The Update Request action allows the workflow to make automatic changes to the active request without manual intervention. With this action, you can change the status of the request to the appropriate value depending on where you are in the process.
 

• To add this action to your workflow:

  1. In the Workflow Builder, click "New Component".
  2. Select Update Request from the Actions section.
  3. Select Change Status.

     

  4. Choose the new status you want the request to transition to.

• When setting up this action, you can select one of the following statuses:

  • Closed
  • Canceled
  • On Hold
  • In Progress

  

  Keep the following restrictions in mind when configuring transitions:

  • You can't transition to Unassigned or Assigned statuses, since these depend on whether a responsible agent has been assigned to the request.
  • You can only transition to In Progress if the request is currently in Assigned or On Hold status.
  • You can only transition to On Hold if the request is currently in In Progress status.

  Workflows can skip intermediate steps in the process. For example, you can transition directly from Unassigned or Assigned to Closed or Canceled.

  When setting up this action, make sure you know what status the request will be in at that point in the workflow to avoid transition errors.

If the workflow isn't progressing as expected, it's possible that a configured reference has changed or no longer exists.