Cancel Action Item

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Introduction The 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 needs to be 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