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Customer approval for closure of Issues

Ashraf B

Hi there,

I intend to obtain Customer approval for Issue closures.

Is the following process okay / enough?

1. I show the transition "Resolve this issue" on the customer portal and request the customer to "Resolve the Issue" from there...
2. Configure the transition to set the resolution of the Issue to "Done"
3. Transition the Issue to "Closed"
4. Write an Automation rule to set the "Reporter" as "Approver"
5. Can I trigger "Feedback form" in "Post function"?

Further, there could be another way as follows, but I understand this could be a little complex:

I configure the "Approval" process wherein the customer will receive an email / notification and then "Approve" or "Decline" the resolution.

Please share your responses / views / links...

Thanks and regards,

Ashraf B

Accepted answers

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Fabian Lim

Hi @Ashraf B

It looks like a good plan. Did you get it to work?

The only thing you may not be able to do is to trigger the feedback email. That goes out only when the issue is resolved.

Cheers

Ashraf B

Hi @Fabian Lim,

I have enabled certain transitions on the customer portal that will "Resolve" the Issue (say "Resolved") [Resolution = "Done"]

Post that, the consultant will transition it to "Closed" / "Completed" [Resolution = "Done"]

I understand the consultant action will trigger feedback form...

Need to check that though...

Best regards,

Ashraf B

Fabian Lim

yes that would work.

Ashraf B

Thanks @Fabian Lim

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