is there a workflow option to cancel a request

[Gary@ADL]

hi guys - just wondering if theirs a way of cancelling a request via the pro-cap workflow? rather than the usual 'end' - which then processes and logs a call.

 

I want my users if they go down a certain workflow to get to a read-only text box, then when they click next, the request is cancelled. (rather than them having to actually press the cancel button)

 

is this possible?

 

thanks

Gary

[James Ainsworth]

Thanks for your post.  From your description, I don't believe that we can do this.  However, I am interested to know a bit more.  When you say 'Users' are you referring to users on the service portal?  I'm also interested to know what type of mandatory question you would like to ask?  Are providing self diagnostic questions and if they select an option to say that their issue has been resolved, it would end the progressive capture without raising a request?

Regard,

James

[Gary@ADL]

Hi James, yes service portal users, and yes essentially - although its currently more about if the user choses a specific answer to a question - "we don't deal with this request, speak to a different department" (which is the text the user is presented with in the read-only box), and in such a case, we don't want a ticket raising with IT because its actually a Finance issue.

 

for example a missing stock code on our finance system - Initially a user/customer logs onto the portal to raise a ticket about a missing code, they would be asked questions - is it a finance code? is it missing?  then if the customer answers yes to both of these (one after another), the next box would have read-only text saying "see another department", then on clicking next again id like the request to be cancelled.

 

thanks

[James Ainsworth]

Thanks for your feedback @Gary@ADL.  I will do some investigation to see if this is something that we can introduce.

Regards,

James

[samwoo]

This would be cool so to avoid users logging the wrong request against a Service depending on the questions they answer or to have the user ensure that all the relevant information has been supplied before they can actually log it.

[JBasey]

Did this ever get introduced?  I would find this really useful for the reasons described above.

 

Thanks

James

[James Ainsworth]

Hi @JBasey

This ability to end a progressive capture is still something that is in our backlog.   I'll add your interest for this feature to the change request.

Regards,

James

[SJEaton]

This would be good for us too! 

Sam

[Stuart Torres-Catmur]

Hi folks

If the customer has chosen the wrong service/catalogue item and the procap has been designed to identify the catalogue item they should be using instead, 'switch capture' would do the trick.  However, where it can't be nailed down to a specific catalogue item and the  redirect is to another service where the customer still has to choose, this 'process end, do not log request' cancellation idea would be good.

This gets my vote!

[James Ainsworth]

Thanks for your posts.  I've registered your interest against the change.

Regards,

James

[HGrigsby]

++1 for us too - it is exactly what I want to do.  

The first question is "have you asked your team expert about this issue"  If Yes carry on to log the ticket and if No display a message but don't log it 

[James Ainsworth]

I just wanted to update this topic to let everyone know that there is now a cancel node that is available within Intelligent Capture.

I hope this helps.