Cancel a Case

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If a case was created in error or the action item is no longer relevant, you can cancel it to remove it from your active workflow.

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Before You Begin

• If you are an admin on the account, you already have access to this feature. Non-admin users must be granted the Manage Standard Cases permission to update or cancel cases.

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How to Cancel a Case

To begin, navigate to the list and click on the case you would like to update.

Implementation Tip: We recommend adding a comment or photo to explain why the case is being canceled. This provides your team with a clear record of why the action item was no longer required.

1. Document the Reason: In the comments tab on the right-hand pane, click the New Comment field to provide an explanation, or use the camera icon to attach a photo.

2. Save the Comment: Click the Add Comment button to secure your notes to the case.

3. Update the Status: Once the details have been added, change the status of the case to Canceled.

4. Save: Click Save to finalize your changes.

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Notifications and Visibility

• Notifications: Adding a comment or photo automatically triggers a notification to the assignee and any user who has previously participated in the case (the user making the update will not receive a notification).

• Visibility: All recorded comments and photos are stored in the Comments view and can be sorted chronologically to review the case history.

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