Consider the following user story:As a customer, I want to be able to cancel an...

To satisfy this user story, you need to add a case wide action to the case workflow. A case wide action is an action that users can perform at any point in the case life cycle, regardless of their current stage or assignment status. You can add a case wide action to allow users to cancel an open service request at any time and resolve the case accordingly. References: https://community.pega.com/knowledgebase/articles/case-management/86/configuring-case-wide-actions