We all have likely had the experience of something being Issued too soon in Accela Workflow or the wrong plan review task was Approved, etc. The solution for correcting these types of errors is to Supervise in to Workflow and reset it.
To do this, you would go to Workflow in the Navigation Pane > select the Supervisor button – this will drop you into Supervisor mode. Only certain user groups have access to Supervise in to Workflow so if you do not see a Supervisor button displayed, it is likely that your user group is not sufficient to perform this correction. The red task in this view is the active task, open this task by selecting it – a set of task options will then be displayed. Task Active? Should be reset to NO because we no longer want this task to be the active task; Task Completed? Should also be set to NO as well since we will be coming back to reprocess this task again in the future – Due and Assign Date will now be required, input today’s date, then Submit – these steps will deactivate the active task since it was processed prematurely. While still in Supervisor mode, now select the task where the record should actually be and was before the error was made – repeat the above steps where Task Active? Should be YES because we now need to reactivate this particular task; Task Completed? Should be NO because we now need to reprocess this task as before to reset the workflow status to where it was before the error was made. We are now done in Supervisor mode, so select Cancel to return to Workflow. Now result the reactivated task as it was before – if you are unsure what the result was previously, go to Workflow History in the Navigation Pane and review the entries by date and task to determine this.
The final step in resetting Workflow and correcting a record in this way is to also reset the Record Status. Go to Record Status in the Navigation Pane, and through the dropdown manually back up the record status to where it was before the error was made – if you are unsure what specific status it was in, go to Application History in the Navigation Pane and review the entries by date to determine this. Once determined, return to Record Status and reset the status accordingly. This is one of the very few exceptions where you should ever be manually setting Record Status – the Workflow should always drive the record status as required tasks are completed. A mismatch in Record Status and Workflow Status will cause other reporting and display issues, and sometimes result in a record status that is not even associated to that record type which can incidentally exclude records from various filters and reports. If the record was issued prematurely in particular, you will need to also go to Description of Work and delete the date from Issue Date and delete the Issued Permit document from Documents.
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