New:

The Case Resolution Acceptance Workflow has been enhanced to provide greater transparency and control in case resolution by involving the requestor during the final stage of the case lifecycle.

Configurable Case Resolution Acceptance Workflow: A new decision table has been introduced, allowing system administrators to enable the case resolution acceptance process for specific case types as needed.
New Case State – Awaiting Acceptance: When a case configured for this workflow is marked as Closed - Completed, it transitions to a new state called Awaiting Acceptance. This triggers an email notification to the requestor with a resolution summary and options to accept or reject the case resolution.
Requestor Action via Employee Center: Requestors can now review and respond to case resolutions directly from the Employee Center > My Requests page, improving accessibility and the overall user experience.
Automatic Closure or Reopen Based on Requestor Action:
- If the requestor accepts the resolution, the case is automatically marked as Closed.
- If the requestor rejects the resolution, the case is moved back to the In Progress state for further action.
Auto-Closure on No Response: If the requestor does not take action within the configured timeframe, the case is automatically closed to maintain workflow continuity.
Buyer Notifications for Acceptance/Rejection: Buyers are notified when a requestor accepts or rejects a resolution, ensuring transparency and enabling timely follow-ups.