Can I customize the message customers see when their request is denied via a workflow approval?

[Megan Hannon]

Is it possible to change the red declined field? (circled in the image below)  In this workflow the denial will move the ticket to an "additional information required" status allowing users to either provide more clarity for the request or cancel the request. We don't want our customers to see the red denial message and think the ticket is closed/rejected. 

[Brant Schroeder · Accepted solution]

Approvals can only be accepted or declined.  I do not know of any way to change that.  It looks like your status explains why it was declined though and those can be customized to the end user for each specific request type.

[Megan Hannon]

Thank you Brant!