Cancel option in incidents for end user/customer

[VyshnaviA]

Is it a good practice to provide end-users with a global ‘Cancel’ option in ServiceNow Service Portal for all Incidents, catalog items, considering the potential impact on multi-step workflows like procurement and IT setup?”

[Ankur Bawiskar]

@VyshnaviA 

yes you should not give everyone access to Cancel Request, INC etc

it depends on customer requirements how they wish to handle

Cancelling Request needs to be handled carefully as there could be pending approvals, tasks etc

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[nayanmule]

@VyshnaviA  , It can be advisable to have a 'Cancel' option in Service Portal for Incidents as incidents usually don't have workflows running for their lifecycle. It can help the end users to withdraw their incidents directly from Service portal rather than navigating here and there. 

Once, the incident is Cancelled, you can add the Resolution Code/Notes as Withdrawn or Cancelled by the user.

For catalog items, I would not recommend doing so . Catalog items, RITMs have multiple approvals, flows running behind them. So, it would disturb the entire lifecycle of the Request resulting in pending approvals, users, fulfillers spending time on working. Also, it would add a lot complications in your existing flows.

So, in simple way it can be nice to have a Cancel Option for Incidents . But for Catalog items it's not recommended.

If my response has helped you , mark it as helpful and accept as solution.

Regards,

Nayan