How do I cancel all remaining Change Order (CO) tasks within CA Service Desk Manager (CA SDM) if one of them is Rejected?

Document ID : KB000017467
Last Modified Date : 14/02/2018
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Description:

Consider the following scenario:

A Change Order with multiple Tasks flows in a normal process, with tasks being approved, until one of them is Rejected.

The remaining Tasks are in a Pending status and the Change Order cannot be closed because there are Tasks to be completed (CA SDM will not allow a Change Order to be closed with tasks to be completed).

Why are the remaining tasks not cancelled immediately? How can they be cancelled?

Solution:

CA Service Desk (SDM) does not cancel the remaining tasks if one of them is Rejected. There is no way to configure such behavior out of the box.

Although there is a Cancelled status for Change Order Tasks. This status is for CA SDM internal use only - TEC590417 discusses this with details.

The way to achieve this is to have the Change Order cancelled. This will automatically cancel any task which have a Pending status.