Configure Cancellation Reason

A Cancellation Reason in the context of Work Order Management refers to the documented rationale for terminating a work order before its completion. This reason is used to ensure transparency and traceability in the service management process.

• Overview

• Configure Cancellation Reason

Overview

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.

Configure Cancellation Reason

Allow Administrators to define and manage the specific reasons for cancelling work orders within the Service Management application. By standardizing Cancellation Reasons, organizations can maintain accurate records, analyze trends, and improve decision-making processes related to work order management. A clear understanding of why work orders are cancelled helps in identifying areas for improvement, optimizing resource allocation, and enhancing overall service efficiency.

To configure Cancellation Reason, perform the following steps:

1.  Log in to the Apex application.
   

2.  Navigate to Design Studio > Service Management > Work Order > Configurations > WO Masters > Cancellation Reason.
   

3. Click New to configure Cancellation Reason.
   
   Figure: Cancellation Reason List

4. Enter and select appropriate values for the mandatory fields.

   

   Figure: Configure Cancellation Reason
   

5.  Enter the appropriate details in the required fields.
   
   For more information, refer to the following Field Description.

   Field	Description
   Tenant*	Select Tenant from the field dropdown.
   WO Cancellation Reason*	Enter WO Cancellation Reason that can be used by the users.
   Description	Enter Description details appropriate to the Cancellation Reason
   Sort Order	Specify a value to set the sort order for the Cancellation Reason. Note The Sort Order field accepts values from 0 to 999. Cancellation Reason is executed alphabetically on the pages irrespective of the number of Cancellation Reasons that are configured with the same Sort Order or without any sort order. Example: If Cancellation Reason 1 ( Leave Request Not approved ) is configured with sort order value 1. Cancellation Reason 2(Not a Valid WorkOrder) is configured with sort order value 2. Cancellation Reason 1 (Leave Request Not approved) is placed on the top of the Cancellation Reason 2(Not a Valid WorkOrder) across all the pages.
   Active	Enable Active control, it indicates that the Cancellation Reason is Active across all the pages wherever it is used. By default, this is inactive.
   Default	Enable Default control, it indicates that the  Cancellation Reason is set as Default and this value will be considered as Default value when used. By default, this value is set to non-default.

6. Click Save to complete the configuration.
   The configured Cancellation Reason is displayed on the List page.