Cancel orders
Cancel an inflight order, or order line item when a customer requests it or your internal personnel determine an order cancellation is necessary.
Before you begin
Role required: order_approver, order_viewer, sn_ind_tmt_orm.order-fulfillment_agent, or sn_ind_tmt_orm.order_fulfillment_manager
About this task
You can only cancel orders that are in the In progress state. You can delete orders or order line items from orders that are in Draft or New states. To learn more, see Delete orders.
Procedure
Navigate to Workspaces > CSM/FSM Configurable Workspace .
Select the List icon
.
Navigate to Customer Orders > All or Service Orders > All to cancel a product or service order respectively.
Select an order you want to cancel.
Note: If the PONR option is selected, the Cancel Order button is turned off because it is too far along in the process to request a cancellation.
Select Cancel Order.
When you request an order cancellation, the following actions take place:
- The State field changes to Assessing Cancellation.
- The Version field increments to the next version number.
- The Revision Operation field is set to Cancel.
- Notification messages appear if there are any conditions that are preventing cancellation of the order. A designated manager must approve the order cancellation.
- In the customer order, make the required changes, and then select Save.
What to do next
A designated manager must approve the order cancellation. To learn more, see Review and approve order revisions or cancellation requests.
Parent Topic:Managing inflight order changes and cancellation requests
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