Time required: Approximately 8-10 minutes reading time
Prerequisites:
Access to Captured Knowledge
Basic understanding of Quick Start Guide
Expected results: After reading this article, you will understand what each action status means, when to take action, and why some actions complete in seconds while others take days.
You created a work order yesterday, and it still shows "In Progress." Is something broken? Should you create another one? Meanwhile, the email you sent shows "Completed" instantly. Why the difference?
Understanding action statuses removes the guesswork. Each status tells you exactly where an action is in its lifecycle - so you know when to wait, when to act, and when something needs attention.
What are Action Statuses?
Action statuses track where each workflow action is in its lifecycle. Every action—whether it's sending an email, creating a work order, or creating an ERP ticket—has a status that tells you what stage it's in.
Why statuses matter:
You know what needs your attention - Draft actions require review before execution
You track progress - See which actions are in progress or completed
You understand timing - Different action types take different amounts of time
You spot issues - Cancelled actions indicate problems that need attention
Where you see statuses:
Workflow panel on the right side of each case
Action cards show status with visual indicators (badges, colors)
Activity timeline displays status changes
Status Definitions
Draft
What it means: This action has been created (either suggested by AI or created manually) but it hasn't been executed yet.
Visual indicator: Badge or label showing "Draft"
What to do:
Review the action details
Edit if needed (recipients, description, service providers, etc.)
Click the action button (e.g., "Send Email", "Create work order") to execute
Or cancel if the action isn't needed
Important: Draft actions require your approval. They will NOT execute automatically. Whether created by AI or manually, you decide whether to use them.
Common draft actions:
Send Email - Review message and recipients before sending
Create Work Order - Verify service provider and details before creating
Create ERP Ticket - Check ticket information before documenting
Link Email - Review suggested email before linking to case
Examples:
When a case is created, the AI may draft a "Send Email" action acknowledging the tenant's complaint. The action stays in Draft status until you review the message and click "Send Email".
You manually create a work order using the "Add Task" button. The action starts in Draft status until you review the details and click "Create work order".
Pending
What it means: The action is currently being executed. The system is processing your request.
Visual indicator: Badge showing "Pending" with possible loading animation
Duration: Usually brief (seconds to a few minutes)
What happens during Pending:
Email is being sent
ERP system is being contacted
Work order is being created
Phone call record is being saved
What to do: Wait for the action to complete. You cannot edit or cancel during this status.
Common scenarios:
Clicking "Send Email" → Status changes to Pending while email is transmitted
Creating work order → Status changes to Pending while ERP system processes
Creating ERP ticket → Status changes to Pending during creation
Transition: Pending quickly transitions to either In Progress or Completed depending on the action type.
In Progress
What it means: The action has been executed successfully and is now waiting for final confirmation or completion.
Visual indicator: Badge showing "In Progress"
Duration: Varies by action type (minutes to hours)
Why actions stay In Progress:
ERP Tickets: Created in ERP system, waiting for final confirmation
Work Orders: Created in ERP system, waiting for service provider to complete work
Damage Reports: Created in ERP system, waiting for documentation completion
What to do:
Monitor the action in the Activity Timeline
Check ERP system for updates
Wait for automatic transition to Completed when external system confirms
Important: In Progress does NOT mean something is stuck or broken. It's a normal status for actions that depend on external systems.
Example scenarios:
Work Order - In Progress:
You click "Create work order"
Status changes to Pending (brief)
Work order created in ERP system
Status changes to In Progress
Service provider completes the work (hours or days)
ERP system updates status
Status changes to Completed automatically
ERP Ticket - In Progress:
You click "Create ticket"
Ticket created in ERP system immediately
Status changes to In Progress
ERP system processes and confirms (minutes)
Status changes to Completed when confirmation received
Email - No In Progress:
Emails skip In Progress entirely
Go directly from Pending to Completed
Reason: Email sending is immediate (no external confirmation needed)
Completed
What it means: The action has been fully executed and all confirmations received.
Visual indicator: Badge showing "Completed" with possible checkmark icon
Duration: Permanent (cannot undo)
What Completed means for different action types:
Email: Sent successfully to all recipients
ERP Ticket: Created and confirmed in ERP system
Work Order: Created, assigned, and work completed
Damage Report: Documented and saved in ERP system
Link Email/Phone Call: Successfully linked to case
After Completed:
Action is read-only (cannot edit)
Details remain viewable for audit purposes
Appears in Activity Timeline with timestamp
Can be referenced in future work
What to do: Review the completed action to verify it executed as expected. Check:
Email recipients received the message
ERP ticket has correct ticket number
Work order has correct service provider
Links are visible in case tabs
Completion timing varies:
Emails: Seconds (Draft → Completed)
ERP Tickets: 1-5 minutes (Draft → In Progress → Completed)
Work Orders: Hours to days (Draft → In Progress → Completed when work done)
Cancelled
What it means: The action was rejected, failed, or is no longer needed.
