Currently, when the manager rejects the approval, the Request and RITM are automatically moving to Closed Rejected / Canceled / Closed Incomplete , and the RITM is also getting canceled. I understand this is OOTB behavior.

However, as per the client requirement, when the manager rejects the approval, the Request and RITM should move to On Hold (Pending) instead of being canceled or closed.

After that, the Support group will review the ticket, move it to In Progress, and then the approval should be triggered again to the manager.

Since I am new to this, could you please guide me on the recommended approach?

• Should this be handled using Flow Designer, Workflow, or a Business Rule?

• At which table level should the change be implemented (Approval, RITM, or Request)?

• How can we prevent the OOTB cancellation and instead move the records to On Hold?

• How can we trigger the approval again once the Support group moves the ticket to In Progress?

• If possible, please share a sample script or reference for implementation.

This will help me implement the requirement correctly.