To cancel a task within a generic case

The procedure to cancel a task within a generic case is as follows:

1. Using the Advanced search spy-glass (), select Generic 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 Generic Case Details window is displayed.
3. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the generic 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field, select a parameter value to qualify the circumstances surrounding the cancellation of the generic task e.g. No Longer Valid, Not Required for Specific Case, etc. 3.
9. Use the Notes field to add contextual data in support of the generic 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 generic 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, category) to ensure that the correct generic 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 generic 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...

Generic task progression management overview

To bypass a task within a generic case

To complete a task within a generic case

To place a task on hold within a generic case

To define a general lookup parameter value

Using the search facility