Requestors and primary contacts can now cancel their own service requests in the Service Request module. Previously, if a customer added a service request in error, the customer would need to contact an operator or administrator to cancel the ticket. Now, customers can cancel the ticket directly, saving operators time and eliminating the need for further action.
Suppose a customer adds a ticket to adjust the temperature on their floor, only to realize that an operator is already responding to a similar ticket. To save a new operator an unnecessary trip, the customer simply accesses their ticket on the Maintenance Request Summary screen and clicks the new Cancel Ticket button. The Cancel Request window displays, where the customer can enter the reason for the cancellation and click OK to cancel the ticket.
Note: The Maintenance Request Summary screen is accessed by clicking the View link on the Request Queue screen.
Providing customers with additional control over their tickets increases efficiency by reducing unneeded operator responses. This feature will be available in the next two weeks. If you have any questions, please call 713-526-1029, or send an email to firstname.lastname@example.org.