Admins can enable the "Allow initiators to cancel journey requests" checkbox while configuring the initiator form in the Agent Portal. When this option is selected, initiators, such as hiring managers or requesters, can cancel a journey request directly from the Journey Request Details screen.
If the checkbox is not selected, the Cancel Journey Request option will be disabled for initiators.
This setting is especially helpful for organizations that want to give initiators the flexibility to end a journey early when it's no longer relevant.
When Can Initiators Cancel a Journey Request?
If the admin has enabled this setting and granted appropriate permissions, initiators can cancel a journey request at any time after initiation and before completion, as long as the request is in the Initiated or In Progress status.
Why Cancel a Journey Request?
The following are some valid use cases for canceling a journey request:
The new hire did not join the organization – If a candidate declines the offer or does not show up, the associated onboarding journey is no longer needed.
The employee’s role or department has changed – A revised role or department may require a different onboarding process, making the current journey request obsolete.
A duplicate or incorrect journey request was submitted – Canceling helps avoid redundant work and ensures accurate tracking.
The request is no longer relevant – In cases of organizational restructuring, shifting priorities, or policy changes, a previously initiated journey may no longer apply.
What Happens When a Journey Is Canceled?
All in-progress activities are paused and moved to a canceled state.
The journey request status is updated to Canceled, and it remains visible for auditing and historical reference.
Admin Setup: How to Enable This Option
To allow initiators to cancel journey requests:
In your Freshservice instance, go to Admin > Global Settings.
Start creating a journey, either from a template or from scratch.
In the Initiator Configuration screen, under Select initiator, use the dropdown menus to specify the Agent groups and/or Requester groups who can initiate this journey.
Select the checkbox labeled Allow initiators to cancel journey requests to enable cancellation access for initiators.
