When adding/editing workflow steps to an SLA, you must select a Step Type, as the step type defines how this step will impact on the workflow.
The basic Step Types are:
Distinction can be made between simple "one-shot execution" steps, and steps that require a response from a user.
Examples of simple steps are notifications (no user response is required).
Examples of steps with response are: approvals, acceptances, and estimates. These require a response from a user.
Steps with a response are divided in Actions and Acceptances. The difference lies in the type of response.
Action steps can be confirmed or rejected. Both can affect the basic status. When a user rejects a step, the basic status will always be set to the rejected status. This means that the process will end. In most cases, the confirm will not change the basic status; the next step is invoked.
Acceptance steps never affect the basic status. They are only used to assign responsibility. An acceptance will assign the user to this request. A decline does not change the basic status.