Once all steps have been completed, the assignee changes the request status to Completed. In this status, buttons for accepting or denying the termination become available in the customer’s account for that request. If notifications are enabled, the customer is also informed of the option to accept the closure via email. This email also includes options to accept or deny the closure of the request.
Confirmation of request completion upon logging into the CDESK system
You can accept the termination in the request details by clicking the button Accept termination.
After clicking, a window will appear with a form for evaluating the assignee and the option to add a comment regarding acceptance.
Once the closure is accepted, the request status changes to accepted closure. Such a request can no longer be edited.
Accepting the closure of a request without logging in (via email notification)
The email notification regarding the closure of a request includes buttons to accept or deny the request directly via email. In this case, there is no need to log in to the system; the customer can accept the closure of the request directly from the email. This feature is primarily intended for customers who do not have access to the CDESK system.
After clicking the button Accept termination, a form for accepting the termination will open in a new window of your default web browser.
The first section of the form displays basic information about the request. This is followed by fields that the customer must fill out for the termination acceptance to be valid. The form contains the following fields:
- Your full name: Enter your first and last name
- Note regarding acceptance: Enter a note explaining why you decided to accept the closure of the request
- Assignee rating: Select an icon to rate the assignee’s work on the request. This information is not required. If you do not wish to submit a rating, select the option No rating.
After filling in these fields, you can confirm the request by clicking on Accept. Below the button, there is also a link to log in to the CDESK system, which customers can use if they know their login credentials.
Denial – Complaint Regarding a Request Made via the CDESK System
You can deny the termination in the request details by clicking the “” button Deny termination.
After clicking, a window will appear with a form for entering the reason for the denial. You must provide this reason.
The subsequent processing of the request depends on the environment configuration. If the “Claim” status is disabled (in the section Global Settings → Requests → Request Statuses), denying the closure will return the request to the “” status in the solution, and the deadline counter will be reactivated.
If the status complaint is enabled (in the section Global Settings → Requests → Request Statuses), denying the closure sets the request to the status complaint. Buttons for determining the validity of the complaint become available on the request; the request assignee decides on this. If the complaint is valid, the request status changes back to in the resolution. If the complaint is invalid, a form appears where you must enter a note regarding the invalid complaint (this note is required). After saving the note, the request is set to the status closed without acceptance, with no option for further editing.
Denial of a request to close a case via email notification
The email notification regarding the closure of a request includes buttons to accept or deny the request directly via email. In this case, there is no need to log in to the system; the customer can deny the closure of the request directly from the email.
After clicking the button Do not accept termination, a form for denying the termination will open in a new window of your default web browser.
The first section of the form displays basic information about the request. This is followed by fields that the customer must fill out for the termination acceptance to be valid. The form contains the following fields:
- Your full name: Enter your first and last name
- Reason for denial: Enter the reason why you decided to deny the termination request
After filling in these fields, you can confirm the request by clicking on or decline the request by clicking on. Below the button, there is also a link to log in to the CDESK system, which customers can use if they know their login credentials.