23. Requests

Screenshots show the Turkish interface of Prozence with fictional "Örnek Teknoloji A.Ş." data; the English interface has the same layout.

With Requests, you send a problem or a need, such as a computer fault, an access card, toner or air conditioning, to the right team. Each request gets a tracking number (e.g. T-2026-0018); in the app you follow which step the request is at, who handles it and the team's replies. The teams that handle requests (IT, facilities…) see incoming requests in one list, follow the target time, reply quickly with canned replies, close the request with its outcome and measure resolution times on the Overview board.

Since 1.1.7, every request closes with an outcome: Resolved, Not resolved or Rejected. The requester does not give a separate confirmation; if they are not happy with the outcome, the request is reopened with a reason within 7 days.

This chapter is for employees who open requests and for the people who handle requests. For defining the categories, target times, handlers and canned replies, see 31. Request, mailroom, purchasing and fixed asset management.

Who: Employee · Request handler (category handler, requests operator, person assigned to the request)

In this chapter

• The Requests box and My service requests
• Opening a request
• Following the status of your request
• Replying to a request that needs information
• Rating or reopening a closed request
• Cancelling a request
• IT request opened from an asset fault
• The incoming requests list (request handlers)
• Taking on a request and writing a reply
• Handing over a request or assigning it to someone else
• Using a canned reply
• Asking the requester for information
• Resolving a request, and changing the priority or topic
• Creating a task from a request (Convert to task)
• The Overview board: resolution times
• How the target time and the measures are calculated
• Common warnings

Before you start: The Requests module is off by default in the company. If you do not see the Requests box, the module is not turned on in your company; ask your manager or your IT team. The screens in this chapter use data from the fictional company "Örnek Teknoloji A.Ş.".

The Requests box and My service requests

Who: Employee · Where: My Space → Services → Requests (on a computer, Board → Services)

What it does: Shows the number, status, topic and handler of the requests you opened in one list.

1. Tap My Space in the bottom menu.
2. Select Services in the strip at the top.
3. Go to the Requests box. The last 50 requests you opened are listed, the newest at the top.
4. Each row shows the request number, status, time opened, title, topic (category) and the name of the person who handles it. The colored strip on the left of the row shows the priority (orange: high, red: urgent).
5. If the team asked you for information, the row also shows the Information needed from you badge (see Replying to a request that needs information).
6. Tap a request to see its details.

Statuses (1.1.7):

Result: If you have no requests, the box says "You have no requests yet. Tap “New request” for a fault, supplies or an admin need."

Tip:

• Your open requests (at most 3) also show in the My Space → My Area → My service requests box. There, + New request opens a new request and All requests takes you to the Requests box. You also see all your requests together with your other actions in My requests (see 06. Board and intranet).
• If you handle requests, the My service requests, Incoming requests (N) and Overview tabs show at the top of the box. My service requests always shows only the requests you opened.

Opening a request

Who: Employee · Where: My Space → Services → Requests → + New request

What it does: Sends a problem or a need to the right team. The request goes to the handlers of the category you select by phone notification and email.

Before you start: The categories and their handlers depend on your company. Sample categories: BT arıza ve destek ("IT faults and support"), Facilities, Sarf malzemesi ("supplies"), Bina ve tesis bakım ("building and facility maintenance").

1. In the Requests box, tap + New request.
2. Under Subject, select a category. The description below the category shows which needs belong to it (e.g. "Bilgisayar, e-posta, yazıcı, erişim ve yetki" — "computer, email, printer, access and permissions").
3. Type a Title (at least 3 and at most 120 characters, e.g. "Kulaklık mikrofonu sesi iletmiyor" — "the headset microphone does not transmit sound"). The counter below it shows how many characters you typed.
4. If you want, write in the Description (optional) box what happened, since when and what you tried (at most 4,000 characters).
5. Select the Priority: Low, Normal, High or Urgent. The priority changes the target resolution time (see How the target time and the measures are calculated).
6. If you want, type the place in the Place (optional) field (e.g. "3. kat satış" — "3rd floor, sales").
7. If you want, add a photo, a screenshot or a PDF that shows the problem with Attach file under Attachment (optional).
8. Tap Send request.

Result: The message "Request received: T-…" shows; the request is added to the top of your list with the New status.

