Feedback: User rejects Incident solution

Use case scenario: The Call acceptance editor is filled with logged user information (normally end user or customer) and description. The incident already exists and the user rejects its solution.

The following actions are involved in the process:

To reject the incident solution:

1. Continue with the opened Call acceptance editor.
2. Locate the appropriate ticket in the Tickets reference catalog.
3. Double-click an incident to edit it.

   If you are not the current responsible person for the ticket, you need to accept the ticket first.

4. Only then you can click the User not Accepted button.
5. Document the feedback.

Note: The incident can be reassigned back to the solving group by clicking Assign Incident or accepted to rework by Service Desk Agent by clicking Accept Incident.