The procedure to cancel a feedback case is as follows:
- Using the Advanced search spy-glass (
), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Feedback Case Details window is displayed.
- Click on Case Actions. The Feedback Case Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Cancel Case 2.
- Click on Next. The Cancel Feedback Case window is displayed.
- Using the Cancellation reason drop-down field, select a parameter value to qualify the circumstances surrounding the cancellation of the feedback case.
- Use the Notes field to add contextual data in support of the feedback case being cancelled.
- Click on Save. The current status of the feedback case is set to Cancelled.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
2 It is only permitted to cancel a feedback case where the status is set to Live and all progression stages have already been cancelled i.e. no inherent tasks have previously been completed.
See related topics...
Feedback case progression management overview
Using the search facility
