Allow the customer to decline the closing of a ticket

[Florian]

Hello 

How to allow the customer to decline the closing of a ticket ? 

Example: 

- The client create an incident

- I make a fix that I push to production, then I close the customer ticket

- In the portal, I want to the client can refuse the closing if he isn't satisfied.

Can you help me please ?

[Mikael Sandberg · Accepted solution]

You have a couple of options. One is to add a transition out from closed that allows the customer to reopen it. Another option would be to have a status where the customer approves/decline the fix.

For the first option you can add an automation that moves the request back to open if the customer adds a comment. If you look in the Automation library there is one that reopens a request if the customer comments on a resolved request.

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Florian ,

You can add additional transition on the workflow and present it on the portal. For example, "Reopen issue". It's a native feature available for JSM.

Best regards,

Kate

[Florian]

Thanks a lot !