Cancellation of CR

[Priyanka Sadhw1]

This issue is randomly observed.

State of Chnage request is incorrectly reflecting as “Closed” in place of “Cancelled”.  in 20% of cases we have seen user trying to cancel but CR is Closed

[Priyanka Sadhw1]

UI action is OOTB and workflow has nothing for cancellation

[DirkRedeker]

Hi

I recommend spotting what your users are doing.

Maybe you add a business rule, which only logs the changes done on the status.

This way, you can track, if the problem really exists, or if your users change the status "accidentally" to the undesired status - without knowing or without telling you.

This may also be the root cause. Not always the problem is IN the system. Sometimes, the "problem" can be found, sitting in front of the system 😉

Let me know, if that answers your question and mark my answer as correct/helpful, please.

BR

Dirk 

[DirkRedeker]

Hi

Do you have an update on this?

If your issue was solved, please mark the correct answer as correct/helpful.

Thanks for marking.

BR

Dirk

[Priyanka Sadhw1]

Hello Dirk,

(business rule, which only logs the changes done on the status.)

Is above is going to be different from what is currently being recorded in notes/audit(history).

If yes, then how?

One I can think of is there could be multiple updates going on.. which my lead to this scenario?

Do you see any such possibility?

[DirkRedeker]

Hi

For HOW to implement the Business Rule, I already gave you a detailled example (see my answers further down in your next reply). This will log the changes FROM and TO values.

I am not that familiar with about which values already are tracked by the audit in the history. So, if you can see the changes in the Audit as well, you should be able to see "old" and "new" value, which means, the value of the status BEFORE the change and AFTER the change.

That is the important thing to spot on.

If you have these change details in the audit, yes, you do not need that Business Rule. You already have your proof.

So, if you find changes FROM any open status TO the "Closed" status, you also should be able to see, WHO did this change, and exactly WHEN.

So, no way out! I do  not think, that the audit will tell lies.

If there would be some cascade of changes, where your user may first change to "cancelled" and some other steps will then set from"cancelled" to "Closed", you also should see that in the (audit) log.

That way, you can detect, if there is something additional going on, or if it is your user changing it to "Closed" instead of "Canceled", but does not admit to it 🙂

Have a closer look at the details and let me know.

I would like to see you having solved this case, for then marking my answer as correct and helpful 🙂

Just let me know.

BR

Dirk