Overview

This article covers how to verify and update the permissions required to cancel a Journey, confirm the fix, and escalate if the issue persists.

Verifying and Updating Cancellation Permissions

Navigate to Admin > Roles > Agent Roles and confirm the user is assigned both the Journey Request Supervisor and Journey Request Owner roles. Within each role, verify that the following permissions are toggled on: View Journey request, Edit Journey request, Cancel Journey request, and Delete Journey request. If any are disabled, enable them and ask the user to retry canceling the Journey.

Confirming the Issue Is Resolved

After updating the permissions, ask the user to log out and log back in to apply the changes. Have them navigate to the Journey module, locate the specific Journey, and verify that the cancel option is now available. Confirm with the user that the cancellation process works as expected.

Escalating if the Journey Still Cannot Be Canceled

If the issue persists after permissions are updated, confirm whether the user is the original initiator of the Journey, as the system only allows the initiator to cancel it. If the user is confirmed as the initiator and permissions are correctly assigned, escalate the issue with screenshots or logs provided by the user, including all steps taken and any error messages encountered.