I have a use case in which the fulfiller of a manual task may need to either “reject” it or mark it “closed - incomplete” such that the user knows they need to re-submit the request with changes. Currently, the UI only supports “close” which the workflow will interpret as a successful provisioning event and mark the identity request as such.
Has anyone come up with a solution for this? UI -based or otherwise? (e.g. forwarding to a work group that auto-rejects the request, or a comment that an afterscript interpets)
This seems like it would be a common use-case, but I haven’t found much on it on the forums.
The best approach is to create a custom Approval Form inside the workflow that adds a “Decision” dropdown field with options like Approve, Reject, and Incomplete, so the fulfiller can explicitly select their action instead of just clicking Close.
Are you referring to the manual provisioning work item that gets generated after the approval process is completed?
If the request has multiple approval levels (for example L1 and L2), and the justification or request details are not correct, the approvers at those stages can reject the request, which will prevent the provisioning work item from being generated.
Another approach is to include the application or fulfillment team as an approver at a later approval level (such as L2 or L3). In that case, they can review the request and reject it during the approval stage if something is incorrect, which will reject the overall request.
However, if the request has already passed approvals and the manual work item has been generated, then the standard “Close” action usually marks it as successfully completed. In that situation, additional workflow logic or customization may be required if you want to support a “reject” or “incomplete” outcome for the manual fulfillment task.
Hi @chris-hogan , It is an interesting use case, I did a workaround and came up with a solution. Please check if it fits your use case. I hope it fits your use case.
Here are the steps:
Since the manual work item is a provisioning step, you need to reject or complete the work item, and, at the same time, you need to fail the access request.
Create one form that has one or two buttons: one is Approve (Complete), and the other is Reject. When a work item team needs to reject a work item, they should first select the Complete button in the Actual Manual Work Item section. Once they click the Complete button, another form will open; if they click the Reject button, it will fail the access request and work item with an error message. To achieve this, you need to create one form, then, in the LCM Provisioning workflow, create one step: CW Confirm Update Worker Form. In this step, just use: it will go to Exit On Manual Work Items and fail the access request. The error.In the LCM Provisioning workflow, during the Approve and Provision add the transition.
@chris-hogan Manual Work Item is a provisioning step, means all approvals are accurate and all details are submitted properly. Now someone need to just provision the record. If they need more details, they can leave a comment which can go to requestor.
If you want a customization, you need to add a custom approval form like @Peddapolu suggested. But would recommend you should add the application team also in the approval loop and if some details are missing, they can cancel the request.
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