* * * New or Improved for 2013.2 * * *  Configuring Editable and Cancellable Service Requests

Designate specific services to be edited after they have been submitted.

1.

Log into the Service Desk Console as a service owner or administrator and open the Request Offerings workspace. Then double-click the request you want to designate as cancelable or editable. The Request Offerings wizard appears.

Request Offerings Wizard

2.

Under the Define Request Offering tab, tick Enable Request Editing and/or Enable Request Cancellation as needed.

3.

Click Save.

Users will now be able to cancel or edit a request once it has been submitted.

Users (except Self Service) have available a Cancel button () in the Service Request toolbar. They can click this to set the status to Cancelled.

This procedure describes how to disable the Cancel Service Request button for non-Self Service users.

1.

Within the Configuration Console, click Business Objects, then select Service Request. The Service Request details page appears.

2.

Click the Layouts tab, then select ServiceReqLayout.New. The Layout Editor appears.

3.

Click formView. The Form View Editor appears.

4.

To the right of the Toolbar area, click Edit. The Toolbar Editor appears.

Toolbar Editor

In the Toolbar Editor, the Cancel Service Request button appears in the white area. If the button does not appear, then it has already been disabled.

5.

Drag Cancel Service Request over the trash can icon. This removes the button from the layout. The Delete Confirmation window appears.

6.

Click OK to continue to delete the button, or Cancel to dismiss the window without saving changes.

7.

Click Save to close the window.

8.

Click Save to save the layout.

The Cancel Service Request button no longer appears on the user workspace.

If the button does not appear in the Service Request workspace, administrators can add it.

1.

Within the Toolbar Editor, drag Cancel Service Request from the list to the toolbar area. The Toolbar Button Editor window appears.

2.

Enter the following parameters:

Parameter	Description
Action	Choose Button Invokes Action > Cancel Service Request.
Display	Image and Text.
Image	icon_task_cancel.png
Text	Default (changes automatically)
Tooltip	Type Cancel Service Request

3.

Click Save. The button is now on the toolbar.

4.

Click Save. The toolbar editor window closes.

5.

From the toolbar, click Save. The button is saved to the layout.

Self Service users do not have a toolbar like other users, so the Cancel button appears within the form interface.

Service Owners must define the Cancel Request action within the Request Offering workflow. See Using Workflows.

Set the properties ForceNotEditable and ForceNotCancelable in the Update Workflow Block workflow block to True to make a service request offering NOT editable or NOT cancelable at a certain point in your workflow.

For example, you can set a request offering to allow users to Cancel or Edit a service request. However, you don't want them to be able to do this once the service request has passed the Approval block in the workflow.

1.

Log into the Service Desk Console as Service Owner or administrator and open the Request Offerings workspace. Then double-click the request you want to modify. The Request Offerings wizard appears.

2.

Under the Plan Request Fulfillment tab, the Fulfill option should be Workflow. The workflow appears.

3.

Drag the Update block onto the workflow designer, then double-click the block header to open the block properties window.

4.

Set the following parameters under ServiceReq > Fields (you can set either item or both items):

Force Not Cancelable	Set the value to True to NOT allow this request item to be canceled.
Force Not Editable	Set the value to True to NOT allow this request item to be modified.

Prevent Editable or Cancellable Service Requests

5.

Click Save.

6.

Connect the block to the desired area of your workflow. For example, if you want to prevent Cancel or Edit after Approval, connect the Approval block going to the Update block, then connect the Update block to the next block in the workflow (such as Stop).

Approval Block in Workflow

This request will not be able to be modified or canceled after it has been approved.

7.

Click Save.