Requesting additional information from customer relating to an existing request?

Question

I'm setting up a SD project which will be used for Technical Support for our products, and one of the workflows which is going to be critical is an RMA workflow.

We do not want customers to submit RMA requests directly without an RMA being preapproved based on the nature of their issue, and historically we have sent customers a link to a form to request additional information required to process an RMA.

I'm hoping that there is a way to trigger a request for additional information to a customer once an RMA has been approved and an open issue is converted to an RMA, mainly for address and contact information required to process the RMA.

Ideally, this would take the form of an e-mail notification which would route the customer to their issue in a portal, and trigger a workflow to require them to add additional information. Is this possible?

Nikolas Trutiak · Answer

I will be building these workflows for  my organization shortly. I hope this still works!

Elifcan Cakmak · Answer

Hello,

If I understand correctly, your customers open a ticket on your service desk and before RMA approval, you want to get additional information from customer. Is that correct? If you want to get additional info after RMA approval, you can adjust the position of status and that should work.

You can create a workflow similar to the one below. You can use a transition to get additional info from your customers. Your customers can get an email about this request via customer notification schemes of your project.  You can make "provide info" transition visible on customer portal and your customer can use it.

If that info is not enough you can send it again to the customer with "Info is not enough" transition. After that you can start your progress. Does it make sense? As I understand from your request, such workflow would do what you want.

Regards,