Do we have options to cancel a problem ticket?

[Sofiya Perumal]

Hi experts,

How to cancel a problem ticket? Is it possible to cancel it without adding any scripts from back end? Please suggest a solution for this.

Regards,
Sofiya

[Sofiya Perumal]

Thanks for looking into the issue Aman! I have created a UI action already but I don't want cancelled option in the status field of the ticket. It must be hided. Is there any options to achieve it?

Regards,
Sofiya

[Aman Kumar S]

You can hide that option using onload client script:

g_form.removeOption("state",7);// check the field name and cancelled backend value

[Aman Kumar S]

Hey @Sofiya Perumal ,

Didn't hear back on this.

Is your issue resolved? If yes, feel free to mark helpful/correct, so it will be helpful for others looking for similar query.

You have marked the response as helpful but not correct?

[Vaishnavi Lathk · Accepted solution]

Hi,

there is the OOTB UI Action "Cancel" on the problem table.

Basically, that UI Action sets the state to "Closed" and forces the user to enter a "Canceled reason", which is basically the close notes field but relabeled.

You can modify the UI Action so that it closes all related open Problem Tasks + send a note to all related incidents

Regards,

Vaishnavi Lathkar