In general, restricting end users (requesters) from reopening cancelled requests is considered a best practice. Since a cancelled request represents one that was intentionally cancelled or terminated and allowing it to be reopened can impact workflow integrity, SLA calculations, reporting accuracy and audit trails. A common approach is to require users to create a new request or contact the help desk if the issue arises again and allowing only technicians to reopen cancelled requests in exceptional cases.

How would you implement this requirement in ServiceDesk Plus within your environment? Have you used any workflows, customizations or other approaches to prevent end users from reopening cancelled requests?

We welcome your insights, experiences and best practices.