Correct an already transitioned request

Question

I have a request that can transition as Approved or transition to another status. The user selected Approved so now the request is in the Approved queue. However, the user should have selected the other status and the request should be in that queue. What must I do to move the request from the Approved queue to the other queue?

J Roberts_6ix5iz · Answer

The workflow does not allow it. The user approved the request instead of transitioning it to the other status. Once approved it’s approved, no other transition. The workflow mod would be a onetime modification to correct a mistake. Any suggestions on how to modify the workflow for this one time correction and then put the workflow back to the proper version? Thank you.

Mikael Sandberg · Answer

If you workflow allows you to move the request to the other status then you should have that option if you click on the status in the ticket. From here you should also be able to view your workflow. If you workflow do not allow that transition to happen, you can always modify your workflow to allow it. Please note that you need to be admin in order to update the workflow.