Cancel Button in Service Portal

[maggiedoma]

When a user creates a request or incident in the Service Portal and later wants to cancel it, a Cancel button should be available in the Service Portal. Please let me know if there are any solutions for this.

[Aditya_hublikar]

Hello @maggiedoma ,

Can you please provide more clearity about your question. As per my understanding once you raised incident from service portal( as end user ) then you can't cancel that incident unless an until it cancel by itil user who is working on it . You can simply ask itil user to cancel that incident but cant directly do that by own .

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,

Technical Consultant

[Ankur Bawiskar]

@maggiedoma 

it's not available OOTB on Service Portal

you will require a custom solution for this

this link has widget logic etc and steps

Service Portal: Resolve Incident Button 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@maggiedoma 

you can load the OOTB Standard Ticket Actions for incident table under "Standard Ticket Configuration" and Resolve, Reopen, Close will be available OOTB

Load those 3 related list records via XML export/import into your instance from PDI

Output: If INC is resolved and you are caller or opened by then Reopen is seen on SP portal and ESC portal

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[AndersBGS]

Hi @Ankur Bawiskar ,

just for my curiosity, I can see that there is the standard ticket actions and the action widget. As I see it both could resolve the same issue, but do you know the recommendation for choosing the one or the other? How do you see it?