Incidents - Allow end-user to cancel a ticket

[Salma Sarwar]

Hi.

 

Would it be possible to allow end-users the functionality to cancel an incident that they have raised.

 

Thank you.

 

Kind Regards,

 

Salma

[Adrian Simpkins]

Hi Salma, 

I believe it is this setting you need to allow your customers to cancel a request in the portal: guest.servicemanager.portal.request.enableServiceRequestCancellation

believe it is this that needs to be set to On to allow customers the option to cancel a request in the portal:

[Salma Sarwar]

@Adrian Simpkins

Thank you for your reply. I will re-check but I thought the setting only allows to cancel service requests and not incidents.

 

Kind Regards,

 

Salma

[Adrian Simpkins]

Hi Salma,

Yes there is only an option to cancel Service Requests available in the portal. I do not believe we have the same option for Incidents as a service request has the higher potential to be cancelled by a customer (e.g. change my email then I change my mind and cancel the change). Whereas an Incident is always reporting something broken which will require intervention from an analyst, and more often than not an Incident will require action and is unlikely to be cancelled by a customer. If there is the odd occasion an incident need's to be cancelled these would be handled via the service desk, or the analyst working it would pick up on any customer comments to cancel said incident.

Many thanks

 

Edited November 15, 2022 by Adrian Simpkins