Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?
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In our system if it is a service request reject means it is closed and the user will have to make a new ticket. Change is a little different, if the change manager rejects it and adds notes it goes back to the requester and goes back into draft status so that it can be edited, if it is rejected by any other team other than the change manager then it is closed and a new change would have to be made.
Hello! Just wanted to say that our processes also work like stated by ITMike. That is in alignment with ITIL best practices.
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