Cancel or delete a case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • As a case manager, cancel a workplace case at any time if it’s no longer required. As an admin, delete a case record completely from the application if it’s no longer required.

    Before you begin

    As a workplace case manager, you can cancel a case if it’s no longer required. Cancelling a case cancels all the child cases and child tasks associated with the case. The state is set to Cancelled.

    Important:
    Only an admin can delete a case. A case admin can delete only a workplace case, a move admin can delete only a move case and, a maintenance admin can delete only a maintenance case.

    Role required: admin (to delete a case) and sn_wsd_case.manager (to cancel a case)

    Procedure

    1. Navigate to All > Workplace Central > Workplace Central.
      You can also open Workplace Central from the Employee Center directly. Navigate to Workspaces > Workplace Central.
      The Workplace Analytics dashboard opens.
    2. On the left pane, select the Case Management icon (Case Management icon.).
      The Case Management landing page opens.
    3. Open the case that you want to cancel/delete using any of the following navigations:
      • Go to the Overview section.

        Select the relevant tile to open the list of cases.

      • Go to the All active cases section.
    4. Select the case.
    5. To cancel the case, do the following:
      1. On the case details page, select Cancel.
      2. On the confirmation window, select Yes.
      The case and all the child cases, child tasks, flows associated with the cases are cancelled and the state is set to Cancelled.
    6. To delete a case, do the following:
      Important:
      Only an admin can delete a case. A case admin can delete only a workplace case, a move admin can delete only a move case and, a maintenance admin can delete only a maintenance case.
      1. On the case details page, select More actions ().
        Note:
        The option appears only if you are an admin.
      2. Select Delete.
      3. On the confirmation window, select Yes to delete.
        The workplace case record, the associated SLAs and more are deleted from the application.