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
If you're using Workspaces 19.11 or later, you can withdraw an application from within Workspaces or the Journey Manager dashboard. However, if you're using Workspaces 19.05 or earlier, applications can only be withdrawn in the Journey Manager dashboard.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 Workspaces handles this situation by allowing an application to be withdrawn.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that has a subsequent change of heart and decides to continue with their application, as all is not lost and a withdrawn application can be recovered.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to withdraw unwanted unsubmitted applications, it is not mandatory to do so, and an unsubmitted application that is not withdrawn will eventually expire, becoming abandoned. This is important to note as it could affect an SLA relating to the processing of applications.
You can withdraw an application in the Helpdesk or Assisted Channel space from either a List screen or a Details screen.
Withdraw from a List screen
To
withdrawan application
from a
List screen
:
From the Spaces navigation menu, select the Helpdesk or Assisted Channelspace. The List screen is displayed.
In the item list, locate an application that you want to withdraw 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 Withdraw action is available here if the application has been saved, either intentionally by the applicant or in the background by the form.
Clickcancel_presentationWithdraw. The application is withdrawn, the available actions change, and a message confirming you have withdrawn the application is displayed briefly in the bottom-left corner of the screen.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 withdraw multiple applications at once. Bulk actions are available on the Journey WorkspacesList screen only. Neither Journey Brokers nor Journey Applicants support bulk actions, nor can they be performed from any Details screen.
Withdraw from a Details screen
To
withdrawan application
from a
Details screen
:
From the Spaces navigation menu, select the Helpdesk or Assisted Channelspace. The List screen is displayed.
In the item list, locate an application that you want to withdraw 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.
On the Details screen, clickcancel_presentationWithdraw. The application is withdrawn, the available actions change, and a message confirming you have withdrawn the application is displayed briefly in the bottom-left corner of the screen.
