Service Manager
This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.To view the help for the latest version of Service Manager, click here
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, see Configuring Editable and Cancellable Service Requests.
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 Service Manager, 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.
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