Close or cancel an internal play

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can close or cancel an internal play and all the related tasks.

    Before you begin

    Role required: sn_acct_lc.customer_success_agent

    Procedure

    1. Navigate to Workspace > CSM/FSM Configurable Workspace and select the List icon.
    2. Navigate to the Customer Success > All Internal Plays and open the internal play you want to cancel.
    3. Select the Record details to view the internal play record form.
    4. Depending on your requirement, change the State to Canceled or Closed.
      The Closure code is automatically updated to reflect the State change.
    5. Ensure that all the mandatory fields are filled out and select Save.
    6. Select Yes in the confirmation window to continue.
      The internal play along with all associated child internal play tasks will be canceled or closed and the Progress is set to Canceled or Closed.
      Note:
      • Before you close an internal play, you must ensure that no associated child tasks are open. If an associated child task is still open, a warning message is displayed. You must first close or cancel the child tasks and then proceed with closing the internal play task.
      • When you try to Cancel an internal play, you will see a confirmation message indicating that all child tasks will be canceled. Select Yes to continue and cancel the internal play.