Workflow Approval Step Rejections

I have created a workflow with several approval steps. If an approval step is rejected in the workflow process, is there a way to send the rejection back to the requestor, have them update the information in the ticket, and start the workflow over again? I don't want to end the process after every rejection. 

Valencia

Asked by Valencia Ingram on Fri 7/15/22 11:22 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 7/15/22 11:49 AM

Hello Valencia,

Unfortunately, unless the user has TDNext + Ticket app access, they aren't able to make edits to their ticket after submitting it other than to cancel it.

You could make the approval step's rejection loop to a Choice or Task step where the tech then needs to ask the user for more info, When the tech receives said info, they can mark their step complete so the workflow routes back to the Approval step for review again.

Sincerely,

Mark Sayers

Sr Support Consultant, CS

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