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?
Answer
Approval Process
+3Best answer by ITMike
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.
+9- Top Contributor ⭐
- Answer
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.
+1Hello! Just wanted to say that our processes also work like stated by ITMike. That is in alignment with ITIL best practices.
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.