Cancel a universal request

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Cancel the universal request if the issue is resolved or the request no longer needs any action.

    Before you begin

    Role required: admin, routing agents

    About this task

    You can cancel a universal request only if
    • There are no active or closed primary tickets attached to it.
    • The state of UR is either New or In Progress.

    Procedure

    1. Navigate to All > Universal Request > Open.
    2. From the list of open universal requests, select the request you want to cancel.
    3. Select Canceled from the State field.
      Note:
      If the user in Opened for tries to cancel the request, then they must enter the reason for canceling.
    4. Click Update.

    Result

    When the UR is canceled, email notifications are sent to the stakeholders associated with the request.