Canceling an assigned ticket

PERMISSIONS  Outsource permissions

NAVIGATION  Left Navigation Menu > Service Desk > Search > Tickets > click Search > open a ticket > Outsource > Cancel

You can cancel an outsourced ticket before the service partner accepts it.

How to...

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Click the Outsource drop-down menu and select Cancel.

TIP  Although you cannot cancel a ticket once it has been accepted, you can set the outsource status to Complete. The service partner receives a notification that the outsource status is complete and all synchronization is terminated. You can then outsource the ticket to another partner.

  • The service partner receives an email indicating that the ticket has been canceled
  • A note is added to the ticket
  • The outsource information bar indicates a status of Canceled
  • The partner name is removed from the Outsourced To column in ticket lists
  • The ticket is available for re-assignment
  • The fields in the Outsource Ticket page are no longer read-only