Overview

Updated on 13 Sep 2023
1 Minute to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Enhancing Transparency and Improving Service Delivery!

Capturing the cancellation reason for a work order in an ITSM application is valuable for tracking, auditing, and process improvement, It ensures that IT teams can analyze and act upon cancellation data to enhance service delivery and achieve user satisfaction.

User Persona: Administrator

Figure: Cancellation Reason Benefits

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

ACME company's IT service desk handles various IT-related requests and incidents from employees. They use an IT Service Management (ITSM) platform to manage and track these work orders efficiently. An employee encounters a software issue with their computer and submits a work order through the ITSM platform, requesting assistance from the IT support team.

The IT support team reviews the work order and begins the initial assessment to diagnose the software issue. During the assessment, they found that the problem could be resolved through a remote connection.

The IT support team tries to resolve the issue through remote assistance, but they face technical difficulties connecting to the employee's computer. Realizing that the remote assistance approach is not feasible, the IT support team updates the work order status as cancelled and describes the reason for cancellation in the work order cancellation reason field to explain the situation.

The IT support technician selects the cancellation reason as "Technical Limitations - Remote Connection Unsuccessful." They include a brief description of the technical difficulties faced during the remote connection attempt.

To learn more about the work order Cancellation Reason refer to the following link:


Configure	Manage

Was this article helpful?

What's Next

Configure Cancellation Reason