Working on requests
Request Management → Requests lists the open requests: those that wait for a decision, are approved or being
fulfilled, or need attention. Filter has the status (or All) and the account; the search finds a request by
its number (REQ-12) or an account's name.
A request for an account
New request (on Requests, or on an account's page) needs the Request for an account permission. Pick the account, the requester (one of its contacts; without one there is no case), the catalog item and, for a change, which of the account's products it changes. Then answer the form and Request. Someone else decides on a request you made.
The request page
The page shows the status, the account, the requester, who made it, the case and the unit, then each item with its answers and its fulfilment, and the whole history.
| Action | Who | When |
|---|---|---|
| Edit answers | Work on requests | While it waits for a decision. The history keeps each change, before and after, and the item keeps its original answers (shown as "requested: …"). |
| Approve | Approve requests, never the person who made it | While it waits for a decision. An optional note goes to the requester on the case. |
| Reject | Approve requests, never the person who made it | While it waits for a decision, with a note: the requester gets it on the case, which is resolved. |
| Mark done, Mark failed | Work on requests | For each item being fulfilled. |
| Cancel request | Work on requests | Before its fulfilment started. |
| Close request | Work on requests | When it needs attention and nothing more will be done: items not done are cancelled, with a note the requester gets on the case. |
Fulfilment
Approving starts every item's fulfilment:
- Products people do wait in Fulfilling until someone marks the item done or failed.
- Products an integration does go to a webhook, which reports progress, then done or failed (more).
When an item is done, a new item adds the product to the account with the approved entitlements; a change item updates the account's product. When every item is done, the request is Fulfilled and the requester is told on the case. A failed item makes the request Needs attention until it is reported again.
Statuses
| Status | What it means |
|---|---|
| Submitted | Sent; waits for a decision. Its answers can still be edited. |
| Approved | Approved; fulfilment has started but nothing is reported yet. |
| Fulfilling | Fulfilment is under way. |
| Fulfilled | Every item is done. |
| Needs attention | An item failed. |
| Rejected | Not approved, with the note. |
| Cancelled | Cancelled before its fulfilment started, or closed while it needed attention. |