Recover – Recover an Abandoned Application

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |  v19.11 This feature was introduced in v19.11. |   v20.05 This feature was updated in v20.05.

Note

Prior to Workspaces v19.11, applications could only be recovered in the Journey Manager dashboard.

Sometimes, an application is started but not saved or submitted. This could be a deliberate choice by the applicant, but it may also be due to circumstances beyond the applicant's control; for example, their browser crashes, or the form session times out. Regardless of how or why it happens, an application that hasn't been saved or submitted eventually becomes abandoned.

After an application has become abandoned, the applicant may decide that they want to continue their application. For example, the applicant may have closed the form accidentally without saving/submitting it, or they may simply have change their mind and want to complete and submit the application they started earlier. The abandoned application probably contains a lot of information that the applicant entered earlier, and they don't want to have to enter it again. Workspaces provides a way to recover an abandoned application, within a configured time frame, so that the applicant can continue the application they started.

In addition to abandoned applications, an application that has been withdrawn can also be recovered.

Note – How does an applicant access a recovered application?

Workspaces does not mandate how an applicant can access a recovered application in the default configuration as this is an aspect that will be specific to each Workspaces portal. However, it's likely that the applicant will have received an email at some point - such as when they started or saved their application - and this will include a link to take them back to their application.

You can recover an application from the List page or the Details page in the Helpdesk and Assisted Channel spaces.

To recover an application from the List page:

  1. Select the Helpdesk or Assisted Channel space.
  2. On the List page, locate the application you want to recover. If you're searching for an application, keep in mind that some application details may not be available as the application may not be filled in completely.
  3. Point your cursor at the item in the item list – the available actions appear at the right-hand side.
    The ( Recover ) action is available here because even though the application has not been submitted yet, it has been saved (either intentionally by the applicant or in the background by the form) before becoming abandoned or being withdrawn.
  4. Click (Recover) – the application is now available again to continue along the application workflow.
    The available actions change and a message confirming you have recovered the application is displayed briefly in the bottom left corner.

To recover an application from the Details page:

  1. Select the Helpdesk or Assisted Channel space.
  2. On the List page, locate the application you want to recover. If you're searching for an application, keep in mind that some application details may not be available as the application may not be filled in completely.
  3. Select the application item in the item list to display its details.
  4. On the Details page, click a button to recover the application:
    • Workspaces v20.05 – Click the  ( Recover ) icon button for the selected task in the Timeline.
      Note that the Recover action is only available for the first task of an application that has been saved but not yet submitted.
    • Workspaces v19.11 and earlier – Click the Recover button in the Action panel.
    The application is now available again to continue along the application workflow.
  5. The available actions change and a message confirming you have recovered the application is displayed briefly in the bottom left corner.