Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Using/CancelingCasesSC.htm

## Canceling Cases in Service Center

Service Center reps can cancel a case directly from Case Details. This is useful when a case is duplicated or created inadvertently.

Cases can be canceled while in any active state. Cases in a terminal state, for example, Solved or Closed, can not be canceled. Users must enter a public comment to capture the cancellation reason on the Case Timeline. Once canceled, the case is removed from default list views and becomes read-only.

**Who can use this feature?**

* Service Center Reps - Browser
* [Canceling Cases](#Cancelin)
* [Viewing Canceled Cases](#Viewing)
* Users do not require an additional license

### Configuring Canceling Cases in Service Center for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

To configure this feature, ensure [Configuring Service Center](../SCConfig.htm) is complete.

### Canceling Cases as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Service Center Reps can cancel a case from Case Details when the case is in a non-terminal state.

To cancel a case:

1. Navigate to the Service Center tab.
2. Navigate to the appropriate case.
3. Expand the **Case Lifecycle Status** menu.
4. Select **Cancel Case**.
   ![](../../../Resources/Images/CancelCases.png)
5. Complete the Cancel Case modal:
   * Populate the Case Comment field in the Cancel Case modal
   * Select **Save**
6. Select **Save**.

Once canceled, case fields become read-only and the Activity Feed displays the Case’s cancellation reason.

For cases created from an email thread, the message\_state\_\_v field on the corresponding message\_node\_\_v record is updated to reflect the Closed state.

### Viewing Canceled Cases as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Canceled cases do not display in the My Cases and All Cases view, they can only be accessed by a direct URL or [Vault Search](https://platform.veevavault.help/en/gr/442/).
Custom list views that are not filtered by state may also display canceled cases.

### Related Topics

[Configuring Service Center](../SCConfig.htm)

[Using Service Center](SCUsing.htm)

[Managing Case Administration](CaseUpdates.htm)