Working a Request from Its Progress Page

Each request has a progress page for the people who run the process: its stage history, what every approver recorded, every e-mail it has generated, and the corrective actions an administrator can take when a request is stuck.

Where to find it

Architect Panel → Forms:

User Input Views — View Requests on the view, then View Progress on a request

Admin Panel → Processes:

Expiring Soon — the Open button on a request

You need Read on the request's datastore to open the page, and Edit Existing to use the buttons that change a request.

What the page shows

A heading with the view name and the reference.
The progress bar, one step per stage. The stage the request is waiting at reads Current Stage; an application held in a closed-window queue reads Awaiting shortlisting instead, because nobody has been asked yet.
The request's details.
A Waiting for Information box when the requester has been asked something and has not answered, saying which stage asked and when.
A Flagged box when answer flags were raised, listing each flag, the answer that raised it, whether its notification failed, and whether it is holding the request.
Per-stage records: Approval Fields, Decline Fields and Stage Move Fields hold the answers approvers gave when they pressed a button, and any information requests and responses.
E-mail Correspondence: every e-mail the request has sent, with Recipients, Subject and Date/Time Sent, and the message itself.

The buttons

Action Request (with the waiting stage's name) opens the approver's decision page in a new tab. Whatever you press there is recorded as that stage's decision, so use it only when you are entitled to decide.
Edit Details opens the record for editing.
Rollback to Previous Stage removes the last stage decision and sends the request back. You must enter a Number of days to exclude from automatic timeout (1 to 365, default 7) so the request is not timed out the moment it returns. On a Verify Identity stage the button reads Reset Stage.
Close Information Request appears while the request waits on the requester. Record the information received, or why it is no longer needed; leave E-mail the approver ticked to send them a fresh link. The stage does not move and the decision stays with the approver.
Clear on a flag records that it has been reviewed; Release Hold and Notify Approver sends a held request on. See Answer Flags.
Forward / Re-send on an e-mail sends a copy to an address you enter.
Delete on an e-mail removes it from the correspondence list. Only architects see it.
Re-generate and Send E-mails appears when a request on a view with stages has no e-mails at all. It sends the requester's confirmation and the first approver's e-mail, for a submission that was saved but whose e-mails failed.

Choosing the right fix

The approver says they never got the e-mail. Check E-mail Correspondence. If it is there, Forward / Re-send it to the right address. If the list is empty, use Re-generate and Send E-mails.
The requester answered outside the form. Use Close Information Request rather than Rollback, which would lose the record that information was asked for.
A stage was approved by mistake. Use Rollback to Previous Stage and choose enough days for the approver to act again.
A field was entered wrongly. Use Edit Details.

Worked example

A supervisor rings to say they deleted the approval e-mail for application WX-2231. The co-ordinator opens Expiring Soon, sees the request has five days left, and presses Open. Under E-mail Correspondence they find the supervisor's e-mail and use Forward / Re-send to send it again. Two weeks later the student phones in the answer to a question the supervisor asked; they press Close Information Request, type the answer, and the supervisor receives a fresh link.

Recommendations

Read the correspondence first before changing anything.
Prefer Close Information Request to a rollback.
Give rollbacks enough days so the time-out does not undo your fix.
Use Action Request sparingly; it is recorded as the stage's own decision.