Change the wording "Won't Do" when cancelling a ticket

Question

Hey there,

Feedback from the floor is that when a ticket is cancelled the wording "Won't Do" is a little harsh when it is displayed as the resolution reason.

I am not sure if it is possible to change that even to just display 'Cancelled', didn't want to muck around too much in the workflows without understanding the wider impacts of this.

Thanks.

Steven Lees-Smith · Answer

Hey, yeh it is the resolution when a ticket is cancelled by the customer, it is OOTB.

I saw that in the resolutions section but wasn't sure if changed by editing it but not sure if it was built into any sort of OOTB automation or the like, just wary about breaking something that comes with the product.

Nic Brough -Adaptavist- · Answer

Assuming you're "won't do" is a "resolution", there is an easy fix - rename it in Admin -> Issues -> Resolutions.  The harder bit of that fix might be up with a better name, but "cancelled" is a good option.