A request looks stuck when it stays in the same status or department longer than it should. In almost every case, the request is waiting on something specific and the system will tell you what.
Start with the request detail page:
- Open the request and read the Activity timeline from the bottom up. The
last entry is usually the reason it stopped — a routing decision, a pending approval, or a validation error on a form field.
- Check the Assigned to field. If it names a department, the request is
waiting for someone in that team to act. If it names a specific approver, only that approver (or a delegate) can move it.
- Look for a red banner near the top. Banners surface blockers like "waiting
on required attachment" or "auto-transition failed — see admin log".
Common fixes:
- No one in the assigned team is available. Have an admin reassign the step
to another team or a specific user from Actions → Reassign.
- Approval is waiting on a former employee. Set a delegate on their profile
or, as admin, override the approval from Actions → Override step.
- A background job failed. Admins can retry from Admin → Jobs. The
timeline shows the failing job name and last error.
If none of that applies, contact support with the request ID. Do not delete a stuck request — deletion is irreversible and hides the diagnostic trail.