Limit who can cancel a request (when shared with an organization)

[Adrienne McCoy]

Hello,

I have an organization set up in JSD because employees need to view other employees requests.

The issue with setting up the organization is that employees can cancel other employees requests.

I want to be able to limit the person who cancels requests to be:

1 - the person who reported the issue

2 - an agent on that service desk.

Is there a way to do this?

Any help is much appreciated!

[Joseph Chung Yin · Accepted solution]

@Adrienne McCoy -

You can customize it via the WF.  Essentially, creating condition on who can transition the WF from one status to another status.

You can also refer to the following posting for further idea -

https://community.atlassian.com/t5/Jira-Service-Management/cancel-request-button-in-Service-Desk-Portal/qaq-p/1406962

Hope this helps.

Best, Joseph Chung Yin

Jira/JSD Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Adrienne McCoy]

Hi Joseph,

Thank you for your response! I've set up 2 separate conditions on the cancelled transition 

1- only reporter condition

2- user is in project role: service desk agent.

When I set up the transition, agents cannot cancel requests but could prior to this change.

Am I setting it up incorrectly?

Thank you!

[Joseph Chung Yin]

@Adrienne McCoy -

In your WF's transition setup for your condition, make sure you you select "Any of the following conditions" option.  See screenshot below.  By default it is always set to "All of the following conditions" option.  If you didn't change the default option, it means that only a user who is the reporter and associated with project role can execute the condition.

Hope this helps.

Best, Joseph

[Adrienne McCoy]

Thanks Joseph! This works perfectly! I appreciate your response.

[Taranjeet Singh]

@Adrienne McCoy  You can basically do the following to achieve what you are looking for:-

1. Create a transition "Cancel request" (if not already created) in your Service Desk request's workflow, and expose it to your customers/employees on the Customer Portal by checking the "Show transition on the customer portal" checkbox for this transition.

2. Put a condition on "Cancel request" transition in the workflow to allow only a reporter (a customer/employee) or assignee (an agent) to actually see and execute this transition.

I hope this helps!

[Joseph Chung Yin]

@Adrienne McCoy -

Hope our replies help you to address your ask.  If so, please mark your ask as "Answered".

Best, Joseph