Reassigning rejected requests / orders
If a service request, work order, move request, move order or reservation is rejected, it is convenient if it is automatically reassigned to the Service desk. Not only does this avoid manual intervention, but also ensures that the request / order will be noticed and reassigned again.
Example: a service request is created for first line support. First line support moves the request to second line support for further processing. It may happen that second line support is not the right assignee (Trade) for the request. If second line support rejects the request, it should automatically be moved back to first line support.
First line support can reassign the order / request by selecting another trade in the Reassign to field.
 | For more information on this field, refer to Order fields. |
Precondition: your application manager has configured statuses in Field definer that can be used to reject the order.
| | For more information, refer to Field definer > General order settings. |