Attachments (1.1.7): an image (JPEG, PNG, WebP) or a PDF; at most 3 files, each at most 4 MB, at most 8 MB in total. The same rules apply to attachments on replies and on the outcome note.

Common errors:

• "Choose a topic." — you did not select a category.
• "Write a short title (at least 3 characters)." — the title is too short.
• "Başlık en çok 120 karakter olabilir (şu an 125)." ("The title can be at most 120 characters (currently 125).") — write the details in the description.
• "Up to 3 files can be attached." / "Each file can be at most 4 MB." / "Dosya bir PDF değil." ("the file is not a PDF") — select another file.
• "You’ve opened many requests; try again shortly." — you opened many requests in a short time (at most 5 a minute).
• "Requests are turned off at this company." — the module was turned off.

Important: Make sure that no personal document or password on a screen shows in the attachment. The note on the form also reminds you of this: "Arızayı gösteren fotoğraf, ekran görüntüsü ya da PDF işi hızlandırır. Parola ya da kişisel belge paylaşmayın." ("A photo, screenshot or PDF of the problem speeds things up. Do not share passwords or personal documents.")

Following the status of your request

Who: Employee · Where: Requests → tap the request

What it does: Shows which step the request is at, who handles it, the target time and the messages with the team.

1. In the Requests box, tap your request. The request window opens.
2. The number, title, status and priority show at the top.
3. Below them, there is a three-step status bar: New → In progress → Result. While the team waits for information from you, the second step is named Waiting for info. When the request closes, the last step shows the outcome (Resolved – closed, Not resolved – closed or Rejected – closed); for a request that was not resolved or was rejected, × shows instead of ✓.
4. Read the Subject, Opened by, Opened, Handled by and Place rows. If the request has not been assigned to anyone yet, the Handled by row says "Not assigned yet". For an open request, the Target row shows the resolution time the team aims for; while information is awaited, it says "Waiting for your reply (time paused)".
5. For a closed request, the measure tiles show: First response (the time until the team's first reply to you) and, if resolved, Resolution.
6. Below, the messages, the attachments and the history of the request (e.g. "Ozan Koç · Status: In progress") are listed in time order.
7. To write to the team, type in the Your message box, add an attachment with Attach file if you want and tap Send.

Tip: You get a notification when your request is taken on, when someone writes to you, when information is asked, when the person who handles it changes, when its priority or topic changes and when it gets an outcome (see 09. Notifications). A message you write while the connection drops is not lost: if it cannot be sent, it stays in the box and comes back even if you close and reopen the window.

Replying to a request that needs information

Who: Employee · Where: Requests → request with the Information needed from you badge

What it does: If the team asks you for information to resolve your request, the request goes back to work with your reply.

1. Tap the notification, or open the request with the Information needed from you badge in the Requests box.
2. Read the team's message (e.g. "hangi klasör olduğunu ve hata iletisinin ekran görüntüsünü ekleyebilir misiniz?" — "can you add which folder it is and a screenshot of the error message?").
3. Type the requested information in the Your message box. Add the requested screenshot with Attach file.
4. Tap Send.

Result: The message "Sent." shows; the request goes back to In progress and the person who handles it is told.

Tip: While the request is Waiting for info, the target time stops; during this time the request is not counted as "overdue". The faster you reply, the faster the problem is solved.

Rating or reopening a closed request

Who: Employee (who opened the request) · Where: Requests → closed request

What it does: The person who handles the request closes it with its outcome; no confirmation is expected from you. If you want, you rate the service. If the problem continues, you reopen the request with a reason within 7 days; if the time is over, you open a new request linked to this one.

1. When the request gets an outcome, you get a notification with the outcome (e.g. "T-2026-0028 · Resolved – closed") and an email. Tap the notification or open the closed request. At the end of the messages, the team's outcome note shows (e.g. "Sürücü güncellendi; yeniden başlatmadan sonra titreme geçti." — "the driver was updated; the flicker stopped after a restart").
2. To rate, select a star from 1 to 5 under Rate the service (optional), write a comment if you want and tap Send rating. The message "Thank you; your rating has been saved." shows.
3. If the problem continues, tap Still a problem — reopen.
4. Write what happens in the What is the problem? (required) box and tap Reopen.

Result: The message "Request reopened." shows; the request goes back to work and the person who handles it gets a notification. The previous rating stays in the history; the new outcome is rated again.

