Creating Service Requests
A service request is how you ask a department for help — new IT equipment, an HR document, a facility fix. Instead of chasing someone over email or chat, you fill in a short form, and the request goes straight to the right team with a status you can follow.
Requests live in the Requests tab under Tasks.
Where to find your requests
Go to Tasks → Requests. At the top of the page you'll see:
| Item | What it is |
|---|---|
| My Requests | Every request you submitted, plus any request assigned to you, with a count next to the label |
| Incoming | Requests sent to a department you manage. Shown to department managers, Executives and Admins |
| New Request | Opens the form for submitting a new request |
If you're not a manager, you'll simply see My Requests and the New Request button — that's everything you need.
Before you submit anything, My Requests shows "No requests yet". That's normal.
Creating requests is part of every Member, Executive and Admin role by default. If your role doesn't include it, the New Request button is not shown — ask your administrator. See Roles & Permissions.
Submitting a request
- Go to Tasks → Requests.
- Click New Request. A New Service Request panel opens on the page.
- Pick a request type from the dropdown.
- Read the routing line that appears — it tells you who will handle the request.
- Enter a Title and a Description.
- If the type includes a form, fill in the Additional details fields.
- Click Submit.
When it's saved, you'll see a Request created confirmation and the panel closes.
What goes in each field
| Field | Required | What to enter |
|---|---|---|
| Request type | Yes | Choose from the list. A type that always goes to one department is shown as Type name (Department) — for example IT Equipment (IT). A type that goes to your own department is shown by its name alone. The dropdown starts on Select request type... |
| Title | Yes | A short, specific summary — the line the handling team sees first in their list |
| Description | Yes | The full explanation: what you need, why, and by when |
| Additional details | Depends on the type | Extra fields the department set up for this type. Some of them may be required |
Submit stays greyed out until the request type, the Title and the Description are all filled in. If a required field inside Additional details is empty or invalid, the form points it out when you press Submit — fix the highlighted field and try again.
Knowing who will handle it before you submit
As soon as you pick a request type, a short line appears under the dropdown so there are no surprises about where your request is going:
| What you see | What it means |
|---|---|
| Will be handled by: {name} | This type always goes to one specific person. Your request is assigned to them from the start |
| Routed to {department} — a manager will assign it. | The request goes to that department, and a manager there decides who picks it up |
| Routed to your own department — a manager will assign it. | This type is handled inside each requester's own department. Your request goes to the department you belong to |
If the routing line names a department or person you didn't expect, you probably picked the wrong request type. Change the type in the dropdown — the routing line updates immediately.
Request types
Request types are set up by the people who manage them, so the list you see depends on what your organization has defined. Typical examples are Equipment or Software access for IT, and Leave request or Document request for HR.
A request type controls what you'll notice as a requester:
| Set on the type | What it changes for you |
|---|---|
| Who resolves it | Either one specific department — shown in brackets next to the type name — or your own department |
| Who handles it | Either one named person, or the department's manager assigns someone |
| Who can open it | A type can be limited to certain departments. If yours isn't one of them, the type is not in your list |
| Approval | If the type requires approval, your request waits for a manager's decision before work starts |
| A short form | If the type has one, you'll see the Additional details section in the form |
Only request types that are currently active appear in the dropdown, so anything that has been retired won't be offered to you.
If you open New Request and see "No request types available. Contact your department manager to set them up.", no types have been created yet — or none of them is open to your department. Your department manager or an Admin can add them — see Managing Requests.
Filling in "Additional details"
When a request type has a form, an Additional details section appears under the Description. This is how a department collects the specifics it always needs — a model name, a date, a floor number — without a back-and-forth conversation.
Depending on how the department built the form, you may be asked to:
- type a short answer or a longer explanation
- enter a number
- pick a date
- choose one option from a dropdown or a set of radio buttons
- tick several options at once
Forms can also include headings, explanatory text and dividers to guide you through longer sections. Those are there to read, not to fill in.
Request forms are for written details only — you can't attach a file or an image to a request. If a document or a photo matters, describe it in the Description and share the file the way your team normally does.
What happens after you submit
Your request appears immediately under My Requests, with a status badge, the request type, its priority and the date you created it.
The status it starts in depends on the type you chose:
| If the type… | Your request starts as |
|---|---|
| requires manager approval | Pending Approval — a manager approves or rejects it before any work begins |
| does not require approval | Open — ready for the department to pick up |
From there:
- The manager of the receiving department is notified that a new request has come in. For a type handled in your own department, your organization's Admins are notified as well.
- If the type has a default handler, the request is already assigned to that person.
- You're notified when your request is approved and again when it's resolved.
- You can open the request at any time to read where it stands and add comments.
Priority comes from the request type itself, so you don't set it when submitting. You'll see it on the request row and in the request detail — Low, Medium, High or Critical.
Following your request
Click any row under My Requests to open it. Use Back to Requests at the top left to return to the list.
The detail view shows the title and current status, your description, who submitted it (By:), the type (Type:), the priority (Priority:) and the created date. If the type had a form, your answers appear in a read-only Submitted form section. Below that you can see who the request is assigned to (Assignee:), and the comment thread.
Adding a comment
Type in the Add a comment... box and click Send (or press Enter). Comments are the place to answer a question from the handling team, add information you forgot, or ask for an update. If the list is empty, it shows "No comments yet".
The people handling your request can also leave internal notes on it. You don't see those — they are only for the team working on the request.
Buttons you may see as the requester
Which buttons appear depends on the current status of your request:
| Status | Button | What it does |
|---|---|---|
| Open | Cancel | Withdraws the request — use it when you no longer need it |
| In Progress | Cancel | Withdraws the request while someone is already working on it |
| Waiting on Requester | Resume | Tells the team you've answered and they can carry on |
| Waiting on Requester | Cancel | Withdraws the request |
| Resolved | Close | Confirms you're happy — this finishes the request |
| Resolved | Reopen | Sends it back to the team if the result wasn't right |
While a request is Pending Approval there is nothing for you to press — wait for the manager's decision.
A cancelled request is final — it can't be restarted. If you cancel by mistake, submit a new request. A Closed request also can't be reopened from the button, so only click Close once you're satisfied. Reopen is available while the request is still Resolved.
Tips for a request that gets handled fast
- Pick the right type. The type decides the department, the handler and the form — a wrong type means your request is re-routed and delayed.
- Write a specific title. "Laptop won't turn on — 3rd floor, Finance" beats "Problem".
- Answer the form properly. The Additional details fields exist because the team needs those answers to start.
- Say when you need it. Priority is fixed by the type, so put your deadline in the Description.
- Check for a comment before chasing. If your request sits at Waiting on Requester, the team is waiting on you.
Next steps
- Managing Requests — every status, how requests are assigned and approved, and how request types are created and edited.