Is there a way to cancel multiple requests

[Estie]

Hi, is there any way to cancel multiple requests?

I have logged into our system as Admin and selected multiple requests but can only see the option to add an update to all of them.

Is this possible? (I have 44 requests to cancel).

Thanks

[Victor]

@Stefania Tarantino are these 44 requests for the same service?

[Estie]

Yes.  

[Victor]

@Stefania Tarantino then you should be able to cancel these... 

[Victor]

Perhaps try and select a few at a time and see the options presented in the multi action... I think there is one (or more) that cannot be cancelled thus the option in not presented when selecting all 44...

Also, does this admin account have the necessary roles/rights to cancel requests?

[Estie]

I can only see the update option:

[Estie]

I am only selecting 2 requests.

[Steve Giller]

Do you see the same when you have only selected one Request?

[Estie]

Yes - same when choosing only one request.

I have now added the Service Request full access to my own account but still unable to cancel the requests.  I will logout and in again as myself and see if that changes anything.

I am not sure why Admin account isn't showing the option though

[Estie]

Same issue on both my own account and the admin account in Edge and Chrome.

A colleague of mine can see the cancel option.  We seem to have the same roles.

[Steve Giller]

2 minutes ago, Stefania Tarantino said:

A colleague of mine can see the cancel option.

This indicates that it's an issue with Roles/Permissions.

4 minutes ago, Stefania Tarantino said:

I am not sure why Admin account isn't showing the option though

The Admin account isn't an all-powerful "do-anything" account, it still needs the Roles and Rights to perform actions in the same way as a "normal" account.

[Estie]

Are you able to advise which is the role I need to enable me to cancel requests?

 

[Victor]

@Stefania Tarantino I'll ask my colleague (for who you have an active support request) to look at roles config for your users and we'll advise based on what we find...

[Estie]

Thanks

[Estie]

Actually I think the reason is that the BPM has failed for these requests and therefore I am unable to cancel them.  They were raised in error when the system froze and were all showing in Failed/cancelled.

I have tested the cancel option for other normal requests and I can see all the options.

Unfortunately I am having to assign each request and then cancel individually.  Hopefully this won't reoccur.

Thanks for your help.

[Victor]

@Stefania Tarantino ah, so those requests are not actually assigned (yet)... right...well, that would explain it then since no action (but update) is possible on an unassigned request...

[Estie]

OK thanks now I know.  It would be helpful to have a function to allow a user to cancel multiple requests which are not yet assigned.  Even if that was just limited to Admin role.

[Steve Giller]

You can assign multiple Requests with the same functionality as Updating/Cancelling them.