If the time is over: Next to the button, a deadline shows, e.g. "You can reopen this request until 23 Oct 10:42." When this time (7 days after closing) is over, the button goes away and the request says "The 7-day reopening period has ended. If the problem persists, open a new request linked to this one.":

1. Tap Open a new request linked to this one. The Linked new request window opens; the topic and the title ("Devam: …" — "continued: …") come from the previous request.
2. Write the description and tap Send request. The new request shows the link "Previous request: T-…", and the history of the old one shows "Bu talebin devamı açıldı: T-…" ("a follow-up of this request was opened: T-…").

Important: You can give a rating only once ("Puanınız zaten kaydedildi." — "your rating is already saved"). If you tap Send rating without selecting a star, the warning "Choose a rating from 1 to 5." appears. A cancelled request cannot be rated.

Cancelling a request

Who: Employee (who opened the request) · Where: Request window → Cancel request

What it does: You withdraw a request that is no longer needed.

1. Open your request.
2. Tap Cancel request.
3. At the question "Talep iptal edilsin mi? İlgilenen kişiye bildirilir." ("Cancel the request? The person who handles it is told."), fill in the Reason (optional) box if you want.
4. Tap Cancel. If you change your mind, tap Go back.

Result: The message "Request cancelled." shows; the request becomes Cancelled.

Important: Only open requests (New, In progress, Waiting for info) can be cancelled. For a closed request, the warning "The request can’t be cancelled." appears. Only the person who opened the request can cancel it.

IT request opened from an asset fault

Who: Employee, IT team · Where: Requests → request with the title "Arıza: …" ("fault: …")

What it does: When you report a fault for an item assigned to you from My assets (see 28. Fixed assets and asset assignment), a request is opened automatically for the IT team, if your company turned this on. You do not have to open the request separately.

1. When you report the fault, the message "Reported; IT request opened: T-…" shows. The request is in your Requests box with a title such as "Arıza: Dizüstü bilgisayar 13" (DMB-2026-0020)" ("fault: 13" laptop"); you count as the person who opened it.
2. Open the request. The description shows the incident number (OLY-…), the item, the category, the serial number, the person it is assigned to, the problem you reported and the address of the asset record. If you added photos to the incident, the first photo is also attached to the request.
3. Follow the request like other requests; the team can write to you or ask for information.

Important: When the IT request closes, the asset incident does not close automatically: repairing or replacing the item, and the cost and fault assessment, are the decision of the asset officer. When the request gets an outcome, the asset officer gets the notification "Linked IT request resolved: T-…" and closes the incident on the Assets screen (see 28. Fixed assets and asset assignment).

The incoming requests list (request handlers)

Who: Category handler, requests operator, person assigned to the request, Admin · Where: Board → Services → Requests → Incoming requests

What it does: Shows at a glance the requests that come to you and your team, how much time is left until the target time and who waits for a reply.

Before you start: Only request handlers see this tab (see chapter 31):

• a category handler handles the requests of their own categories and sees the others;
• the Module admin, Operator and Viewer roles of the Requests module and Admins see all categories;
• a Viewer sees the list and the Overview but cannot handle requests;
• if a request was assigned to someone who is not a category handler, that person also sees the tab; their list has only the requests assigned to them (1.1.7).

1. Click Board in the menu on the left and open the Services tab at the top. On a phone, select My Space → Services.
2. In the Requests box, click the Incoming requests (N) tab. The number in brackets is the number of open requests.
3. Click one of the status boxes at the top to filter the list:
   • Open — new, in progress and waiting-for-info requests;
   • Awaiting response — requests where nobody has written to the requester yet;
   • Assigned to me — the ones you took on or that were assigned to you;
   • Overdue — the ones past their target time (red);
   • Waiting for info — the ones waiting for a reply from the requester;
   • Closed (30 days) — the ones closed with any outcome in the last 30 days; below it, "today N" shows;
   • All (with its number).
4. If you want, type in the search box (Search number, title, person or location) or select a category in the All categories list.
5. Read the rows. Each row shows:
   • on the left, the priority strip (red: urgent, orange: high);
   • the status and priority badges;
   • the target time badge: "3.8 h left", "11 days overdue" or "Clock paused" (while waiting for info);
   • the Awaiting response badge (if nobody has written to the requester yet);
   • the topic, the person who opened it and their department;
   • the initials and name of the person who handles it, or "Unassigned";
   • for an open request, at the bottom, the target time bar (green → orange → red).
6. Click a request to open the request window.

