Adding a Reason why the Request was Rejected

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When approver rejects the Request, can we add a mandatory Reason field as to why the Request was Rejected? If so, how?

Resolution

1. Go to the Home page and click on the Catalog tab.

2. Click on the Forms link.

3. Expand the Forms tree and select the "System" option.

4. Click on the "Customize" button after selecting the "Request Information" form.

5. Here, you can either add a new field or use an existing one. In this case, we will use the existing "Comments" field.

6. On the right side, in the HTML attributes section, add the value $(_.request.status>=400 && _.request.status<=499) for the Required field.

7. Save the form.

After completing these steps, while approving or rejecting a request, it will prompt you to fill in the details as a mandatory field.

Additional Information

IMPORTANT: this is customization, you must validate it in a QA environment before implementing it in a Production environment.