Add explicit close/cancel step for duplicate requests

Jane Gianoutsosrequested to merge
duo-edit-20260626-055654 into main

Summary

This MR adds an explicit step to the Account Deletion & Data Access Requests - Workflows handbook page, addressing the gap identified in gitlab-com/support/support-team-meta#7697 (MR 2).

Problem

The workflow currently instructs Support Engineers to send the Duplicate Request message when a duplicate privacy request is found, but does not state that the request must then be explicitly canceled in Transcend. This led to confusion, as sending the message alone does not close the request automatically.

Changes

In Step 0: Check for duplicate requests (under Individual User Deletion), the instructions are updated from a single paragraph to a numbered list that makes it clear:

  1. Send the Duplicate Request message to the user.
  2. After sending the message, explicitly click Cancel Request in Transcend to close the duplicate request.

Screenshot reference

As noted by @sebbert1 in this comment, the Cancel Request button looks like this:

Screenshot 2026-06-22 at 9.43.02 AM.png

Note: The image reference in the MR diff (/images/support/cancel-request-transcend.png) is a placeholder path. The actual screenshot from Stephanie's comment (shown above) will need to be uploaded to the handbook's /static/images/support/ directory at that path, or the image reference in the markdown can be replaced with an inline description if screenshots of internal tools should not be published in the public handbook. Please adjust as appropriate during review.

References

Merge request reports