Result: Overdue and urgent requests stay at the top of the list; they are marked with a red background.

Tip:

• Download CSV exports the requests in the list to a file; the file also has the "Time to target (h)", "Awaiting response", "Closing" and "Hedef aşıldı" ("target exceeded") columns.
• The list shows at most 300 requests ("Showing the first 300 requests; narrow the filter.").
• Department tasks in a new employee's onboarding also come as requests (e.g. "İşe başlama: Deniz Arslan — Bilgisayar, e-posta hesabı ve erişimleri hazırla" — "Onboarding: Deniz Arslan — prepare the computer, email account and access").
• The Waiting for you list in the bell shows the row "n open requests assigned to you"; when you tap it, the Assigned to me filter opens.

Important: When the target time is passed, the person who handles the request (if the request is not assigned to anyone, the category handlers) gets the notification "Request is past its target time" once. The check runs every hour.

Taking on a request and writing a reply

Who: Category handler, requests operator, person assigned to the request · Where: Incoming requests → request

What it does: You take the request yourself, write to the requester or add a note that only the team sees.

1. In Incoming requests, click the request.
2. Read the target time ("Target: 16 Oct 14:42") and the target time bar at the top of the window, and the Subject, Opened by, Opened, Handled by, Target and Place rows below them. If the First response tile says "No response yet", nobody has written to the requester.
3. If you want to reach the requester, click Call or Email.
4. To take the request, click Take it on. The message "Request is now in progress." shows; the request becomes In progress and your name is written in the Handled by row. The requester gets the "In progress" notification.
5. To write to the requester, type in the message box (Reply to the requester or internal note), add an attachment with Attach file if you want and click Send.
6. If you want only the team to see it, first select the Internal note (requester won’t see it) checkbox, then click Send. The message "Internal note saved." shows.

Status buttons: The primary button at the bottom of the window changes with the status of the request:

• for a New request: Take it on, Ask for info, Resolve request;
• for an In progress request: Resolve request, Ask for info (if the request is not assigned to anyone, Take on);
• for a Waiting for info request: Start processing, Resolve request.

Result: Except for internal notes, the first text you write to the requester is recorded as the First response time of the request; only taking it on does not count as a first response.

Tip: The text in the message box goes only with Send. Ask for info and Resolve request ask for the text for the requester in their own window. The note at the bottom of the window reminds you of this.

Important: While Internal note (requester won’t see it) is selected, the buttons that go to the requester (Ask for info, Resolve request) are off: "Internal note is ticked: actions that reach the requester (Ask for info, Resolve request) are off. Save the internal note with "Send"." The attachment of an internal note is available only to request handlers. After the request closes, only internal notes can be written.

Common errors:

• "The message can’t be empty." — the message box is empty.
• "The message can be at most 2000 characters (currently …)."
• "You can only view this request." — your role is Viewer, or you are the handler of another category.
• "Talep zaten işlemde (…)." ("The request is already in progress (…).") — someone else took it on before you.

Handing over a request or assigning it to someone else

Who: Category handler, requests operator, person assigned to the request · Where: Request window → Assign to someone / Hand over / reassign

What it does: You assign the request to any employee in the company; they do not have to be a category handler. If the request is already with someone, you hand it over with a reason.

1. In the request window, click Assign to someone below the Handled by: row (if the request already has a handler, Hand over / reassign).
2. Type the name in the Person box and select it in the list. The handlers of the category are at the top of the list and have the label "· sorumlu" ("handler").
3. If the request is already with someone, fill in the Reason for handover (required) box (e.g. "Yazıcı sunucusunun yönetici yetkisi Burak Bey'de." — "Burak has the admin rights for the print server."). If it is not assigned to anyone, this box is named Note (optional).
4. Click Assign. The message "Assigned; the new person was notified." shows.
5. To remove the assignment, write the reason and click Remove assignment.

Result: The new person gets the notification "Talep size devredildi" ("the request was handed over to you") with the reason; the previous handler is told that it was handed over to someone else. The requester sees the name of the handler but does not see the reason for the handover.

