Assign, review, and progress an application

Submitting a Customer Application activates its workflow. Work then follows the current stage's assignments, review gate, blocking requirements, authorized transitions, and configured actions.

This is an operational workflow, not the generic L3 → L2 → L1 maker-checker sequence.

Submit the Draft

You need Update Customer Application and access to the Draft.

1. Open the application and review Customer Details, Account Request, and the initial policy data.
2. Open Actions → Submit Application.

Submission changes the Application status to Submitted and the workflow to Active. It also revalidates any Account request and freezes the action, configuration, matching approval rules, initial Account status, and required approval count that will be used after Customer creation.

If an Account action applies, the applicant must have chosen Yes or No. If the selection or action is no longer valid for the Customer Type or Branch, submission stops so the Draft can be corrected.

Claim or accept current-stage work

Stage work requires an accepted assignment. A user with Assign Customer Application can use the Actions menu to:

• Self Assign the current stage when the runtime says the user is eligible;
• Accept Assignment when an open assignment targets their user, role, department, or branch;
• Assign Stage to one or more of those target types;
• replace an active assignment by selecting Reassign From and providing a reassignment reason.

An assignment targeted to a role, department, branch, or user is not accepted automatically. Until an eligible user accepts it, capture, review, and advance actions remain blocked. Leaving the stage completes its open assignments.

Review the current stage

Select Actions → Review Stage. The available decisions are Approved, Rejected, Returned, and Waived, but the workflow transition, not the review alone, changes the application status.

• Ordinary review decisions require Process Workflow.
• Waived requires Waive Customer Application and a reason.
• A Required review gate must have a current review before the stage advances.
• For Independent Actor Required, the user who records the review cannot also advance the stage, except for the platform-level override.
• When a review-gated stage has a non-waiver decision, only transitions whose Review Outcome matches that latest decision are available.

A newer review supersedes the previous current-stage review. Use comments to make the decision understandable to the next actor.

Advance the current stage

You need Process Workflow, an accepted current-stage assignment, and an authorized outgoing transition.

1. Resolve the current stage's blocking requirements.
2. Record a review when the stage requires one.
3. Select Advance Stage. If it is not the primary button, open it from Actions.
4. Select Next Stage, review the displayed Business Outcome and Review Outcome, add optional Transition Notes, then confirm Advance Stage.

Only transitions that are authorized, originate from the current stage, and match the current review gate are offered. The resulting Business Outcome controls the application:

Approve, Reject, and Close transitions must enter a configured terminal stage. A backward correction path must be explicitly configured as an allowed Return transition in the Workflow Definition.

Actions that can run during progression

An authorized action can be bound to the current stage or transition. Customer onboarding uses these action types:

• EVALUATE_KYC: starts or evaluates KYC; on a transition it prevents the move unless the persisted final result is Passed or Waived;
• CAPTURE_RELATED_PARTIES: enables related-party capture at the stage;
• LINK_GROUP_MEMBERS: enables Group-member capture and resolution;
• CREATE_CUSTOMER: creates the live Customer automatically on the approving transition or enables manual completion at the approved stage;
• CREATE_CUSTOMER_ACCOUNT: makes an Account request available and runs it after successful Customer creation.

Action rules can make an action apply only to particular application facts. Having Process Workflow or Update permission does not bypass those rules.

Correct, resubmit, or withdraw

A Returned for Correction application can be edited and then sent through Actions → Resubmit Application. Resubmission revalidates and freezes the current Account decision again and returns the workflow to Active processing.

A Draft can be closed before submission through Actions → Withdraw Application. Withdrawal is available only before the first submission and sets the application to Withdrawn.

Continue with Approve an application and create the customer.