Hi @Mark Wood,
Imagine you work in a company's IT department. An employee, Alice, reports an incident saying she can't access her email. You create an incident ticket in ServiceNow to track this issue.
Scenario 1: While you're investigating, Alice calls back and says she realized she was using the wrong password. Since the incident was due to user error and there's no actual issue to resolve, you might choose to set the incident's state to "Canceled" instead of "Resolved" to indicate that no actual work was done on the incident.
Scenario 2: After creating the incident for Alice, you notice another incident ticket with the same description and issue. Upon checking, you realize both incidents are about the same problem reported by Alice. To avoid working on the same issue twice, you'd mark one of the incidents as a duplicate and set its state to "Canceled."
Note: The exact workflow and when to use the "Canceled" state can vary based on an organization's policies and procedures. Some organizations might have specific guidelines on when and how to use the "Canceled" state, while others might leave it to the discretion of the IT staff.
In any case, it's essential to provide a clear and concise explanation in the incident's comments or notes when changing its state to "Canceled" to ensure transparency and clarity for anyone reviewing the incident in the future.
If you found my answer helpful or correct in any way, please don't forget to mark it to help future readers! 👍
--
Kind regards,
Marcos Kassak
Solution Consultant 🎯
