Documentation
Requests
Ask another department for work, with routing, approval, SLA, and a full trail.
Creating a request
Select "New request" on the Requests page. The form asks for a title, the handling department ("Assign to department" — required), a request type from that department's configured services, a priority (Low, Medium, High, or Critical), an SLA target, and a description. You can name a delegated requester who may submit the satisfaction rating on your behalf.
How approval is routed
When a published approval flow template matches the request's department or type, its chain is applied automatically; otherwise the request routes to the receiving department's manager. The requester is never an approver on their own request — if the requester manages the target department, the approval escalates up the organization tree, and when no eligible approver exists the request is auto-approved with an audit note.
Deciding, rejecting, resubmitting
Approvers decide from the Approvals queue, the request detail, or mobile. Rejection requires a written reason. After a rejection, the requester (or the department manager or an administrator) can resubmit the request, which restarts the decision according to the flow's resubmission behavior.
From request to task
Once approved, a request can be converted to a task ("Convert request to task"). Conversion copies attachments and comments, links the two records in both directions, and sets the request status to Converted to Task. Status changes, comments, and files are recorded on the request's activity timeline throughout.
Request statuses
Closed is the final state after a completed request receives its satisfaction rating. Overdue is a flag shown alongside the status, not a status itself.
Status values
NewIn ProgressHoldCompletedRejectedCancelledConverted to TaskClosedOn mobile
Requests can be created, decided, resubmitted, and converted to tasks on mobile as well as on the web.
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