Inactive Customer Service Request Cleanup

Idea Lab

You can use the new Cancel Inactive Customer Service Request (C1-CICSR) background process to cancel inactive Customer Service Requests based on their age.  When a Customer Service Request is canceled, the process finalizes related child records, including Customer Service Request Person records.  It also deletes eligible non-final Process Flow records that include a Customer Service Request (C1-CSREQ) process flow characteristic referencing the request, and cancels the associated non-final Self-Service Task record, when applicable.

This feature helps maintain current customer service data and reduces manual cleanup by automatically canceling inactive requests and processing associated records.

Steps to enable and configure

To enable and configure this feature, complete these steps:

  1. Configure and schedule the Cancel Inactive Customer Service Request (C1-CICSR) batch control to run at implementation-defined intervals.

  2. System administrators should review and determine which user groups should be granted access to the following application service: 

    • C1-CICSR (Cancel Inactive Customer Service Request)