Managing Service Requests
Track requests you've made, and — if you're a department manager — handle requests coming into your department.
Where Requests Live
Tasks → Requests has two views:
- My Requests — requests you submitted
- Incoming — requests sent to your department (managers and admins)
Request Statuses
| Status | Meaning |
|---|---|
| Pending approval | Waiting for a manager to approve it |
| Open | Accepted, not started |
| In progress | Being worked on |
| Waiting on requester | The department needs something from you |
| Resolved | Work finished, awaiting closure |
| Closed | Done |
| Cancelled | Withdrawn or declined |
Tracking a Request
Open any request to see its full detail: description, the submitted form, who it's assigned to, status history, and comments. Add a comment to provide more information — you're notified at each status change.
For Department Managers
Handling Incoming Requests
Open a request under Incoming and use the action buttons as work progresses:
- Approve / Reject — for types that require approval; rejecting asks for a reason, which the requester sees
- Start Working — begin the work
- Wait for Requester / Resume — pause while you need input, continue after
- Resolve → Close — finish and close out
- Reopen — bring a closed request back
- Cancel — withdraw it
You can also assign the request to a team member.
Internal Notes
When commenting, managers can tick "Internal note (only visible to department staff)" — the requester won't see it. Internal comments show an Internal badge.
Defining Request Types
Managers and admins create types with New Type:
| Field | Description |
|---|---|
| Name | e.g. IT Equipment |
| Department | Which department handles it |
| Default priority | Low → Critical |
| Default assignee | A specific handler, or route to the department |
| Requires manager approval | Gate work behind an approval |
| Request form fields | Optional custom form the requester fills in |
Tips
- Write clear descriptions — details speed up handling
- Check the request instead of emailing — everything is tracked in one place
- Managers: use forms on request types so you get the right details the first time