The error message ‘Step cannot be cancelled with current step status (COMPLETED)’ is displayed when attempting to cancel a terminating next action.
This has been confirmed as a bug and is fixed in Mosaic 22.2.4.4, 22.2.5.3 and 24.1.0.0.
In the meantime, to resolve this, we will need to manually update the status of the terminating next action to ‘cancelled’ in the database.
If you encounter this error, please raise a new case online and reference the title of this article.
Hosted and managed customers, please provide the following details to be used in the database script:
Name and step_id of the source step (the reopened step).
Name of the next action to be cancelled.
The "cancellation type" (from your pre-existing list).
A "cancellation note" (free text)
If additional next actions are required, these can be added in the usual way from the Mosaic front end. This can be done ahead of the removal of the terminating next action.