3. How to Create a Request
The Requests module is your single pane of glass for all client-initiated actions—support tickets, callback bookings, document uploads, feedback submissions, and more. Each request is automatically tied to a specific Client and Project, ensuring that nothing falls through the cracks. By using Requests you gain:
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Centralized Tracking: Every inquiry lives in one list with clear status indicators (Active, Archived).
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Structured Context: Attach files, set time windows, and capture custom data so your team has everything they need.
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Accountability & Audit: Who opened, who owns, when it was created—and a complete message thread for full transparency.
Below is a step-by-step guide to creating and viewing requests in the system.
1. Open the Requests Module: From the left-hand nav, click Requests. The main Requests list shows total count, filters, search, and the table of existing requests.
2. Launch the “Add Request” Form: Click the + Add Request button in the top-right corner.
3. Complete the General Section
Fill in each field as follows:
| 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:
- General fields (Name, Time range, Client, Description)
- Status badge (Active, Archived)
- Attached files and any custom data
- Full message thread and metadata
Conclusion
By leveraging the Requests module you ensure that every client touchpoint is:
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Logged: No more lost emails or ad-hoc notes.
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Linked: Always tied to the right client and project for clear ownership.
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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