Cancel a case

Cancel a case when it should no longer continue.

Canceling a case ends work on the current request without resolving it. Use this action only when the case was created in error or no longer requires action.

For an overview of the case lifecycle, see Manage the case lifecycle.

Before you begin

• Confirm the case no longer requires work.
• Consider whether another action, such as resolving or merging the case, is more appropriate.
• Record the reason for the cancellation.

Case Managers and Case Administrators can cancel cases within their scope. Depending on your organization's configuration, the person who created the case may also be able to cancel it.

Cancel a case

1. Open the active case.
2. Select Add note and cancel case.
3. Enter an internal note explaining why you are canceling the case.
4. Send the note.

The case is moved to Canceled.

What happens next

After you cancel a case:

• The case becomes read-only for normal case work.
• The reason for the cancellation is recorded in the case history.
• The case may be restored later if your organization's lifecycle settings allow it.

When to cancel a case

Cancel a case when:

• The case was created by mistake.
• The request is no longer needed.
• The case was opened in error and doesn't require further action.

Don't cancel a case if:

• The work has been completed. Resolve the case instead.
• The case is a duplicate that should be merged into another case. Merge the case instead.
• The employee still needs assistance. Continue working the case.

Best practices

• Include a clear internal note explaining why the case was canceled.
• Confirm that canceling the case is the appropriate outcome before proceeding.
• Use cancellation consistently so reporting accurately reflects why work ended.
• Restore the case instead of creating a new one if work needs to resume, and the case is still eligible.

Troubleshooting

Reference

• Audit history and AI evaluation traces