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Recover an abandoned application

  WorkspacesThis topic relates to Journey Workspaces   |     Workspaces UserIncludes bank staff, helpdesk, relationship managers, and managers   |  19.11This feature was introduced in the 19.11 release23.04This feature was updated in the 23.04 release

Note

Prior to Workspaces 19.11, 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, if 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 allows you to recover an abandoned application, within a configured time frame, so that the applicant can continue the application they started without having to re-enter any saved information.

Note

Any Personally Identifiable Information (PII) in a recovered application is not available if the data retention period has expired.

In addition to abandoned applications, an application that has been withdrawn can also be recovered.

Info | 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 either the List screen or the Details screen in the Workspaces Helpdesk and Assisted Channel spaces.

Recover from a List screen

To recover an application from the List screen :

  1. From the Spaces navigation menu, select the Helpdesk or Assisted Channel space. The List screen is displayed.
  2. In the item list, locate an application that you want to recover and point your cursor at it. The available actions appear at the right-hand side. When searching for an application, keep in mind that some application details may not be available if the application has not been filled in completely.
    The Recover action is available here if the application has been saved, either intentionally by the applicant or in the background by the form, before becoming abandoned or being withdrawn.
  3. Click restore_from_trashRecover. 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 of the screen.
Tip | 22.10This feature was introduced in the 22.10 release

You can use the Bulk Action feature to recover multiple applications at once. Bulk actions are available on the Journey Workspaces List screen only. Neither Journey Brokers nor Journey Applicants support bulk actions, nor can they be performed from any Details screen.

Recover from a Details screen

To recover an application from the Details screen :

  1. From the Spaces navigation menu, select the Helpdesk or Assisted Channel space. The List screen is displayed.
  2. In the item list, locate an application that you want to recover and select it. The Details screen for the selected application is displayed. When searching for an application, keep in mind that some application details may not be available if the application has not been filled in completely.
  3. On the Details screen, click restore_from_trashRecover. 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 of the screen.

    restore_from_trashRecover is located in the Actions group.

    restore_from_trashRecover is located within the selected task in the application timeline.

    Note that the Recover action is only available for the first task of an application that has been saved but not yet submitted.

    The Recover button is located in the Action panel.