Preventing Unnecessary Response Creation

Last Updated：

2026-03-27

A self-cancellation form automated inquiry closures, eliminating staff dependency, errors, and rework.

1. Issue: Person-dependency on cancellation handling

The company’s internal helpdesk receives IT-related inquiries from employees via a web form, handling around 20 to 30 requests per day.

After receiving the inquiries, the helpdesk begins preparing responses. However, there are instances where the requester contacts them mid-process to say they’ve solved the issue on their own and no longer need assistance.

The cancellation handling procedures, such as which information to record and how to process it in the system, were not clearly defined and left to the discretion of individual staff members, leading to inconsistent handling.

As a result, errors such as missed cancellations and forgotten records occurred, requiring later corrections or verifications.

2. Solution: Implementation of a Dedicated Cancellation Form

To address this issue, the process owner introduced a system that allows requesters to complete their own cancellation procedures. By eliminating the need for individual staff responses, the goal was to fundamentally prevent person-dependency and rework.

Specifically, the following three steps were taken:

Developed a public form allowing requesters to cancel their inquiries.
Included the public form URL in the ‘Inquiry Receipt Notification’ email.
Added a setting (Terminate End Event) that automatically closes cases when an inquiry is cancelled.

With this implementation, the requester only needs to submit the dedicated form to complete the cancellation process. As soon as it is submitted, any ongoing inquiries at the helpdesk are automatically terminated.

Allowing requesters to self-cancel eliminates staff intervention, reducing errors, missed records, and rework.

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