Technicians can simply cancel duplicate requests or requests that are no longer necessary. The SDAdmin can also enable requesters to cancel their requests.
Role Required: Requester or Technician
Request cancellation is not available to requesters by default. The SDAdmin can enable the feature under Setup >> General Settings >> Requester Portal >> Direct Cancellation.
If direct cancellation is not enabled, requesters can request technicians to cancel the request. On clicking Cancel in the request details page, a cancellation flag will be raised to the technicians.
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To know how technicians can approve/reject a cancellation flag, click here.
You can enable a technician to cancel requests by associating a role configured with cancel permissions. To configure cancel permissions for a role, go to Roles >> Advanced Permission >> Cancel Request and select Cancel Request check box.
Technicians can cancel requests in the following ways:
By editing the request status from the right panel of the request details page.
By changing the request status in the request edit page.
By changing the request status while adding the resolution.
By clicking Cancel displayed inside the request details page.
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On cancellation, a pop-up will appear prompting a reason for the request cancellation. Choose the appropriate reason and click Update.
Canceling Via Cancellation Flag
Technicians can approve/reject cancellation flags raised by requesters.
If the cancellation is approved, the request will be moved to the Canceled status immediately. If the cancellation is rejected, the requester will be notified and the request will resume its workflow.
Canceled Requests Filter
Technicians can display canceled requests in the list view by choosing the Canceled Requests filter.
Notifications
You can configure request cancellation related notifications under Setup >> Automation >> Notification Rules. To learn more, click here.
Note