Cancel a request option for Customers

[Adrian Simpkins]

Hi All

One of my Users has asked if there is any Cancel Request button option for Customers to use on the portal so they can just Cancel requests raised in error, rather than a User having to work a request to see an update advising request is no longer required ? Definitely seems like a good idea, as the function is there to Resolve / Cancel the request at the end of a request, as part of the BPM, is this something that is possible / being considered please?

Many thanks !

[Steven Boardman]

@Adrian Simpkins there is an option for your end users to cancel service requests via self service

Enable this setting, and assign the users, you want to be able to do this, the Self Service Cancel Request User role 

This setting and role also applies to the employee portal 

This will mark the request as cancelled, notify the owner / team and cancel the BPM

[Adrian Simpkins]

Hi Steven

Perfect, thank you for the pointer I will have a lookover

Many thanks

[Toby Mc]

Can someone please tell me exactly where I go to Enable the setting below? 

I am struggling to find it 

 

[Steven Boardman]

@Toby Mc you will find this in the admin console > Apps > Service Manager > Settings - use the filter and search for 'cancellation'

[Toby Mc]

Thanks it brings up TWO options

guest.servicemanager.customer.request.enableServiceRequestCancellation Allow authorised Customer Portal users to cancel Service Requests

guest.servicemanager.portal.request.enableServiceRequestCancellation Allow authorised Service Portal / Employee Portal users to cancel Service Requests

Do I toggle to ON both of them  ?

 

 

[Steven Boardman]

@Toby Mc the top one refers to the Customer portal - this is typically the portal used, if your organisation supports external organisations and contacts.  The second one refers to the Service Portal / Employee Portal - these are typically the portals which you may use if you are supporting internal users / end users. 

If you are still not 100% sure, check the URL for your self service portal.

if it reads customer.hornbill.com/<YOURINSTANCE>

Then you have the customer portal, and should use the top setting

if it reads either live.hornbill.com/<YOURINSTANCE> or service.hornbill.com/<YOURINSTANCE> 

Then you have the service or employee portal, and should use the second setting. 

Of course if you support both internal and external end users, and have two portals, then you can of course enable both of them.

Hope that helps

Steve

[Toby Mc]

thanks , so one last question I hope

I have toggled ON for this option

guest.servicemanager.portal.request.enableServiceRequestCancellation Allow authorised Service Portal / Employee Portal users to cancel Service Requests

I have then given a user  this role

Self Service Cancel Request User 

Where/How can then now Close/Cancel their own ticket ? 

 

 

[Adrian Simpkins]

Hi Toby, they get a new tab option on the portal like below - same look and feel as Cancel within Service Manager

 

Thanks 
Adrian

[Steven Boardman]

On Self Service on Service Requests, if the setting is on, and the user has the role to do this, they should see the following when viewing a service request:

I am showing this on the employee portal, it may appear a little different if you are on the service portal. 

 

[Toby Mc]

Thansk both,

 So a user can now see cancel for Service Request

We also have Incidents, And Cancel doesn't  appear as a choice  

Is there something else i have to do for Incidents? 

[Steven Boardman]

@Toby Mc the setting only provides the requestor the ability for a service request to be cancelled.  There is no option for Incidents. If an Incident is no longer an issue, and is still open, the customer would need to just add an update and the owner of the Incident can close it.  The only exception to this, is if the service desk has proposed a solution to the customer's Incident, and they have the option to accept the resolution(when in a resolved status), which will auto close the Incident (IT'S WORKING), or if they reject the proposed resolution it will re-open the Incident (IT'S STILL BROKEN).

 

[Toby Mc]

Thanks I thought that might be the case, but as I seem to have been chasing my tail all day I thought it best to get it confrimed

 

[Toby Mc]

Is there a way to bulk add the Self Service Cancel Request User  role to all Users ? Or do I need to do it individually? 

 

 

[Adrian Simpkins]

Hi Toby, we updated our LDAP import config to add this role to all our basic users accounts once we enabled the setting, of course I am presuming you have an import from an AD setup here, otherwise if your user base is small and manually setup, then I think it would be a manual process

Thanks

Adrian

[Steven Boardman]

@Toby Mc Adrian's suggestion is a good one.   

An alternative is to go into the admin console - Home > System > Organisational Data > Roles and find the this role, from there you can click on the Assigned Users  tab, and in there, there are options to add users individually or to add all users to the role (blue group of users icon shown below). 

[Toby Mc]

that worked for me ..that has just saved my eveneing !