Process a cancel request in playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Use the procurement playbook to approve or reject cancellation requests.

    Before you begin

    Role required: sn_spend_psd.admin, agents, fulfillers

    About this task

    As an agent, you can view the requests, complete tasks across multiple workflow activities, and manage complex operations from a unified playbook. The playbook provides agents an automated way to visualize the overall process in a task-oriented format.

    Procedure

    1. Navigate to All > Procurement Case Management > Procurement Workspace.
    2. Select the List icon (List icon.) and select All team work > Cases.
    3. Select the request number from the list for further processing.
      Note:
      With the revision request raised, the state has been changed to Pending Cancellation for both the purchase requisition and purchase line.
      The Playbook tab opens with the Cancel request section.
    4. View all the associated information in the Details and Task SLAs tabs, and information on the procurement case lines, tasks, and original purchase in the Related cases and tasks pane.
      You can compose an email from the record to communicate with the requester or other stakeholders. For more information, see Email composer with quick messages and response templates in Source-to-Pay Workspace. You can even search for and view relevant resources from Agent Assist. For more information, see Agent assist in Source-to-Pay Workspace.
    5. Select Intake and Assess to verify and process the information about the request.
      1. Select Look up procurement case line for information on the request and purchase request line items.
      2. Review the request from Contact the supplier and confirm or reject procurement case and select one of these actions.
        • Confirm: After you verify that cancellation is feasible, confirm the request. Once confirmed, the PO changes to a closed canceled state.
        • Reject: When you reject, you must contact the supplier and confirm whether the order can be rejected. When a cancellation option is unavailable, the request changes to Closed Rejected state.
      3. Check the Process cancellation section:
        • Update ERP with cancellation: Updates the ERP with the cancellation.
        • Update ShoppingHub with cancellation: Updates the progress of the task.
      4. Complete the tasks to Close the cancellation request automatically.
        • Send business owner a confirmation email: Notifies the business owner about the cancellation. Select Send email to update.
          Note:
          You can personalize the mail subject and content.
        • Update sn_spend_sdc_service_request: Updates the record.

    Result

    On confirmation, the cancellation task is complete.
    Note:
    The shopper is notified when a cancellation request for a purchase, in part or whole, is processed. The reason for the cancellation is listed in the header as well as in the activity stream of that purchase or line.