Technicians can cancel requests when an incident was reported initially but later deemed unnecessary or if a requested service is not needed anymore. The SDAdmin can also enable requesters to cancel their requests.
Contrary to the delete functionality, cancellation enables technicians to log their time spent on the request. This helps the admin know if a technician/s has worked on the request before it was moved to Canceled status. Canceled requests can also be reopened later if needed.
Role Required: Technicians Cancel Request permission
By default, the SDAdmin, SDSiteAdmin and SDCoordinator roles have permission to cancel requests.
SDAdmins can enable request cancellation permission for technicians by selecting Cancel Request under Admin >> Roles >> Advanced Permissions.
SDAdmins can enable requesters to cancel their requests under Admin >> General Settings >> Self-Service Portal Settings >> Allow requester to cancel request directly.
If request cancellation is not enabled for requesters, they can send their cancellation requests to technicians under Actions >> Requesting for Cancellation from the request details page. To learn more, click here.
To learn how technicians can approve/reject a cancellation, click here.
Technicians can cancel requests in the following ways:
Edit the request status in the right panel or use inline edit.
In the Edit request form, change the request status to Cancel.
Go to the details page of the request appealed for cancellation.
In the Cancellation Requested banner, click Yes.
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.
You can configure request cancellation notifications under Admin >> Helpdesk Customizer >> Notification Rules. To learn more, click here.