Canceling an assigned ticket

SECURITY  Outsource permissions

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > Outsource > Cancel

1. To open the page, use the path(s) in the Security and navigation section above.
2. Click the Outsource drop-down menu and select Cancel.

NOTE  Although you cannot cancel a ticket once it has been accepted, you can set the outsource status to Complete. The service partner receives a notification that the outsource status is complete and all synchronization is terminated. You can then outsource the ticket to another partner.

• The service partner receives an email indicating that the ticket has been canceled
• A note is added to the ticket
• The outsource information bar indicates a status of Canceled
• The partner name is removed from the Outsourced To column in ticket lists
• The ticket is available for re-assignment
• The fields in the Outsource Ticket page are no longer read-only