how to remove cancel request from customer view

[siva]

Customers of jira service desk, should not be able to cancel request only agents should be able to cancel. ( is it possible to configure that)

[PADMA KOTHAKOTA]

Hi @siva,

Above which I specified is for Cancelled status in workflows . It will be usefull only for the status transition. 

For restricting Cancel request.I think below URL may helpful 

https://help.ivanti.com/ht/help/en_US/ISM/2017.3/Content/ServiceDesk/ServiceRequest/Configuring_Cancelable_Service_Requests.htm

[PADMA KOTHAKOTA]

Hi @siva,

I think it is  possible through workflow conditions. Create a Group for the Agents and add the agents members to this GROUP

 In the Workflow for cancel transitions add a condition like "User Is In Group" (This Condition will allow only users in a given group can execute this transition.) Select agents group(which you created above) in this conditions so only who added in this group can see and execute this transition others cannot see the cancel Transition.

[PADMA KOTHAKOTA]

For More info, Please check the below URL

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-advanced-workflow-configuration

[siva]

thanks for the reply, 

but my issue is with cancel request of by agents like below screenshot,( ill try to use your condition.)