Do we have options to cancel a problem ticket?

Sofiya Perumal · ‎06-21-2022

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

Vaishnavi Lathk · ‎06-21-2022

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

View solution in original post

Harish KM · ‎06-21-2022

HI there is OOB Cancel UI action on Problem table. you may look for the condition when we can cancel the problem..

Regards
Harish

Sofiya Perumal · ‎06-21-2022

Thanks for looking into the issue Harish! 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

Harish KM · ‎06-21-2022

RIght click on state field--show choice list--find the choice list of cancelled for problem..you have field called "Inactive" change it to true. This will hide the state.

Regards
Harish

Aman Kumar S · ‎06-21-2022

Hey,

Cancel and Mark Duplicate OOB UI action helps you achieve this and its available to problem coordinator role.

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂

Best Regards
Aman Kumar