Cancel Action Item: Difference between revisions
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==Introduction== | ==Introduction== | ||
The Cancel Action within a request provides | The Cancel Action within a request provides the facility to cancel the request. | ||
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[[File:request_cancel_Action_item.png|right|400px]] | [[File:request_cancel_Action_item.png|right|400px]] | ||
=== Cancellation Reasons === | |||
A number of default cancellation reasons are provided, and one needs to be chosen and a supporting description needs to be provided before the request can be cancelled. | |||
Cancellation reasons: | |||
* Created in error | |||
* Duplicate | |||
* Not needed | |||
* Other | |||
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 | |||
Revision as of 08:23, 13 April 2017
Home > Service Manager > Cancel Action Item
IntroductionThe Cancel Action within a request provides the facility to cancel the request. |
Related Articles |
Cancellation Reasons
A number of default cancellation reasons are provided, and one needs to be chosen and a supporting description needs to be provided before the request can be cancelled.
Cancellation reasons:
- Created in error
- Duplicate
- Not needed
- Other
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