Cancel Requests
A request can be canceled by a technician or a requester when they are no longer necessary.
Role Required: Technicians with Cancel Request permission; Requesters
Request Cancellation by Requesters
A requester can cancel a request that they have raised by clicking Cancel on the request details page.
By default, requesters cannot cancel their requests directly. When a requester raises a cancellation, a cancellation flag appears to the technicians, who then cancel the request.
However, SDAdmins can enable requesters to directly cancel the requests they have raised. This feature can be configured under Setup > General Settings > Requester Portal > Requester Portal Settings > Direct Cancellation.
Request Cancellation by Technicians
Technicians can cancel a request by,
- Clicking the Cancel button displayed on the request details page.
- Editing the request status from the right pane in the request details page.
- Changing the request status in the request Details tab.
- Changing the request status while adding the resolution.
While canceling a request, a pop-up will appear prompting information on the cancellation.
Choose a reason for the cancellation from the default options, or click Others and enter a reason in the text box.
Canceling Requests via Cancellation Flag
Technicians can approve or reject cancellation flags raised by requesters.
- Open the request that the requester has raised cancellation for. They will be displayed with the
icon in the request list view.
- In the request details page, click the cancellation flag displayed at the top.
- Provide your comments.
- Click Approve or Reject.
If the cancellation is approved, the request will be moved to the Canceled status. If the cancellation is rejected, the requester will be notified, and the request will resume its workflow.
View Canceled Requests
Technicians can view canceled requests in the list view by choosing the Canceled Requests filter under request filters. Click here to learn more about request filters.
Request Cancellation Notification
SDAdmins can configure request cancellation notifications under Setup > Automation > Notification Rules. Learn more.
SDAdmin, SDSiteAdmin, and SDCoordinator have request cancellation permission by default.
Canceled Status will not be displayed after the request is moved to completed/closed/resolved status.
Users can view only canceled requests. Technicians can additionally delete, restore, archive, or add work logs to canceled requests. The technician can also click Revert Cancellation on the request details page.
Technicians can cancel any request, whereas requesters can cancel only their requests.
Only checklists in canceled requests can be deleted. Technicians cannot add, edit, or update checklist values as well as include/exclude checklist items.
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