Common errors:

• "Write the reason for the handover." (e.g. "Fotoğrafı Zeynep çekecek" — "Zeynep will take the photo")
• "Pick an employee from the list."
• "Talep zaten … kişisine atanmış." ("The request is already assigned to ….") — you selected the same person again.
• "Kapanan talep atanamaz; gerekirse önce yeniden açın." ("A closed request cannot be assigned; if necessary, reopen it first.")

Using a canned reply

Who: Category handler, requests operator · Where: Request window → Insert canned reply…

What it does: You add replies you write often (password reset, screenshot request, supplies delivered…) to the message box with one selection.

Before you start: The Requests module admin defines the canned replies (see chapter 31). If there are no canned replies, the list does not show. Employees who open requests do not see this list.

1. Open the request window.
2. Open the Insert canned reply… list above the message box.
3. Select a reply (e.g. Ekran görüntüsü isteği — "screenshot request").
4. The text is added to the message box. In the text, {ad} is already replaced with the requester's name and {no} with the request number (e.g. "Merhaba Gamze, …" — "Hello Gamze, …").
5. If necessary, edit the text.
6. Click Send. To send the text as a question, click Ask for info; the text in the message box is moved to the question window.

Tip: If there is already text in the message box, the canned reply is added below it, on a new line.

Asking the requester for information

Who: Category handler, requests operator · Where: Request window → Ask for info

What it does: You ask the requester for the information needed to resolve the request. The target time stops until the reply comes.

1. Click Ask for info. A window opens: "Talep sahibine soru gönderilir (e-posta ve telefon bildirimi). Yanıt gelene kadar hedef süre durur." ("A question is sent to the requester (email and phone notification). The target time stops until the reply comes."). If there is text in the message box, it is moved to the window.
2. Write what you need (e.g. the canned reply Ekran görüntüsü isteği).
3. Click the confirm button in the window. The message "Question sent; target time paused." shows.

Result: The request becomes Waiting for info. In the list, the target badge says "Clock paused". The requester gets a notification, and the Information needed from you badge shows in their list. When the requester replies, the request goes back to In progress; the waiting time is added to the target, and the overdue mark goes away.

Common error: If you send the question while it is empty, the warning "Write what you need from the requester." appears. You cannot ask for information while Internal note (requester won’t see it) is selected.

Resolving a request, and changing the priority or topic

Who: Category handler, requests operator, person assigned to the request · Where: Request window

What it does: When the work is done, you close the request with its outcome and write to the requester what was done. You correct the priority or topic of a request that was opened wrongly.

Resolving:

1. Click Resolve request. The Resolve request panel opens.
2. Under Result, select one:
   • Resolved — the problem was fixed.
   • Not resolved — the team worked on it but could not solve it (no part, outside their authority, supplier…).
   • Rejected — the request will not be met (against the rules, duplicate, out of scope…).
3. In the Note to the requester (required) box, write what was done; if it was not resolved or was rejected, write the reason and what the requester can do. The note goes to the requester by email and by phone notification. If you want, add an attachment with Attach file.
4. Click Resolve and close. Confirm the question "T-… "Resolved – closed" olarak kapatılacak. Notunuz talep sahibine gönderilecek; talep sahibi 7 gün içinde yeniden açabilir." ("T-… will be closed as "Resolved – closed". Your note will be sent to the requester; the requester can reopen it within 7 days.") with Resolve and close.

Result: The message "Request resolved: Resolved – closed." shows. If the person who resolved the request is not the handler, they become the handler. The requester can give a rating or reopen it with a reason within 7 days (see Rating or reopening a closed request). If your note was not finished, it is not lost; when you reopen the window, the panel opens with the note.

Reopening a closed request (handler): For a closed request, click Reopen request, fill in the Neden yeniden açılıyor? (talep sahibi görür) ("why is it reopened? (the requester sees it)") box and click Reopen. The requester gets a notification and the request counts as "reopened". There is no 7-day limit for the handler.

Priority and topic:

1. Select the new priority in the Priority list. In the window "Öncelik Normal → Yüksek. Hedef süre yeniden hesaplanır; aşılmış hedef kaydı silinmez." ("Priority Normal → High. The target time is recalculated; the record of an exceeded target is not deleted."), fill in the Reason (the requester also sees it) box and click Change. The message "Priority changed; target time recalculated." shows.
2. If the request was opened in the wrong category, select the correct one in the Topic (if opened in the wrong category) list. Fill in the Reason for moving box and click Move. The message "Request moved; the new team was notified." shows; the handlers of the new category get the notification "Talep size taşındı" ("a request was moved to you") with the reason, and the requester is also informed.

