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=== Cancellation Reasons === | === Cancellation Reasons === | ||
A number of default cancellation reasons are provided, and one needs to be chosen and a supporting description | A number of default cancellation reasons are provided, and one needs to be chosen and a supporting description provided before the request can be cancelled. | ||
Cancellation reasons: | Cancellation reasons: |
Revision as of 08:24, 13 April 2017
Home > Service Manager > Cancel Action Item
IntroductionThe Cancel Action within a request provides the facility to cancel the request. |
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Cancellation Reasons
A number of default cancellation reasons are provided, and one needs to be chosen and a supporting description provided before the request can be cancelled.
Cancellation reasons:
- Created in error
- Duplicate
- Not needed
- Other
Roles
Only users with the appropriate Cancel application right will see the option to cancel a request. By default this includes the following roles:
- Incident Management Full Access (can cancel Incidents)
- Problem Management Full Access (can cancel Problems and Known Errors)
- Change Management Full Access (can cancel Change requests)
- Release Management Full Access (can cancel Releases)
- Service Desk Admin (can cancel all request types)
System Settings
The following system settings can be managed by your system administrator to control the behaviour once a request has been cancelled. These settings are available in the admin console: Home > Service Manager > Application Settings
- webapp.view.ITSM.serviceDesk.requests.cancel.cancelRelatedActivities
This will cancel related activities when a request is cancelled
- guest.app.requests.notification.notificationType.cancelTeam
Notification type for the team that a cancelled request is assigned to
- guest.app.requests.notification.notificationType.cancel
Notification type for the owner that a cancelled request is assigned to