Default AWA Reject Reasons

[Abdul Munim Kha]

Is there a way to have a "null" option for the Rejection reasons dropdown? This way we can make sure the agents are actually selecting the correct reason and not just the default first one as it shows up in the list. This would also help with better reporting.

I understand this may not be possible with the current OOB configuration, does ServiceNow plan to include this feature in a future release?

[Danish Bhairag2]

Hi @Abdul Munim Kha ,

This is the table awa_reject_reason from where all the reasons come. You can add an extra reason over der lets say None n make it's order the least so that it comes at the very top.

Thanks,

Danish

[Abdul Munim Kha]

Yes, I understand the reasons can be customized, but adding a "Null" option to the awa_reject_reason will also make "Null" an actual reject reason. 
Ideally, "Null" should not be an actual reject reason, just a null placeholder in the dropdown.

[Danish Bhairag2]

Hi @Abdul Munim Kha ,

Unfortunately OOTB this feature is not available.

Thanks,

Danish