Canceling Work Tickets

Overview

You can take more steps to track and manage work tickets canceled individually and in bulk by choosing to require a cancellation reason. This will give you more insight and help you improve work ticket workflows.

Requirements

You must meet these requirements to use this feature:

• You must have system administrator permissions to create and require canceled reasons.

• You must have a Work Ticket Canceled Reason created before you can add or require it on a canceled work ticket. You will not have the option to cancel a ticket if there are no active canceled reasons.

• You must have the Cancel Work Ticket permission to view the option to cancel a work ticket.

• You must check Require Reason for Work Ticket Cancellation to ensure all users provide a cancellation reason before a work ticket cancellation is confirmed.

• You must have the View Reports and the View Drill Down Reports - Work Ticket Visits permissions to view the Work Ticket Visits report.

• You must have the View Reports and View Audit Report permissions to view the Work Ticket Audit report.

Configuration

Create Work Ticket Canceled Reasons

Before switching this feature on, you will first need to have at least one active Work Ticket Canceled Reason created by taking these steps:

1. Go to Administration > Application > Lists > Work Ticket Canceled Reason.

2. Select New to create a new reason or choose an existing reason requiring changes.

3. Add a new reason or modify an existing one and select Save. 

Note

• On the Work Ticket Canceled Reason details page, you can enter a reason between 1 and 50 characters in the required Reason field.

• You can deactivate Work Ticket Canceled Reasons that are not in use. For example, if you have a reason titled “Weather” and another one “Rain,” you might decide to deactivate “Weather” in favor of “Rain.” Deactivating a canceled reason will not affect work tickets with that reason already applied.

• Once you create a Work Ticket Cancellation Reason, it will be available but not required when you cancel a work ticket. You can cancel a work ticket from the following:

  • Work Ticket details page: Work Ticket > Work Ticket details page > three-dots menu > Cancel

  • Opportunity - Work Ticket details page: Opportunities > Opportunity details page > Opportunity Work Tickets > Work Ticket details page > three-dots menu > Cancel

  • Work Tickets: Work Tickets > Bulk Action > Cancel

  • Opportunities Work Tickets:  Opportunities > Opportunity Work Tickets > Bulk Actions > Cancel

Managing Work Ticket Canceled Reasons

All created work ticket canceled reasons can be managed from the search list page. You can filter, sort, display, and group by Reason, Status, and the In-Use fields.

Like most search lists in Aspire, you can save, print, export, and customize your search lists using the following options: Save As, My Default, Reset Advanced Search, Print Screen, Export to Excel (Current View), and Export to Excel (All Fields).

The In-Use column displays a checkmark next to the canceled reason when the reason has been selected for use, whether the reason is active or inactive.

Requiring Reasons for Work Ticket Cancelation

As a system admin, you must check Require Reason for Work Ticket Cancelation to ensure all users provide a cancellation reason before a work ticket cancellation is confirmed.

Take these steps to activate this feature:

1. Go to Administration > Configuration > Application > Require Reason for Work Ticket Cancellation.

2. Select Save.

Note

Before activating this feature, you must have at least one active Work Ticket Canceled Reason saved. This feature will automatically deactivate if no active ticket canceled reasons are available due to deletion or tickets being marked inactive.

Canceling Work Tickets in bulk

You can cancel work tickets in bulk for a specific opportunity by selecting the Bulk Actions menu and choosing Cancel from the Opportunity Work Tickets section on your Opportunity.

You can cancel work tickets for multiple opportunities or the same opportunity by selecting the Bulk Actions menu from the Work Tickets search list on the Main Menu.

Before confirming, the highlighted number of select work tickets to be canceled in bulk is displayed on the Cancel Work Tickets dialog.

Note

• When canceling work tickets in bulk, you will not receive a message informing you which tickets cannot be canceled.

• You can uncancel work tickets only if your system is not set to adjust revenue variance.

Search Lists and Reports

The Canceled Work Ticket Reason is a search field that can be filtered, displayed, sorted, and grouped on the following  search lists and reports:

• Work Ticket search list

• Opportunity Work Ticket search list

• Work Ticket Visits report

  • Only active Work Ticket Canceled Reasons will appear on the report.

  • You can filter, display, sort, and group information using the Work Ticket Canceled Reason field.

• Work Tickets Audit report