Can we make the customer see the Reject Reason field after filling it?

[Berat Altunhan]

Hi everyone,

We have reject reason field in one process in JSM. And when service desk team move the status Rejected, they are filling that field. But the customer cannot see that field and does not understand why their request was rejected. And service desk team write the reject reason in the comments. How can we improve this process ? Should we use app or are there any solution in JSM ?

Thanks !

[Tansu Akdeniz · Accepted solution]

Hi @Berat Altunhan 

As I understood, "Reject Reason" is a customfield. So, you can copy this customfield to comment (public) in the background (Use automation feature from project settings). Because customfields are not shown in portal page by default.

[Berat Altunhan]

Yes, Reject Reason is a custom field. Actually, I wrote to ask for advice if there is a way other than automation, but I guess there is no other way. Thank you so much.

[Tansu Akdeniz]

There is an open feature request. You can watch and vote: JSDCLOUD-4328

Also, there are some paid solutions. Please check this thread.

[John Funk · Accepted solution]

Hi Berat,

If the Agents are adding a comment, is that not getting to the Customer? 

[Berat Altunhan]

Hi John, 

Comment reach the customer but agents fill the reject reason field when move the status rejected. You can see from the screenshot below. And according to screenshot , agents write reject reason but if they do not write this reason in the comment, the customers can't see what is written in the field, can we show them what is written in that field?

[John Funk]

Oh, then you could create an Automation rule that adds a comment to the Issue when the Reject Reason field is updated. And just copy the text from the field to the comment. It would look something like: {{issue.Reject Reason}}

[Berat Altunhan]

Thank you for your attention John !

[John Funk]

Of course!

[Berat Altunhan]

Hi again John, 

I tried something on the automation but I did not run the automation. I would appreciate it if you explain the automation steps one by one.

[John Funk]

Sure - is this related to the one above? If so, go ahead and post your rule here for us to take a look. If it is a new thing, go ahead and create a new question and you can tag me on it. Be sure to include the Rule and what is not going right with it, including screenshots of the audit log.