We have a little requirement on employee role
When the ticket status changed to Close Requested. If the comment the analyst made is for the user to confirm if okay and the end user says he/she is not okay.then the only option availble on end user to "reopen the incident" and the incident status changes to OPEN on the analyst queue.
We feel that there should be an option for the user to be able to "log comment " button based on the request treated without having to open it since it was not CLOSED in the first place but put on CLOSE REQUESTED
How it can be achieved.please guide