---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Cancel a callback

# Cancel a callback {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.

## Before you begin

Role required: sn_omni_callback.callback_writer

## About this task

Cancel is visible only to agents with the sn_omni_callback.callback_writer role.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace..
2. Select the List icon (![List icon to view callback list]())
3. In the Callbacks section, select Scheduled callbacks.
4. Access the callback task record page by either:
   * Selecting the callback in the Scheduled Callbacks list view, or
   * Selecting the callback tile in the contextual side panel.
5. In the confirmation modal that appears, confirm the cancellation.
6. Select Yes to confirm.
{#cancel-callback__steps_cb4_d1m_33c}

## Result

* A confirmation message displays indicating the callback has been successfully canceled.
* The callback task state is set to Canceled.
{#cancel-callback__ul_fb4_d1m_33c}

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