Hey,
To be honest, this is the first time i have heard of such a requirement, but it sounds interesting. To understand where it's best done, the structure of requested items vs. requests should be clear:
A request contains multiple different requested items. The "caller" - or enduser - for these requests AND request items is (in most cases) the same one. However, the approval, provisioning and fulfillment for these requested items may differ even though they are part of the same request.
To give a loose comparison: The requested items are somewhat like items you have ordered from Amazon. They may come from different vendors through Amazon Marketplace. However, if you order multiple of these, you will have one order placed containing all these items.
Now here is where the idea - at least from my perspective - comes to different conclusions:
1) All is good and everything worked out
Your order as a whole has been successfully done - or in your case the request with all its requested items. You are thus happy and feel compelled to accept and close the whole oder, not wanting to go through all issues.
2) Everything bad
Your order as a whole was not approved or has been cancelled. You'd again be inclined to reject this result on all instances.
3) So and so
Some parts have been approved and successfully delivered. Others, not so much. You would like to either reject the whole oder (maybe because having only some parts won't work for you) or just reject the ones which didn't work out.
At the end - and this is where request fulfillment separates from incident management - you need to have a choice. Similar to the approvals, rejecting and accepting parts (similar to cancelling a requested item vs. cancelling the whole request) one needs choice.
At the end of the day though, keep in mind that request fulfillment works different than incidents management. Per definition in its truest form there is no "accepting" of a request. It works just like the order process on Amazon: You order something, you will be kept up to date. Stuff may work out (great) or not (not so great -> open an incident), but you can always cancel the order, or just parts of the order. However, once your request was fulfilled, you cannot reopen it (because it has been fulfilled). If there is an issue, open an incident.
Hope this helps.
Regards
Fabian
