Feedback: Incident solution not accepted

Use case scenario: The evaluation of the closed Incident: The incident solution was rejected by the end user. The ticket has to be reworked to provide another solution.

Note: The 'User Informed', 'Close Incident', 'User Not Accepted' and 'Wait Internal' buttons represent so-called status actions. Using the status action results in an email containing the present status of an Incident sent to a user who earlier reported the Incident. The status change notification is provided to users by an email at various points during the Incident lifecycle using the appropriate status actions.

Please see also the Email Templates topic to learn more about the linking of status actions to generating emails.

Also note that also the Description in the Incident Editor tracks the status history of the Incident with detailed information.

The following actions are involved in the process:

To handle the non-accepted Incident solution:

1. Select the Incident ticket from the catalog or open it by double-clicking on it.
2. Click the User not accepted button.
3. The agent has to describe the rejection in a ticket description of the Feedback type.
4. Click OK to proceed.

   Now the Incident status has been changed to User not Accepted and the Incident has to be processed and solved again.