Action Requests
Action requests are the configurable step types used in workflow templates. Each action request defines what a workflow participant must complete at a given step — for example, review a document, approve it, apply a digital signature, or upload a replacement file — and which reply options are available when completing that step.
Action requests are reusable. Once configured in the Action Request Manager, the same action request can be referenced across multiple workflow templates.
Who configures this
Administrators with access to the Workflow Setup area, accessible from the New module. No additional permissions beyond New module access are required to create and edit action requests. Configuring delegation escalation for a user requires access to the Admin Console.
Before you start
- Identify the reply options each action request requires before creating it (e.g. Approved / Not Approved, Reviewed, Acknowledged).
- Action requests that are in use in active workflow templates cannot be deleted. Remove the action request from all templates before deleting.
Action Request Manager
The Action Request Manager lists all configured action requests and is the starting point for creating new ones.
'Action Request Manager'
Manager controls
| Control | Description |
|---|---|
| Add Row | Opens the Action Request Editor to create a new action request. |
| Toggle Density | Switches row height between compact and standard display. |
Manager columns
| Column | Description |
|---|---|
| (edit icon) | Opens the Action Request Editor for that action request. |
| ActionRequestID | The unique system identifier assigned to the action request. |
| Name | The display name of the action request. This name appears on workflow canvas nodes and in the inbox. |
| Sort Order | Controls the order in which this action request appears in selection lists. |
| Hide When Cancelled | When TRUE, this step is hidden from the workflow view if the workflow is cancelled. |
| Requires MFA | When TRUE, participants must complete multi-factor authentication before submitting their reply at this step. |
| Exclude from Reports | When TRUE, this action request is omitted from workflow reporting. |
| Allowed Reply Actions | The configured reply labels for this action request (e.g. Approved, Reviewed, Acknowledged). Multiple values are listed where the action request has more than one reply option. |
Action Request Editor
Clicking the edit icon on any row, or clicking Add Row, opens the Action Request Editor.
'Action Request Editor'
Editor fields
| Field | Description |
|---|---|
| Action Request | The name of the action request. Displayed on the workflow canvas node and in the inbox. |
| Sort Order | Controls the display order of this action request in selection dropdowns. |
| Hide When Cancelled | When enabled, this step is hidden from the workflow view if the workflow is cancelled. |
| Require MFA Verification | When enabled, participants must complete multi-factor authentication before they can submit a reply at this step. |
| Exclude from Reports | When enabled, this action request is excluded from workflow reporting data. |
Allowed Reply Actions
The Allowed Reply Actions section defines the reply options available to participants when completing this step. Each reply option is configured individually.
Reply configuration options
| Field | Description |
|---|---|
| Add (button) | Adds a new reply option row to the action request. |
| Select Icon | Opens an icon picker to assign a visual icon to the reply option. |
| Action Reply | The label displayed to the participant for this reply (e.g. Approved, Correction Required, Acknowledged). |
| Requires Attachment Upload | When enabled, the participant must attach a document before submitting this reply. |
| Requires Replace File | When enabled, the participant must upload a replacement for the main document before submitting this reply. |
| Requires Signature | When enabled, the participant must apply a digital signature before submitting this reply. |
| Requires Valid Custom Fields | When enabled, the participant must complete all required custom fields before submitting this reply. |
Editor buttons
| Button | Description |
|---|---|
| Edit Delegation Settings | Opens the delegation configuration for this action request. See Delegation settings below. |
| Save Changes | Saves all changes made in the editor. |
Action Request node — canvas view
On the workflow canvas, each action request appears as a node with the following sections visible:
Action Request node on the workflow canvas
| Section | Description |
|---|---|
| Name | The action request name, shown at the top of the node. |
| INPUTS — START POINT | Connection handle from the preceding node or start point that triggers this step. |
| INPUTS — USERS | The user(s) or role(s) assigned to complete this step. |
| INPUTS — DUE DATE | Optional due date for completion of this step. |
| INPUTS — ADDITIONAL INPUTS | Optional additional configuration: attachment settings, custom field inputs, interface inputs, or Office Online access. |
| OUTPUTS | The available reply options for this step (e.g. APPROVED, REVIEWED, CORRECTED). Each output connects to the next node in the workflow. |
| Email Template | Optional custom notification email template for this step. If not configured, participants receive the default notification. |
| Override: Require MFA | Overrides the MFA requirement for this specific node instance, independent of the action request's global MFA setting. |
How to create an action request
| Step | Description |
|---|---|
| 1 | Navigate to New > Workflow Setup > Actions. |
| 2 | Click Add Row to open the Action Request Editor. |
| 3 | Enter a name in the Action Request field. |
| 4 | Set Sort Order and configure the Hide When Cancelled, Require MFA Verification, and Exclude from Reports toggles as required. |
| 5 | In the Allowed Reply Actions section, click the add button to add a reply option. Enter the label in the Action Reply field. |
| 6 | For each reply option, enable any required enforcement settings: Requires Attachment Upload, Requires Replace File, Requires Signature, Requires Valid Custom Fields. |
| 7 | Repeat step 5–6 for each reply option needed. |
| 8 | Click Save Changes. |
Example: Creating a 'For Approval' action request
Delegation settings
The Edit Delegation Settings button opens delegation configuration for this action request. Delegation is managed per user in the Users section of the Admin Console and controls how action requests are rerouted when a user is unavailable.
When a workflow action is initiated, document security is applied to the delegated user as well as to any sub-documents and attachments associated with the action. This ensures delegated participants have consistent access across all related documents.
'Delegate Workflows' dialog
| Field | Description |
|---|---|
| Select User | The user to whom action requests are rerouted during the delegation period. |
| Effective From | The date from which delegation becomes active. Allows delegation to be scheduled in advance rather than taking effect immediately. |
| Active Until | The date on which delegation ends. If left blank, delegation remains active until manually removed. |
| Apply to current workflows | When checked, open action requests already assigned to this user are also rerouted to the delegate immediately. |
| Default Late escalation policy | Configures a fallback escalation path — manager and escalation action request — when a delegated action request is not completed on time. |
What can go wrong
| Risk | Detail |
|---|---|
| Deleting an action request in use | Action requests referenced in active workflow templates cannot be deleted. Remove the action request from all templates first. |
| Ambiguous reply labels | Reply labels are shown to participants in the inbox. Generic labels (e.g. "Yes") reduce clarity. Use specific labels such as "Approved", "Correction Required", or "Acknowledged". |
| MFA enforcement without MFA configured | If Require MFA Verification is enabled but MFA is not set up for a participant, that participant will be blocked from completing the step. Confirm MFA configuration before enabling this setting. |
| Sort order conflicts | Duplicate sort order values may cause unpredictable display ordering in selection lists. Assign unique values. |
Related configuration
- Workflows overview — introduction to the workflow configuration sequence
- Building Workflow Templates — how to use configured action requests in a workflow template
- Testing and Launching Workflows — how to verify a newly built workflow using the available launch routes
- Users — configure delegation and late escalation policy per user