Symptoms

HR Case moved from Work In Progress State to Awaiting Acceptance

Release

Kingston/London

Cause

(Add User Acceptance State) business rule

Resolution

If a user closes a case, the system changes the state to "Awaiting Acceptance" via (Add User Acceptance State) business rule below: 
https://<instance-name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=725330019f22120047a2d126c42e70fa 

Once a cases state transitions to "Awaiting Acceptance" there is an OOB Workflow which is attached by business rule (Trigger Awaiting Acceptance Workflow).

This business rule is designed to notify the user to review and accept or reject the resolution or reopen the case if needed. If the case is accepted, the state changes to "Closed Complete". If there is no response within two business days, the case closes automatically. If the user rejects, the workflow is designed to place state into "Work In Progress" state.