Once the request has been resolved by the assignee (by changing the request status to Closed), a response is expected from the customer, who has the option to accept or reject the closure of the request. If the termination is accepted, the request is automatically switched to the status accepted termination, thereby concluding its resolution; the request can no longer be edited.
If the customer does not agree to the termination of the request, they should select the option to decline the termination. Subsequently, one of two scenarios may occur (depending on the system configuration):
- If the status complaint is disabled (in the section Global Settings → Requests → Request Statuses) – by denying the closure, the request returns to the status in resolution and the deadline counter is reactivated
- If the status complaint is enabled (in the section Global Settings → Requests → Request Statuses) – by denying the closure, the request is set to the status complaint and buttons become available to determine the validity of the complaint, which is decided by the request assignee.
Justified claim on a request
Selecting the option Valid Claim changes the request status to In Progress and reactivates the deadline counter. Information about the claim is displayed next to the request name and also below the request status.
The request is processed in the standard manner. Once resolved, the request must be switched back to the closed status, followed by the process of accepting or denying the closure.
Unjustified claim on a request
Selecting the option Unjustified Complaint will display a form where you must provide a note explaining why the complaint is unjustified (this note is required).
After saving the note, the request is set to the completed without acceptance status, and can no longer be edited.