To cancel a support provision task

The procedure to cancel a support provision task is as follows:

1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. 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 Support Case Details window is displayed.
3. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
4. Highlight the specific row matching the task to be cancelled.
5. Click on Task Actions. The Task Actions window is displayed.
6. Using the Select action drop-down field, select the specific status progression value of Cancel Task 2.
7. Click on Next. The Cancel Task window is displayed.
8. Using the Cancellation reason drop-down field, select a parameter value to qualify the circumstances surrounding the cancellation of the support provision task e.g. No Longer Valid, Not Required for Specific Case, etc. 3.
9. Use the Notes field to add contextual data in relation to the support provision task being cancelled.
10. Click on Save. Where links to other subsequent tasks exist, the user is asked to affirm that all tasks within the hierarchy will be cancelled.
11. With the Tasks summary table in current focus, the status of the support provision task is set to Cancelled and the End date is stamped with the current system date and time 4.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is active only for non-mandatory support provision tasks that are currently in progress i.e. with a status of Live; where the task exists within a workflow structure, system validation rules also check for the existence of mandatory 'child' tasks.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Task Cancellation Reasons.

4 Any related tasks that have been cancelled as a consequence of the user's affirmations will reflect the same status progression.

See related topics...

Support provision task progression management overview

To bypass a support provision task

To complete a support provision task

To place a support provision task on hold

To define a general lookup parameter value

Using the search facility