| Field | Description |
|---|---|
| **Name** | Descriptive title (e.g., “Network Outage” or “Schedule Callback”). |
| **UID** | System-generated unique ID (auto-increment). |
| **Time range** | (Optional) Select start/end dates to indicate when the request is valid or when the client is available. |
| **Client** | Pick the client from the dropdown. This cannot be changed after saving. |
| **Project** | Choose the project context (e.g., “Web Portal Support”). |
| **Description** | Free-text details provided by the client or added by you for internal context |
**Note**: Once saved, you cannot change the client of the request.
**4. Add Custom Data (Additional Information):** Use the **Additional information** JSON tree to set any structured fields (e.g., `priority: "high"`, `documentType: "KYC"`). This is ideal for downstream automation or reporting. **5. Attach Supporting Files:** Drag-drop or click **Browse** under **Attached file(s)** to upload screenshots, logs, or PDFs. Valid formats: JPG, PNG, PDF. **6. Save the Request:** When ready, click **Save** at the bottom of the panel. The panel closes and your new request appears at the top of the Requests list with **Status = Active**. **To view information about created requests**, go to the **Requests** tab and click on the name of the specific request. A drawer will appear with information about it: ##### Viewing & Managing a Request **Open a Request:** Click any request’s **Name** in the list. **Inspect Details:** A **Request information** drawer opens on the right, displaying: 1. General fields (Name, Time range, Client, Description) 2. Status badge (Active, Archived) 3. Attached files and any custom data 4. Full message thread and metadata ##### Conclusion By leveraging the Requests module you ensure that every client touchpoint is: 1. **Logged:** No more lost emails or ad-hoc notes. 2. **Linked:** Always tied to the right client and project for clear ownership. 3. **Transparent:** Full audit trail and effortless status tracking. This standardized process boosts team efficiency, improves response times, and elevates client satisfaction across all service lines # 4. How to Edit a Request The **Requests** module not only lets you log new client requests, but also provides a full edit interface for updating request details, changing status, and communicating with clients. The Edit Request page centralizes request information and message history in one place. ##### 1. Open the Edit Request page In the left-hand navigation, click **Requests** to view the list of all requests. In the table, locate the request you want to edit and click **Edit** in the Actions column. The Edit Request page opens with tabs for **General** and **Messages**. ##### 2. Request Activity Tracking (Last Message Timestamps) To improve operational visibility, the system automatically tracks when the last message was sent by the client and by the manager for each request. **New System Fields** Each Request entity contains two additional system-managed fields: 1. **Last message from client at** 2. **Last message from manager at** These fields store the date and time of the most recent message sent by the respective party. Defaults: 1. For existing requests: values are `null` 2. For new requests: values are updated automatically once messages are created These fields are system-controlled and cannot be manually edited. **Automatic Update Logic** When a new message is created inside a request: 1. If the message is sent by a **client** → `Last message from client at` is updated to the message timestamp. 2. If the message is sent by a **manager** → `Last message from manager at` is updated to the message timestamp. The timestamp is derived from the message creation time. If a request contains messages from both parties, each field reflects the latest message from its respective sender. **Requests Table Columns** The Requests list table includes two additional columns: 1. **Last message from client at** 2. **Last message from manager at** Location: Displayed after the **Description** column. Display behavior: 1. Uses the standard CRM date-time format 2. Shows “—” if no message exists from that side These columns allow managers to immediately understand: Who interacted last Whether a request is waiting on client response Whether manager follow-up is required **Sorting and Filtering** Both fields fully support: **Sorting:** Ascending Descending **Filtering:** Date range filtering (In Range) Uses the same filtering logic as other date fields These filters can be combined with: 1. Project 2. Status 3. Type 4. Created date 5. Other existing filters **Customize Columns Support** The two new fields are available in **Customize Columns**: 1. Show / Hide toggle 2. Column reordering 3. Persisted per user view (same behavior as other columns) They behave identically to existing configurable columns such as Created, Updated at, and Status. **Operational Use Cases** These timestamps help teams: 1. Identify requests waiting for manager reply 2. Detect inactive conversations 3. Prioritize active client threads 4. Monitor SLA compliance 5. Filter requests by recent client interaction ##### 3. Update Core Request Fields Inside the **General** tab, you can update the main request fields: **Name:** The request title. **Time range:** Start Date and End Date selectors. **Client:** The primary client associated with the request. **Related clients:** Additional client contacts linked to the request. **Status:** Indicates the current request state (e.g., Active, Archived). **Type:** Defines the request category. **Description:** A multi-line field for request details. > **Note:** The **Client** field is locked after creation to preserve accountability. ##### 4. Additional Information and Attachments In the **General** tab, you can add structured data and files to the request. **Additional information:** Select available nodes to store structured request data. **Attached file(s):** Upload files such as images or PDFs using drag and drop or the browse option. ##### 5. Communicate with the Client Switch to the **Messages** tab at the top of the Edit Request page. The Messages tab displays the conversation history related to the request. If no messages exist, an empty state is shown. Use this tab to review previous messages and continue communication when available. > All messages are time-stamped, attributed to you, and—if API-integrated—pushed to the client’s portal. ##### 6. Save Changes Click **Save** to apply any updates made to the request fields or attachments.**Note**: You can add or edit statuses that are assigned to requests in the **Settings** module ([**Statuses** tab of the **Configurations** section](https://wiki.wi.services/books/wifox-business-core-solution-wbcs/page/3-how-to-configure-statuses)).
