Service Request Object
This section lists the default definitions of the service request object.
Cancel Service Request
The following table describes the objects that comprise a service request to make it cancelable. For information on configuring a service request, see Configuring Editable and Cancellable Service Requests.
| Object | Description |
|---|---|
|
Field |
ServiceReqTemplate#TemplateCancelable (Boolean) Initialization rule: True |
|
Field |
ServiceRequest#TemplateCancelable (Boolean) Initialization rule: True |
|
Field |
ServiceRequest#Cancelable (Boolean) Calculation rule: $(iif(((TemplateCancelable == false) || (((Status == "Canceled") || (Status == "Closed")) || (Status == "Fulfilled"))), false, true)) |
|
Quick action |
"Cancel Service Request" on ServiceReq Composite action: Mark ServiceReq as "Canceled" and add Journal.Notes |
|
Button |
Cancel button on layout for ServiceReq Layout: ServiceReqLayout.New Action: Cancel Service Request Icon: icon_task_cancel.png Disable expression: $(iif(Cancelable, false, true)) |
|
Business rule |
Cancel Service Request Trigger: Field "Status" change to "Canceled" Action: Composite action |
Task Cancellation Process
| Business Rule |
Cancel workflow on cancellation. |
Within the application, you can see a service request business object field: Cancelable is defined as Boolean. Only the Stored Field Attribute is selected.
The calculation rule appears as follows:
Field Status is set to canceled.
This rule is a composite action and includes:
- Cancel tasks
- Cancel approvals
- Cancel workflows
- Service request cancellation
Calculation Rule
The new quick action is available to Service Desk Analysts. This is configured as a composite action: mark ServiceReq as canceled and add journal notes.