Documentation

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Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Cancel

The Cancel Action within a request provides the facility to cancel the request.

Cancelation Reasons

A number of default cancelation reasons are provided, and one needs to be chosen and a supporting description provided before the request can be canceled.

Cancelation 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 behavior once a request has been canceled.

Setting Description
webapp.view.ITSM.serviceDesk.requests.cancel.cancelRelatedActivities This will cancel related activities when a request is canceled
guest.app.requests.notification.notificationType.cancelTeam Notification type for the team that a canceled request is assigned to
guest.app.requests.notification.notificationType.cancel Notification type for the owner that a canceled request is assigned to
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