How do I approve or reject an engineer's job-cancellation request?
What you'll do: When a field engineer requests to cancel a job, it appears on the service request's Jobs tab. Open the job and choose Approve cancellation or Reject — resume job.
Steps
- Open the service request and go to the Jobs tab. A job the engineer asked to cancel shows as Cancellation Requested.
- On that job you'll see a decision block with two buttons:
- Approve cancellation — the job becomes Cancelled.
- Reject — resume job — the job goes back to In Progress so work continues.
Who can do this
Service Coordinators and Service Managers (the Approve cancellation permission). The engineer can retract their own request until you decide.
Good to know
- Rejecting always returns the job to In Progress, even if the engineer requested the cancellation while the job was on hold.