Important:

• A request cannot be closed without selecting the outcome or writing a note: "Choose the outcome: Resolved, Not resolved or Rejected." / "Write the note for the requester."
• Two people cannot resolve the request at the same time: "Talep zaten sonuçlandırılmış (…)." ("The request has already been resolved (…).")
• Even if the priority is lowered after the target time was exceeded, the "Target time exceeded" record is not deleted; even if the request is resolved, it does not count as "on target".
• The priority of a closed request cannot be changed, and it cannot be moved.

Creating a task from a request (Convert to task)

Who: Request handler (category handler, requests operator, Admin) · Where: Request window → Convert to task

What it does: You turn a request that will take several days or that several people will work on into a task in My tasks. The request stays where it is; the two are linked.

Before you start: The button shows only if the Projects and tasks module is turned on in your company.

1. In the request window, click Convert to task (see the handler view above).
2. At the question "Create a task from this request? The title, description and request link are copied; the task is assigned to you.", click Create task.
3. The message "Task created." shows and the task opens. In the request, "Görev açıldı: …" ("task created: …") and Go to task show in place of the button.

For details, see 33. Tasks and projects.

Important: Only one task can be created from a request. When the request gets an outcome, the task does not close; a note is added to the task's feed.

The Overview board: resolution times

Who: Category handler, requests operator, requests viewer, Admin · Where: Board → Services → Requests → Overview

What it does: Shows on one screen, for the period you select, how fast requests are answered and resolved, how many are resolved within the target time and how satisfied users are.

Before you start: The Overview tab is available only to request handlers and viewers. An employee who opens requests does not see this tab ("The overview is only available to people who handle requests.").

1. In the Requests box, click the Overview tab.
2. Select the period: Last 7 days, Last 30 days or Last 90 days.
3. Read the indicator boxes:
   • Open requests (below it, how many wait for a reply);
   • Overdue (below it, how many wait for information);
   • First response (median);
   • Resolution time (median) (below it, the 90th percentile, e.g. "%90 · 29,8 sa" — "90% · 29.8 h");
   • Resolved on target (percentage and number of resolved requests);
   • Reopened (the share of requests reopened after closing, whoever reopened them);
   • Satisfaction (average rating and number of votes).
4. In the Last 14 days: opened and resolved chart, compare the requests opened and resolved by day.
5. Read the Age of open requests (newer than 1 day … older than 7 days) and Resolution time distribution (shorter than 1 hour … longer than 3 days) bars.
6. In the By category and By assignee tables, compare the Request, Open, Resolved, First response, Resolution (median), On target and Rating columns for each row.
7. For a more detailed report, click Detailed report; Reports → Requests opens with the monthly period (see 19. Reports).

Tip: The median (the middle value) is used instead of the average: one very long request does not distort the result. The median shows that half of the requests took less than this time and half took longer.

Important: The medians, on target, reopened, satisfaction and the two tables count the requests opened in the selected period. Open requests, Overdue and Age of open requests show the requests that are open now, independent of the period; the chart always shows the last 14 days. Cancelled requests are not counted; "resolved" means only the requests closed with the Resolved outcome. At most 5,000 requests are scanned.

How the target time and the measures are calculated

Who: Request handler, module admin

Target time:

• Each category has a target resolution time (in hours; in the sample setup, IT 8, facilities 24, supplies 48, building 24).
• The priority changes the time: Urgent ×¼, High ×½, Normal ×1, Low ×2. Example: in the IT category, the target is 8 hours; for an urgent request, it is 2 hours.
• While the request is Waiting for info, the time stops. When the request leaves this status, the waiting time is added to the target.
• When the priority or topic changes, the target is recalculated; the waiting time up to that moment is added to the new target. Once the target has been exceeded, this record is not deleted.
• For a request opened from an OHS corrective action (DÖF), the target is 18:00 on the due date of the action (the Deadline row in the request).
• The times are calendar hours; working hours and holidays are not taken into account.

Measures:

Common warnings