Backward Visit Transition

Overview

Overview

This release introduces controlled backward visit status transitions, allowing authorized users to move visits from Completed back to Confirmed, Tentative, or Cancelled, and from Confirmed back to Tentative.

The enhancement provides greater operational flexibility when visit statuses need correction after a visit has progressed through the workflow, while ensuring associated records, invitations, surveys, notes, and system functionality are handled appropriately.

The system maintains data integrity, preserves historical information, controls communication behavior, and updates feature availability based on the resulting visit status.

What's New

Site-level control allowing administrators to enable or disable backward transitions for Briefing Managers
Ability to change a Completed visit back to Confirmed
Ability to change a Completed visit back to Tentative
Ability to change a Completed visit to Cancelled
Ability to change a Confirmed visit back to Tentative
Automatic handling of invitation records during backward transitions
InvitationManager availability automatically updates based on visit status
Warning messages displayed when invitation cancellation emails will be sent
Preservation of surveys, notes, and historical visit information during status reversals
Visit Change Log enhancements for tracking backward status transitions

Functional Summary

Authorized users can now reverse specific visit status changes when operational corrections are required.

When a visit is moved backward, the system automatically restores or removes functionality associated with the destination status. This includes invitation management, invitation records, survey access, post-visit information, and communication behavior.

Historical visit information remains preserved, while the user interface dynamically reflects the features available for the newly selected status.

Key Capabilities

Backward status transitions for supported visit statuses
Automatic invitation management based on destination status
Controlled email behavior to prevent unnecessary communications
Restoration of Confirmed-state functionality when returning to Confirmed
Preservation of historical survey and note data
Read-only protection for post-visit information when applicable
Audit logging of all backward transitions
Administrative control through site-level configuration

Backward Visit Status Transitions – Overview

Transition	What this means for users
Completed → Confirmed	Restores Confirmed-state workflows and invitation management functionality
Completed → Tentative	Removes invitation functionality and allows the approval process to restart
Completed → Cancelled	Cancels the visit while preserving historical information and preventing cancellation emails
Confirmed → Tentative	Cancels active invitations and returns the visit to the pre-approval stage
Audit Logging	All backward transitions are recorded for tracking and compliance purposes

Configuration & Administration

Site-Level Configuration

Administrators can control whether Briefing Managers are allowed to perform backward visit status transitions.

Navigation:

Administration > Site Settings
Briefing Manager Permissions

Administrators can:

Enable backward visit status transitions
Disable backward visit status transitions
Control access for Briefing Managers at the site level

Changes take effect immediately after saving configuration updates.

Supported Status Transitions

The following backward transitions are supported:

Current Status	Allowed Destination Status
Completed	Confirmed
Completed	Tentative
Completed	Cancelled
Confirmed	Tentative

Transitions involving Held, Incomplete, Declined, and Closed remain unchanged.

User Roles / Permissions / Prerequisites

Backward visit status transitions are available only to users with appropriate permissions.

Access Level	What Users Can Do
Briefing Manager	Perform supported backward transitions when enabled by site configuration
Admin	Configure and perform backward transitions
Standard User	No access to backward status transition functionality

Prerequisites

Site-level backward transition setting must be enabled.
User must have permission to modify visit status.
Existing visit record must be in a supported status.
Associated visit data must remain available for transition processing.

How It Works / User Flow – Step-by-Step

1. Revert Completed Visit to Confirmed

Open a visit with status Completed.
Select the option to revert the visit.
Choose Confirmed.
Save the status change.

After the transition:

Visit status becomes Confirmed
Invitation Manager becomes available
Invitation functionality is restored
Existing surveys and notes remain preserved
Post Briefing Notes and Voice of Customer Restored

2. Revert Completed Visit to Tentative

Open a visit with status Completed.
Select the option to revert the visit.
Choose Tentative.
Confirm the action.

After the transition:

Visit status becomes Tentative
Invitation Manager is hidden
Active invitations are cancelled
No invitation-related emails are sent
Surveys and historical records remain preserved

3. Revert Confirmed Visit to Tentative

Open a visit with status Confirmed.
Select the option to revert the visit.
Choose Tentative.
Review the warning message.
Confirm the transition.

The system displays a warning informing the user that invitation cancellation emails will be sent to participants.

After confirmation:

Active invitations are cancelled
Cancellation emails are sent
Invitation Manager becomes unavailable
Visit status changes to Tentative

4. Change Completed Visit to Cancelled

Open a visit with status Completed.
Select Cancel Visit.
Confirm the action.

After the transition:

Visit status becomes Cancelled
Invitation records remain stored but become inactive
Invitations are cancelled
No invitation cancellation emails are sent
Surveys and notes remain available as read-only records
Historical information is preserved

5. Review Visit Change History

All backward status transitions are recorded automatically.

Logged information includes:

User who performed the action
Date and time of the change
Previous status
New status
Optional comments provided during the transition

Data Handling & System Behavior

Invitation Management

Transition	Invitation Behavior
Completed → Confirmed	Invitation functionality restored
Completed → Tentative	Invitations removed
Confirmed → Tentative	Invitations cancelled and cancellation emails sent
Completed → Cancelled	Invitations removed

Surveys & Notes

Data Type	Behavior
Surveys	Preserved during all supported transitions
Post-Briefing Notes	Preserved during all supported transitions
VOC Notes	Preserved during all supported transitions
Historical Visit Data	Never deleted as part of a backward transition

Important Considerations & Limitations

Backward transitions are available only for supported status combinations.
Site-level configuration controls whether Briefing Managers can perform transitions.
Surveys and post-visit information remain preserved throughout all supported transitions.
Invitation Manager visibility is determined by the destination status.
Completed → Cancelled does not generate cancellation emails because the visit date has already passed.
Confirmed → Tentative generates cancellation emails when active invitations exist.
Historical data is retained even when invitations are removed or deactivated.
All backward transitions are logged in the Visit Change Log.
Existing forward status workflows remain unchanged.

FAQs

Can a Completed visit be moved back to Confirmed?
Yes. Authorized users can revert a Completed visit to Confirmed and restore Confirmed-state functionality.

Will surveys be deleted when moving a visit backward?
No. Surveys and historical data are preserved.

When are cancellation emails sent?
Cancellation emails are sent when moving a Confirmed visit back to Tentative and active invitations exist.

Will cancellation emails be sent when changing Completed to Cancelled?
No. The system intentionally suppresses cancellation emails for past visits.

Who can perform backward status transitions?
Users with appropriate permissions and access to the enabled site-level feature.

Are all visit statuses eligible for backward transitions?
No. Only the supported transitions described in this release are available.

Support & Troubleshooting

If backward status transitions are unavailable or not behaving as expected, verify the following:

Site-level backward transition setting is enabled
User has sufficient permissions
Visit is currently in a supported status
Invitation records are active where applicable
Transition destination is supported
Recent configuration changes have been saved

When contacting support, provide:

Visit ID
Current visit status
Desired destination status
User role
Screenshot of any warning or error message
Timestamp of the attempted transition
Relevant Visit Change Log details