A few more completion reasons have been made available for requests. After a service desk analyst or specialist has set the status of a request to ‘Completed’, the Completion reason field becomes available. This field now offers the following additional options:
- Duplicate – Same as Another Request of Customer
- Rejected – Rejected by Approver
- Declined – Declined by Service Provider
The extra completion reasons make it easier to select the most appropriate option when completing a request.
They also allow problem managers to identify more precisely the requests which root cause will need to be found and eliminated to prevent future occurrences.