Visual indicator: Badge showing "Cancelled" with possible X icon
Common reasons for Cancelled status:
User-initiated:
You decided the action wasn't needed
You rejected an AI suggestion
You archived a draft action
System-initiated:
Action execution failed (technical error)
Prerequisites weren't met (e.g., no building selected)
External system rejected the action
What to do:
Check reason for cancellation - Read error message or cancellation note
Fix underlying issue if needed - Add missing building, correct recipient email, etc.
Create new action if appropriate - AI can draft a corrected version
Ignore if intentional - If you cancelled deliberately, no further action needed
Cancelled vs Completed:
Cancelled = Did NOT execute successfully
Completed = Executed successfully
Example: You draft a "Send Email" action but realize the tenant's email address is wrong. You cancel the action, update the contact information, and request a new email draft from the AI.
Status Progression Patterns
Typical Flow
Most common progression:
Draft → Pending → In Progress → Completed
Quick progression (emails):
Draft → Pending → Completed
Cancelled action:
Draft → Cancelled
(Or from any status if failure occurs)
Status Transitions by Action Type
Email Actions:
Draft (review and edit)
→ Pending (sending email)
→ Completed (email sent)
Time: Seconds
ERP Ticket Actions:
Draft (review ticket details)
→ Pending (creating in ERP)
→ In Progress (awaiting confirmation)
→ Completed (ticket confirmed)
Time: 1-5 minutes
Work Order Actions:
Draft (review service provider and details)
→ Pending (creating in ERP)
→ In Progress (work being performed)
→ Completed (work finished and documented)
Time: Hours to days (depends on service provider)
Link Email/Phone Call Actions:
Draft (review suggested link)
→ Pending (linking to case)
→ Completed (linked successfully)
Time: Seconds
Damage Report Actions:
Draft (review report details)
→ Pending (creating in ERP)
→ In Progress (awaiting documentation)
→ Completed (report finalized)
Time: Minutes to hours
User vs System Triggers
Understanding who initiates status changes helps you know when to take action.
User-Triggered Status Changes
You control these transitions:
Draft → Pending:
Click "Send Email" button
Click "Create work order" button
Click "Create ERP ticket" button
Click "Link Email" or "Link to case" button
Draft → Cancelled:
Click cancel or reject button
Archive the action
Choose not to use AI suggestion
What this means: Actions stay in Draft until you decide to execute them. You have full control.
System-Triggered Status Changes
System automatically handles these transitions:
Pending → In Progress:
After action is created in external system
Happens automatically (no user action needed)
Typically immediate (within seconds)
Pending → Completed (for emails):
Email transmitted successfully
Automatic transition
Happens within seconds
In Progress → Completed:
ERP system confirms ticket created
Work order marked complete by service provider
Damage report finalized in ERP
System confirms action completion
Any Status → Cancelled:
Technical error during execution
External system rejects action
Prerequisites not met
What this means: Once you execute an action (user trigger), the system handles the rest. You don't manually change status from In Progress to Completed.
Why Different Completion Times?
Fast completion (seconds):
Email Actions - Sending is immediate, no external confirmation needed
Link Actions - Linking happens in Captured Knowledge database only
Medium completion (minutes):
ERP Tickets - Requires communication with ERP system for confirmation
Phone Call Actions - May require validation and confirmation
Slow completion (hours to days):
Work Orders - Requires service provider to complete physical work
Damage Reports - May require photos, inspections, documentation
Key insight: The time reflects real-world dependencies. Work orders take longer because a plumber needs to physically fix the faucet. Emails are instant because they're just data transmission.
Patience is normal:
In Progress work orders may stay that way for days (technician scheduling, work completion)
In Progress ERP tickets typically complete within minutes (system confirmation)
In Progress damage reports depend on documentation completion
Visual Indicators in the UI
Status badges appear on action cards:
Draft:
Badge color: Light gray or neutral
Shows "Draft" label
Action buttons enabled (Send, Create, Link)
All fields editable
Pending:
Badge color: Yellow or amber
May show loading spinner
Action buttons disabled
Fields locked
In Progress:
Badge color: Blue or indigo
Shows "In Progress" label
Cannot edit or cancel
View-only mode
Completed:
Badge color: Green
May show checkmark icon
Shows "Completed" label
View-only mode with timestamp
Cancelled:
Badge color: Red or gray
Shows "Cancelled" label
May show cancellation reason
View-only mode
Color coding helps you scan quickly: Green = done, Blue = waiting, Gray = needs review, Red = problem.
Common Questions
"Why is my work order still In Progress?"
Answer: This is completely normal. Work orders stay In Progress while the service provider completes the actual physical work.
Timeline:
You create work order (Completed in ERP system = In Progress status)
Service provider is notified
Service provider schedules appointment (still In Progress)
Service provider performs work (still In Progress)
Service provider marks complete in ERP system
Status changes to Completed automatically
Duration: Typically hours to several days depending on scheduling and work complexity.
What to do: Check the ERP Ticket tab or open the work order in your ERP system to see detailed status and service provider notes.
"What should I do with Draft actions?"
