There are three ways to approve/reject cancellation request.
The first way is through cancellation management list. If Agent choose to approve the request by clicking on the Approve action, popup will appear where following can be set:
Ticket Cancellation Approval popup
•Stage – from dropdown choose ticket status after cancellation is approved.
•Reply– type directly reply message of cancellation or use predefined template.
If Agent chooses to reject the request by clicking on the Reject action, a popup will appear where the following can be set:
Ticket Cancellation Reject popup
Reply– type directly reply message of cancellation or use predefined template
The second way of ticket approving/rejecting a cancellation request is to click on the row in the Cancellation request list which opens a detailed view for that request as shown in the picture below:
Cancellation Request Details popup
Agent can Approve/Reject the request from this popup.
Third way to Approve/Reject request is through the ticket view, for which the cancellation is requested as shown in the picture below:
Cancellation Request Details in ticket view
If you have authority to Approve/Reject ticket cancellation requests, a box will appear in the ticket footer with Approve and Reject options. Clicking on any option will open popup as already described above.