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.

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. 

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.

• 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

Label	Action	Description / Example
Workflow	Select a workflow from the dropdown list.	Displays all workflows configured and created in the Request module.
Download CSV	Click 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 Data	Enter 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 CSV	Drag and drop the file or click Browse to upload.	Supports .csv format, Max size: 10 MB, Row Limit: 5000.
Column Matching	Map 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.
Validation	Validate 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 Import	Confirm 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.

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

Employee Status | Request Information

Label	Action / Condition	Description / Example
Employee Status = On Going	When any task is moved from Open → In Progress	The request status reflects active progress. Example: Task “Create Employee ID” moved to In Progress → Employee Status = On Going.
Employee Status = Closed	When all related tasks are moved to Closed	The 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 Going	When at least one task is in In Progress, while others are closed	The 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 = New	When all tasks remain in the Open state	It indicates that no work has started yet. Example: A new onboarding request was raised, but no tasks were started → Employee Status = New.