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

Berat Altunhan_gfcl00

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 !

Accepted answers

John Funk

Hi Berat,

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

Tansu Akdeniz

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.

All comments

John Funk

Hi Berat,

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

Tansu Akdeniz

Hi @Berat Altunhan

Berat Altunhan_gfcl00

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?

reject reason.png

Berat Altunhan_gfcl00

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

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_gfcl00

Thank you for your attention John !

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