Workflow Actions

Move an issue through its lifecycle with seven actions: Open (automatic on creation), Complete, Close, Cancel, Reassign, Update, and Reopen.

Who can do what

Role	When Opened / Reopened	When Done	When Closed / Cancelled
Creator	Close, Complete, Update, Reassign, Cancel, Edit Inline	Close, Reopen	Reopen
Assignee	Complete, Update, Reassign	—	—
Administrator	All actions	Close, Reopen, Edit Inline	Reopen, Edit Inline

• "Creator" and "Assignee" include users in the same stakeholder organization as the creator/assignee.
• If you belong to both groups, the Creator's rights take priority for display.
• If you belong to neither group and are not an administrator, no action buttons are shown.

The most important actions appear as quick buttons on the action bar (e.g. Close and Complete for the creator); the rest sit under the More menu. Each action has a question-mark icon with a short explanation you can read without triggering the action.

The action dialog

Every action opens a panel sliding in from the right (~640 px wide) with a consistent layout:

• Header — action icon and title (color-coded), the issue number, a Private toggle for this specific action, and a close button.
• Body — a Note field (rich text with @ mentions), a Distribution block (pre-loaded from the issue's list), New attachments (drag & drop), and Select existing documents.
• Footer — a Notify Recipients via Email checkbox and the confirm button, enabled only when required fields are filled.

Action	Color	Required	Optional	Result
Complete	Amber	Note	—	→ Done; the resolver is recorded as the user who performed the action
Close	Green	Note	—	→ Closed; the closed date is recorded
Cancel	Red	Cancellation reason	—	→ Cancelled (cannot be undone)
Reassign	Blue	New assignee + Note	—	Changes assignee; the previous assignee stays in the distribution list
Update	Blue	Note	Sub-status, Confirmed Date	Status unchanged; progress recorded
Reopen	Blue	Note	New assignee	→ Reopened; closed date cleared

Complete an issue

1. Open the issue and click Complete (amber) on the action bar.

   

2. Enter the Note (required) describing the work done.

3. (Optional) Add recipients, attach files, or select existing documents.

4. Click the confirm button. The status moves to Done.

:::info Resolver The Resolver recorded on the issue is the user who actually performs the Complete (or a direct Close) — which may be the assignee, a member of the assignee's group, the creator, or an administrator. It is not automatically the assignee. :::

Close an issue

1. As the creator (or an administrator), open the issue and click Close (green).

   

2. Enter the Note (required) and confirm.

3. The status moves to Closed and the closed date is recorded.

Cancel an issue

1. Open the issue, open the More menu, and choose Cancel.

2. A red warning banner reminds you that this cannot be undone.

   

3. Enter the Cancellation reason (required) and confirm.

4. The status moves to Cancelled — a terminal status. The only way out is the creator's Reopen action.

Reassign an issue

1. Open the issue, open the More menu, and choose Reassign.

   

2. Select the new assignee (required) — or use Assign to Me.

3. Enter the Note (required) and confirm.

4. The assignee changes and the action menu refreshes for the new assignee. The previous assignee is automatically kept in the distribution list so they keep receiving notifications.

Update progress

1. Open the issue, open the More menu, and choose Update.

   

2. (Optional) Set a Sub-status (In-Progress / Pending) and/or adjust the Confirmed Date.

3. Enter the Note (required) and confirm.

4. The main status is unchanged; the progress is recorded in the Activity timeline.

note

Sub-statuses (In-Progress, Pending, …) serve the activity log only — they never appear as a separate column and are not a filter criterion.

Reopen an issue

1. On a Done, Closed, or Cancelled issue, click Reopen (or find it in the More menu).

   

2. The assignee selector is pre-filled with the current assignee — keep it or pick someone else (Assign to Me available).

3. Enter the Note (required) and confirm.

4. The status moves to Reopened and the closed date is cleared.