Answer: Review each Draft action and decide whether to execute or cancel it.
Decision process:
Read the action details - What is the AI suggesting?
Verify accuracy - Are recipients, descriptions, service providers correct?
Edit if needed - Update any fields that need changes
Execute - Click the action button if you approve
Or cancel - If the action isn't needed or is incorrect
Best practice: Review all Draft actions promptly (within hours of case creation). Don't let them accumulate.
AI suggestions are just suggestions: You have full control. Execute what makes sense, cancel what doesn't.
"Can I edit an action after it's Completed?"
Answer: No, completed actions are read-only.
Why: Once an action is executed (email sent, ticket created, work order assigned), it becomes part of the permanent record. Editing would create inconsistencies between systems.
What to do instead:
For emails: Create a new "Send Email" action with corrected information
For tickets: Update the ticket directly in the ERP system
For work orders: Communicate changes to the service provider directly or update in ERP
Exception: Some ERP systems allow editing tickets and work orders after creation. Use the "Open in ERP" link to make those changes directly in your property management system.
"Why do emails complete faster than work orders?"
Answer: Because emails are data transmission, while work orders are physical work.
Email process (seconds):
You click "Send Email"
System transmits email to recipients
Email server confirms delivery
Status = Completed
Total time: Seconds
Work order process (hours to days):
You click "Create work order"
Work order created in ERP system
Status = In Progress
Service provider notified
Service provider schedules appointment
Service provider performs work
Service provider updates ERP system
Status = Completed
Total time: Hours to days
Key difference: Work orders depend on external service providers completing real-world tasks. Emails just need data to transmit.
"What if an action gets stuck in Pending?"
Problem: Action shows Pending for more than 5 minutes.
Likely causes:
Connection issue with ERP system
Technical error during execution
Missing prerequisites (building, contact info)
Solutions:
Refresh the page - Force UI update to see latest status
Check ERP system - Verify if the action actually created (may be a display issue)
Review error messages - Look for red alert boxes with error details
Check Activity Timeline - See if there are error entries
Contact support - If stuck for 10+ minutes with no error message
Prevention: Ensure all required fields are filled before executing actions (building selected, valid email addresses, service provider chosen).
Best Practices
Monitor Status Changes
Stay informed about action progress:
Check Workflow panel regularly to see status updates
Review Activity Timeline for status change history
Open cases show notifications when actions complete
Set up email notifications (if your team enables this feature)
Why monitor: Knowing when actions complete helps you move to the next step. When work order shows Completed, you can send confirmation email to tenant.
Don't Delay Draft Reviews
Review and execute Draft actions promptly:
Check Draft actions within hours of case creation
Edit and execute or cancel based on your decision
Don't accumulate dozens of unreviewed drafts
Why promptness matters:
Tenants expect quick acknowledgment
Service providers need timely work order assignments
Cases stall if actions stay in Draft
AI suggestions are most accurate when context is fresh
Trust In Progress Status
Understand that In Progress is normal:
ERP tickets: 1-5 minutes is normal
Work orders: Hours to days is normal
Don't assume something is broken just because it's In Progress
When to investigate:
ERP ticket In Progress for 30+ minutes (may be system issue)
Work order In Progress for weeks (service provider may need follow-up)
Any action In Progress with error messages in Activity Timeline
Keep Completed Actions for Reference
Completed actions are valuable:
Audit trail for compliance
Reference for similar future cases
Proof of communication sent
Documentation of work performed
Best practice: Don't archive or hide completed actions. Leave them visible in the Workflow panel and Activity Timeline.
Summary: Status at a Glance
Status | Meaning | User Action Needed | Duration |
Draft | AI suggested, awaiting your approval | Review and execute or cancel | Indefinite until you act |
Pending | Executing right now | Wait for completion | Seconds to minutes |
In Progress | Executed, awaiting external confirmation | Monitor progress | Minutes to days |
Completed | Fully executed and confirmed | No further action | Permanent record |
Cancelled | Did not execute (rejected or failed) | Investigate reason, create new action if needed | Permanent record |
Related Articles
Quick Start Guide - Learn the complete workflow including action execution
Email Actions - Detailed guide to email action creation and sending
Work Orders - Understanding work order lifecycle and service provider selection
ERP Tickets - Creating official ERP tickets and status management
Case Lifecycle Example - See action statuses in context of complete case resolution
Key Takeaways
Action statuses guide you through the workflow:
Draft = Needs your review and approval
Pending = Currently executing
In Progress = Waiting for external system confirmation
Completed = Successfully finished
Cancelled = Did not execute
You control Draft actions:
AI suggests, you decide
Review, edit, execute, or cancel
Actions don't execute automatically
System handles the rest:
Automatic transitions from Pending to In Progress
Automatic transitions from In Progress to Completed
Communication with ERP system manages status updates
Different actions, different timelines:
Emails complete in seconds
ERP tickets complete in minutes
Work orders complete when physical work is done
You now understand how action statuses work and what to expect at each stage of the workflow.