When creating a new Request status in Settings → Configurations → Statuses, make sure to define the **Order** field. The Order value controls how statuses are displayed in dropdowns and lists. Statuses are sorted in ascending order based on this value. If the Order field is not set, the status may appear in an unexpected position in the interface. The **Edit Request** feature centralizes all aspects of request management—metadata, status tracking, file attachments, and real-time messaging—into a single, intuitive panel. By keeping request details up to date and maintaining a live chat history, your team can ensure timely resolutions and a seamless client experience. # 5. How to Filter or Search a Request When your list of client requests grows, the Search bar (located above the table) and the Fast Filters panel allow you to narrow results using multiple criteria at once — including name, description, UID, project, client, type, status, and date ranges. Active filters appear as chips above the table, and the Total counter updates instantly. You can search for requests in two ways: 1. Quick Search (free-text matching) 2. Fast Filters (multi-field structured filtering) ##### To find a request using the Search input: > The Search input is permanently displayed above the Requests table and works independently from Fast Filters. Search terms are not saved inside filter presets. **1. Locate the Search field:** At the very top of the Requests table, you’ll see a text box with a magnifying-glass icon and the placeholder “Search…”. **2. Type your query: By Name**: Start typing the exact or partial request **Name**. **By Description**: You can also enter any word from the **Description** field (e.g. “setup”, “bug”). **3. Instant filtering:** As you type, the table narrows down in real time—only requests whose Name or Description contain your text remain visible. The Total counter at the top left updates automatically to reflect the number of matching records. **4. Clear the search:** Click the **×** at the right end of the Search box (once text has been entered) to reset the table back to showing all requests: ##### Using Fast Filters **1. Open the Filters panel**: Click the Filter button (funnel icon) in the top toolbar. **2. Available Filter Fields** You can filter by multiple parameters simultaneously: **Project** – filter by project or desk **Name** – filter by request name (Contains / Not contains) **UID** – filter by exact or non-equal ID **Clients** – select one or multiple linked clients **Description** – text-based filter **Status** – Active, Archived, Pending, etc. **Type** – request category **Created** – date & time range (In range / Not in range) **Updated at** – date & time range Each field may support operators such as: 1. Contains 2. Not contains 3. Equal 4. Not equal 5. Includes 6. In range 7. Not in range **3. Apply Filters:** After selecting your criteria, click **Apply**. The table refreshes immediately and only matching records remain visible. Active filters appear as filter chips above the table. Each chip displays: 1. Field name 2. Operator 3. Selected value Example: Created date – In range – 28.02.2023 → 13.01.2026 Status – Includes – Active UID – Not equal – r000117 4\. **Remove Filters:** Remove a single filter by clicking the × on its chip. Click **Drop filters** (top right) to clear all filters at once. 5\. **Combine Multiple Criteria:** You can combine as many filters as needed. Example: To find all Active support-type requests created in the last 30 days for Client “ABC”: 1. Status: Includes – Active 2. Type: Equal – Support 3. Clients: Includes – ABC 4. Created: In range – last 30 days Click **Apply** to update the table.