Service Manager

Service Request Business Object Reference

This section lists the default definitions of the Service Request business object.

•Canceling a Service Request

•Task Cancellation Process

•Calculation Rule

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.