Service Request Business Object Reference
This section lists the default definitions of the Service Request business object.
Canceling a Service Request
The following table describes the fields that comprise a service request to make it cancelable. For information on configuring a service request, refer to Managing Service Request Actions and Permissions.
Object | Description |
|---|---|
Field | ServiceReqTemplate#TemplateCancelable (Boolean) Initialization rule: True |
Field | ServiceRequest#TemplateCancelable (Boolean) Initialization rule: True |
Field | ServiceRequest#Cancelable (Boolean) Calculation rule: $(if(((TemplateCancelable == false) || (((Status == "Canceled") || (Status == "Closed")) || (Status == "Fulfilled"))) then false else true)) |
Quick action | "Cancel Service Request" on ServiceReq Composite action: Mark ServiceReq as "Canceled" and add Journal.Notes |
Button | Cancel button on layout for ServiceReq Layout: ServiceReqLayout.New Action: Cancel Service Request Icon: icon_task_cancel.png Disable expression: $(if(Cancelable then false else true)) |
Business rule | Cancel Service Request Trigger: Field "Status" change to "Canceled" Action: Composite action |
Task Cancellation Process
Business Rule | Cancel workflow on cancellation. |
|---|
In Neurons for ITSM, the Service Request business object field called Cancelable is defined as Boolean. Only the Stored Field attribute is selected.
The calculation rule appears as follows:
Field Status is set to canceled.
This rule is a composite action and includes:
- Cancel tasks
- Cancel approvals
- Cancel workflows
- Service request cancellation
Calculation Rule
The new quick action is available to Service Desk Analysts. This is configured as a composite action: mark ServiceReq as canceled and add journal notes.