When a request is blocked, queried or cancelled - Pacten Guides
Not every request can proceed. Something is missing, the client changes their mind, or it was raised in error. There are two different answers to that, and picking the right one matters — one of them is a question, the other ends the job.
A QUESTION
Needs more info
Use this when the work is real but you cannot start it.
Open the request and choose Needs more info. The request is flagged, stays in the queue, and the person who raised it is asked to answer.
- It does not leave the queue. A flagged request is still visible and still counted — it has not been quietly parked.
- The flag is visible on the request itself, so anyone opening it knows why it has not moved.
- When the question has been answered, choose Mark answered and the flag clears.
Tip
Prefer this to cancelling anything you are unsure about. A flagged request can be picked back up in a second; a cancelled one has to be explained.
ENDING IT
Cancel request
For work that is genuinely not happening.
Cancel request is at the bottom of the panel, kept away from the everyday actions on purpose. A cancelled request is not deleted and does not disappear.
- It stays visible and clearly marked as cancelled, so the record of what was agreed and then dropped survives.
- It can be reversed. Cancelling is not a one-way door.
- Nothing is removed from your history or your reporting.
NOT MOVING
A request that is simply stuck
Three ordinary causes before you assume something is broken.
1
It was never submitted
A draft is private and in nobody’s queue. This is the single most common reason a job is missed. Open it and submit it.
2
It is waiting for approval
The panel says so at the top. It cannot be dispatched or marked delivered until somebody decides.
3
Its approval step resolved to nobody
The chain is configured but the step points at a label nobody carries, or a department with no head. Nobody was asked, so nothing happens. Check the chain.
Watch out
If a request has been waiting on approval for longer than it should, check the step it is on before chasing people. A step that resolved to nobody looks identical to a step somebody is ignoring.
Check your approval chain
How each approver type resolves, and what has to exist first.