Any program user can either recall or close an unresolved ticket that he/she created and sent to someone else after determining that ticket is no longer needed or needs additional information. The ticket can be found in My Tickets - In Process section of the Ticket Work Queue.  

The blue Discard button is on the bottom right corner of this page (See below).



Once a ticket has been discarded, it will only show in Resolved/Closed Tickets. A new ticket can be started if the ticket was discarded in error.