Overview
Some work ends because it was cancelled, rejected or replaced, rather than performed. An Assignment Definition can give that outcome its own Final state and require an explanation.
At a glance |
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Who can do this | Super Users or Organization › Administrate to configure; authorised resolvers to use |
Where | Configuration › Assignments › Assignment Definitions |
Works on | Backend (web), Mobile app |
Availability | Add-on — ask your CSM to enable Assignment Definition functionality |
💡 Why this matters: A clear outcome prevents a generic Finished status from being mistaken for proof that the task was performed.
Before you start
Agree when this outcome is permitted and who can authorise it. If work is only delayed, use a Step state and keep it open. Final states count as Finished in standard status filters, whatever you name them.
Walkthrough
1. Open the correct Definition
In Assignment Definitions, edit the workflow used by this type of work. Review the existing states before changing a Definition shared by many teams.
2. Add the distinct outcome
On States, choose Add State. Name it clearly, such as Cancelled, and set Type to Final. Keep the normal successful-completion Final state as a separate outcome.
3. Require an explanation
Enable Require documentation on the new Final state. Review Who can resolve on the States tab, then save the Definition. This permission applies to Final states generally, not just the new outcome.
4. Use and review the outcome
On an appropriate Assignment, an authorised resolver chooses the new Final state and records why the work ended. Refer to replacement work where relevant. Check its Resolution and state afterwards; do not use the outcome to conceal work still required.
Check the outcome
The Assignment records its distinct outcome and explanation. Reports using only Finished status may still combine it with successfully completed work; use the Definition state when distinguishing them.
Best practices
Reserve Final states for work that truly ends.
Explain what happened and identify any replacement Assignment.
Review operational effects before closing high-priority work.
Frequently asked questions
Will Cancelled be counted as Finished?
Yes. Every Final state maps to Finished in standard status filters. Use the Definition state to distinguish outcomes.
Can I require a comment on an intermediate Step?
Not with Require documentation. That setting is available only for Final states.
Why can’t the assignee use this Final state?
The Definition’s Who can resolve may exclude their User Groups. Super Users are not blocked. See Assignment Definitions.