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Version: Current

Troubleshooting: Revert Action Failed or Document Reverted to Wrong Status

Problem​

When using the Revert action (Reverting Documents) on a document in a non-editable status (like Approval or Completed):

  1. The Revert action fails with an error message.
  2. The action completes, but the document moves to an unexpected status instead of the configured "Default status for revert" (usually Ready).

Common Causes​

  1. Permissions Missing: The user lacks the necessary permission to revert the document from its current status type:
    • {Module}:{Submodule}#REVERT:APPROVAL (to revert from Approval status type)
    • {Module}:{Submodule}#REVERT:COMPLETE (to revert from Complete status type)
    • {Module}:{Submodule}#REVERT (general revert permission, might cover other non-editable statuses like Pending).
  2. Incorrect "Default Status for Revert": The Document Type configuration (Settings > Document Types > Edit > Settings) has the wrong status selected for the Default status for revert setting.
  3. Target Status Inactive: The status configured as the "Default status for revert" is marked as Inactive in the Status settings (Settings > Statuses).
  4. Workflow Interference: An Automation Sentence might be immediately triggered by the status change caused by the Revert action, moving the document to another status before the user sees it in the intended revert status.
  5. Platform Issues (Rare): Temporary issues with the backend service handling status changes.

Troubleshooting Steps​

  1. Verify Permissions (Admin Task):
    • Check the user's assigned User Groups.
    • Review the permissions for those groups. Ensure the user has the correct #REVERT:{StatusType} permission for the document's current status type (Approval or Complete).
  2. Check Default Revert Status Configuration (Admin Task):
    • Go to Settings > Document Types.
    • Edit the Document Type for the affected document.
    • Go to the Settings tab.
    • Verify the status selected under Default status for revert. Is it the correct target status (usually Ready)? Correct if necessary and Update.
  3. Check Target Status Activity (Admin Task):
    • Go to Settings > Statuses.
    • Find the status configured as the "Default status for revert".
    • Ensure its Is Active toggle is ON.
  4. Review Automation Sentences (Admin Task):
    • Go to Settings > Automations.
    • Look for any active Sentences triggered by When a resource status has changed to the target revert status (e.g., READY).
    • Could any of these Sentences be immediately moving the document to a different status? Adjust Sentence logic or triggers if necessary.
  5. Retry Action: Try the Revert action again after verifying permissions and configurations.
  6. Check Audit History: Open the document's Audit History. Does it show the status changing to the correct revert status and then immediately changing again due to an automation?

Need Help?​

If the Revert action consistently fails or sends the document to the wrong status, contact Zudello support. Provide:

  • The Document UUID.
  • The document's status before attempting to revert.
  • The status the document ended up in (if not the expected one).
  • Confirmation of the user's revert permissions.
  • Screenshots of the Document Type's "Default status for revert" setting.