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Sections in this article:
Introduction
This article covers how to configure a workflow so that when a form is rejected, it's sent back to the requestor to update and resubmit, but is automatically closed if no action is taken after a set amount of time. This provides a structured way to handle rejections by supporting both resubmission and closure.
The requestor will be notified that their card was rejected, and can resubmit their form without having to start a new request from scratch. Alternatively, they can take no action and let the SLA deadline expire, after which the card will be automatically transitioned to a Done phase.
Example Diagram UPDATED: XML / PDF
Configuration
Add a New Phase
First, you'll need to add an additional phase to the workflow and configure the settings:
- Navigate to the relevant workflow, then click Add.
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- Enter a phase title (e.g. Review Rejection) and description if needed, then click Save & Next.
- From Form Access, select the Card Creator radio button under Card Owners.
- From Form, select the Editable radio button on the relevant sections, ensuring this matches the configuration of the start phase.
- From Notifications, enable the Email Notification toggle for Card Owner, then click the pencil icon to edit the email content.
- From Transitions, select the Conditional radio button, then click Clone Transitions to replicate the transitions from the initial request phase.
- Click Add Transition and enter a name e.g. SLA Expired, then click Create.
- Click Add, then set the condition as SLA Deadline Expiry = is expired.
- Set this to transition cards to the Rejected [Done] phase, then set the transition status to Live.
- From SLA, enter a value, then select the unit (hours or days) from the dropdown list, for example 7 days.
Reorder Phases
Next, you need to move the phase to the relevant position:
- Click Reorder.
- Drag and drop the phases into the desired position. This could be:
- Between the Request and Approval phases.
- At the end of the workflow, next to the Rejected [Done] phase.
- Once finished, click Update.
Reconfigure the Approval Phase Transition
Finally, update the transitions from your approval phase so that rejected cards move into the new Review Rejection phase.
- Click the approval phase to edit it.
- From Transitions, select the new Review Rejection phase radio button under IF REJECTED.
Optional Setup
If desired, you can configure the following to ensure a streamlined process:
- Add a reminder email a day before the SLA timer expires, notifying the requestor they have one day left to act on their resubmission.
- Add a new mandatory field in the resubmission phase asking the requestor to explain why the request should be reconsidered.
- Update the rejection phase instructions to inform the reviewer what happens when a form is rejected.
Example Email Templates
The following examples can be used for the email notification and reminder templates.
Rejection Notification Email
Subject: ⚠️ Request Rejected - ⚠️
Content:
"{{ recipient.full_name }}
Your <strong>{{ workflow.label }}</strong> request form has been rejected.
<strong>Rejected By</strong> {{ actor.full_name }}
<strong>Comments:</strong> {{ approval.reason }}
You may update and resubmit this request at the below link.
<hr><i>If no action is taken, your request will be archived after <strong>7 days</strong></i>"
Rejection Reminder Email
Subject: ⏰ 1 day left to act - {{ card.name }} ⏰
Content:
"{{ recipient.full_name }}
Your <strong>{{ workflow.label }}</strong> request will remain active for one more day before it is automatically archived.
You may update and resubmit this request at the below link
<i>If you no longer need this new contract, you can disregard this email.</i>"