# Add Request End-users or requesters can create requests through the following channels: * Manually * Web portal * Mobile app * Email * By a technician (on call) * WhatsApp * Importing from a CSV file * Template When a request is submitted via **email**, the **subject line** becomes the request summary, the **email body** is captured as the description, and the request source is automatically set to **email**. ## Pre-requisites To add a request, the following must be pre-configured * **Requester** - the user requesting the service * **Priority** - priority of the request * **Service Classification**, if required. * **Assignee** - usually the technician assigned to the request. Use the "Take it" option to self-assign. * **Followers** are users who will be notified of the changes in the request. Use the "Follow" button to follow them directly. * **Tags** - groupings used for the classification of requests ## Instructions to add a Request * Go to the "Request" page * Click on the "New Request" button. If requesters have been added already, select the requester's name in the search option. Otherwise, use the "Add a New Requester" button if no requesters have been added or to add a new requester. Follow the "Requester" module for details. You can select or add a requester from the next page too. To add a request, follow the steps from the below table:
Label Action Description/Example
Requester* Add a new requester or search for an existing requester. Requesters are usually users requesting the service.
Reported by  Use the icon to expand this section. Add the reporter's name and email address, if applicable.  Reporters are users requesting the service on behalf of the requester. 
Assignee Select a technician to assign the request. Use the "Take it" option to self-assign it.
Request Type Select the type of request.  This is used when a specific service has multiple classifications. Leave this field blank if no classifications are defined. 
Service Classification Select the classification within the "Request For" category This is used when a request category has multiple sub-categories.
Priority Select the priority of the request using the drop-down menu.  Based on the request, the priority can be low, medium, high, or critical.
Followers Select a user to add them as followers. Users who must be notified of the request or any changes to the request can be added as followers. Use the 'Follow' option to self-follow the request.
Tags Select a tag to tag the request. Request tags must be predefined in the 'General Settings -> Tag Management module.
Subject  Add a subject line for the request. The subject line can be a summary of the request. For example, a Request for a new laptop.
Request For Use the drop-down to select one of the request categories
Internal Note Add description of the service request or a detailed note to your team member.
Add attachments  Use the action icon to add an attachment to the service request. Attachments can include emails, screenshots, etc.
{% hint style="info" %} **Additional Notes:** * When the requester's name is added, Infraon displays the list of past interactions the requester has had. Click on the Request ID to view the request details.  * When a request title is added, Infraon displays related Knowledge Base articles. If a related resolution is available, the technician can add it to the request resolution and close the request directly.  {% endhint %} Once all details are added, the user must click "Submit as New" - to submit the request. ### **Bulk Import** The **Import from CSV** and **Bulk Request Creation** options enable users to create multiple requests simultaneously, rather than adding them manually one by one. Both features follow the same upload and validation process, but they differ in the types of data they support. ![](/files/75691d975f8a53361f5bac101a0e8925af2486a6) * **Import from CSV**: Enables users to upload requests with **all available fields** (mandatory + optional). This is ideal for detailed imports where complete request information is captured. * **Bulk Request Creation**: Simplifies request creation by supporting only the **mandatory fields**. This option is helpful for quickly generating many requests with minimal input. #### **Instructions to Bulk Import**
**Bulk Import |** Basic Details
LabelActionDescription / Example
WorkflowSelect a workflow from the dropdown list.Displays all workflows configured and created in the Request module.
Download CSVClick Download sample CSV file.

A sample CSV file will be downloaded.

  • Import from CSV: contains all fields.
  • Bulk Request Creation: contains only mandatory fields.
Fill CSV DataEnter the required details in the downloaded CSV file.

Mandatory fields:

  • Subject
  • Internal Note
  • Requester Email
  • Phone Number (numeric, length 10–15)
  • Date/Time fields must follow formats: MM/DD/YY HH: MM, MM/DD/YYYY HH: MM, MM-DD-YY HH: MM.
Upload CSVDrag and drop the file or click Browse to upload.Supports .csv format, Max size: 10 MB, Row Limit: 5000.
Column MatchingMap the columns in the CSV file with fields in the Request module.Example: CSV Column: Email → Requester Email.
The system will prompt for any unmatched fields.
ValidationValidate the uploaded data.
  • System checks for mandatory fields and formatting rules.
  • Shows Valid and Invalid records.
  • Invalid records can be downloaded separately for correction.
Proceed ImportConfirm to import valid records.
  • Requests are created in the system.
  • A success toaster message is displayed.
  • Workflow-based actions are applied automatically.
### **Request Information** When a request is created from a template, it may contain one or more associated tasks. The overall **Employee Status** of the request is dynamically updated based on the current **state of the functions**. #### **Employee Status** Employee Status in a request is automatically updated based on the progress of its associated tasks. As tasks move through different states (Open, In Progress, Closed), the employee's status dynamically reflects the overall progress of the request. * If all tasks are still **Open**, the employee status remains **New**. * As soon as any task is moved to **In Progress**, the employee's status updates to **Ongoing.** * If at least one task is still **In Progress** while others are closed, the status continues to show **Ongoing**. * Once all tasks are **Closed**, the employee status is updated to **Closed**. {% hint style="success" %} **Example:** For an onboarding request with tasks like “Provide Laptop”, “Setup Email”, and “Create Active Directory Account”: * When no tasks are started → Employee Status = New * When one task is In Progress → Employee Status = On Going * When all tasks are finished → Employee Status = Closed {% endhint %} **Employee Status |** Request Information
LabelAction / ConditionDescription / Example
Employee Status = On GoingWhen any task is moved from Open → In ProgressThe request status reflects active progress.

Example: Task “Create Employee ID” moved to In Progress → Employee Status = On Going.
Employee Status = ClosedWhen all related tasks are moved to ClosedThe request is considered fully completed once all tasks have been finished.

Example: Tasks “Provide Laptop”, “Setup Email”, and “Grant VPN Access” all closed → Employee Status = Closed.
Employee Status = On GoingWhen at least one task is in In Progress, while others are closedThe status continues to reflect progress until every task is closed.

Example: Two tasks closed, but “Create Active Directory Account” is still In Progress → Employee Status = On Going.
Employee Status = NewWhen all tasks remain in the Open stateIt indicates that no work has started yet.

Example: A new onboarding request was raised, but no tasks were started → Employee Status = New.
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