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How to Unlock Cards or Request a Key Result Change

Because sometimes you need to make a change… without breaking the system.

Purpose

Sometimes a card is locked. Sometimes a Key Result needs updating. And sometimes… you just need to ask for permission.

The Unlock Card & Key Result Change Request Workflow lets users request updates in a structured, approved, and trackable way. With just a few clicks, you can ask for changes and get them reviewed by the right people.

Business Case

Locked cards and KR controls are in place for good reason they protect your data and maintain governance. But real-world work evolves, and users often need to:

Fix or update locked cards

Adjust KR values or goals due to shifting strategies

Add missing context or change the direction

Rather than relying on backchannel requests or unclear approvals, this workflow provides:

• A formal request process
• Approval routing
• Visibility into request status
• Optional supporting evidence

All without compromising data security or transparency.

Overview

Here's what this feature enables:

Note: Settings start at the Global level, but can also be configured at the Team level.
Team-level settings override Global settings when they exist allowing more tailored governance across departments or business units.

Admin Setup – Enabling Unlock & KR Change Requests

Only Company Admins can configure these settings.

Step 1: Go to Global Settings

• Click the gear icon (⚙️) in the platform’s top-right menu.

• Choose “Business Outcome"

• Choose "Change Request Settings.”

Step 2: Enable Unlock Card Requests

• In the modal that appears, toggle Unlock Card Request ON.

• Choose a Card Type (Business Outcome, Project, Story, etc...).

• Select either:

  • All Work Types, or

  • A specific work type (Strategic, Operational, Enabling, etc...).

• Click Add to save the combination.

Repeat this for every card type and work type you want to enable.

Step 3: Enable Key Result Change Requests

• Scroll further in the same modal.

• See Key Result Change Request .

• That’s it you’re now allowing users to submit formal requests to update KRs.

These settings apply globally by default, but team-specific overrides can be added to customize behavior for individual teams.

How to Submit a Key Result Change Request

Anyone with edit access to a card can initiate a KR change request based on team or global admin settings.

Step 1: Open the Card

• Navigate to the card where the KR lives.

Step 2: Open the KR Menu

• In the Key Results section, click the three-dot menu next to the KR.

• Select “Change Request.”

Step 3: Choose Request Type

A pop-up will ask:

• “Is this a Minor or Major request?”

Minor Request

For small tweaks like:

• Updating actual values

• Fixing a typo

• Making a quick correction

You’ll need to:

• Add a brief description

• Optionally upload supporting documentation

• Click Submit

Fast. Easy. Tracked.

Major Request

For structural changes such as:

• Changing the KPI or formula

• Rewriting the KR title

• Shifting strategic alignment

You’ll need to:

• Add a detailed description

• Provide the name of the Senior Leader Approver

• (Optional) Add Additional Approvers

• Upload supporting evidence (PDFs, screenshots, reports)

Once submitted, it routes through the full approval process.

How to Submit an Unlock Card Request

When editing a locked card:

1. Look for a “Request Unlock” option this will appear if the admin has enabled it for that card type.

2. Click it, provide a brief reason, and submit.

3. The request is routed to the appropriate admin or approver.

Once approved, the card becomes editable again 

What Happens Next?

You’ll receive email notifications for each step, and all actions are logged in the system for audit and transparency.

Approval Routing & Audit Trail

All requests (card or KR) follow the defined approval flow:

• Admins can view, approve, or decline requests

• Email notifications are sent at each step

• A complete audit trail is stored, showing:

  • Who submitted

  • When it was submitted

  • Status history

  • Attached evidence

  • Approval or decline notes

Quick Tips

• Set up card unlocks by Card Type + Work Type combinations

• Team-level settings always override global configurations

• Use Major vs. Minor classification to control change complexity

• Encourage users to upload documents for transparency

• Use this workflow instead of DMs, emails, or Slack messages

Summary

The Unlock Card Request feature allows users to request edit access to locked cards, based on settings configured at the global or team level.

The Key Result Change Request workflow lets users submit major or minor changes to KRs with supporting descriptions, approvers, and optional attachments.

Admins configure both features under Global Settings, but they can also apply team-level overrides to tailor access and controls per team.

All requests follow a structured approval flow and are logged for audit purposes so updates are always secure, consistent, and transparent.

Final Thoughts

We get it sometimes you need to make a change. Now you can do it the right way.

Whether you’re unlocking a card to fix a typo or proposing a new KR strategy, this workflow ensures:

• Accountability

• Approval

• Visibility

No more bottlenecks. No more chaos. Just smart, clean change management baked right into your workflow.