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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.

2.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.

3.

4. Additional informationInformation and attachments
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.

4.

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.

5.

6. Save changes
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).

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.

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