Withdraw – Withdraw an Unsubmitted 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

If you're using Workspaces v19.11 or later, you can withdraw an application from within Workspaces or the Journey Manager dashboard. However, if you're using Workspaces v19.05 or earlier, applications can only be withdrawn in the Journey Manager dashboard.

Consider the situation where someone starts an application but, before submitting it, they change their mind and decide not to proceed with the application after all. So, they contact the support helpdesk and ask for the application to be canceled. Workspaces handles this situation by allowing an application to be withdrawn.

Withdrawing an application is a deliberate step in the application workflow and progresses the application to an end point in its life cycle. At this point, processing of the application might cease but this does not mean that the application is discarded just yet. This is convenient for an applicant that has a subsequent change of heart and decides to continue with their application, as all is not lost and a withdrawn application can be recovered.

While it might be good practice to withdraw unwanted unsubmitted applications, it is not mandatory to do so, and an unsubmitted application that is not withdrawn will eventually expire, becoming . This is important to note as it could affect an SLA relating to the processing of applications.

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

To withdraw 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 withdraw. 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 application item in the item list – the available actions appear at the right-hand side.
    The ( Withdraw ) 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).
  4. Click (Withdraw) – the application is withdrawn, and the available actions change.
    A message confirming you have withdrawn the application is displayed briefly in the bottom left corner.

To withdraw 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 withdraw. 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 withdraw the application:
    • Workspaces v20.05 – Click the  ( Withdraw ) icon button for the selected task in the Timeline.
      Note that the Withdraw 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 Withdraw button in the Action panel.
  5. The application is withdrawn, and the available actions change. A message confirming you have withdrawn the application is displayed briefly in the bottom left corner.