Requests

Work the intake queue of requests created from form submissions: filter by queue, status, priority and reference, assign them and move them on.

Requests is your intake queue: everything that came in through a form and needs someone to act on it. Each request has a type, a priority, a status and an assignee, so the people working the queue can see what is waiting, who has it, and what is blocked on an approval, without caring which form it arrived on.

Where to find it#

Open Requests from the sidebar. A shorter list also appears on the FormsRequests tab.

How requests are created#

A request is made from a form submission, and each submission can become at most one request. Requests are normally created by an automation rule: “A form is submitted” with the “route submission” action (see Route form submissions into requests). There is no button to create a request from scratch.

Type: What kind of request it is, such as “purchase request”, set by the routing rule.
Requester: The member who submitted the form. They are notified when the request is received and whenever its status changes.
Assignee: The person working on it. A request can be unassigned.
Priority: low, normal, high or urgent.
Due date: Shown on the row when the routing rule set one.

Who can use it#

Permissions

form.viewform.manage

form.view lets you see the queue and your own requests. form.manage adds the controls to change a request’s status and assignee.

Work the queue#

Choose whose requests to see
All requests shows the whole queue. Mine shows the requests you raised.
Filter
Narrow the list with:
- Queue: Everyone, Nobody yet (unassigned), or one person.
- Status: Any status or one status.
- Priority: Any priority, low, normal, high or urgent.
- Reference: type a submission reference such as REQ-14 and press Enter or select Search.
Changing a filter takes you back to the first page. The list shows 25 requests at a time, with Previous and Next.
Read the row
Each row shows the request type, status, a priority badge for high and urgent requests, who it is from, who has it, the date it arrived, and the due date if there is one. Badges also show:
- An approval state, such as Awaiting approval, Approved, Approval rejected, Approval cancelled or Changes requested. Select it to open Approvals.
- Converted to work, when a work item was created from the request.
Assign and update
With form.manage, use the status list on the row to move the request on, and Assign to… to give it to someone. The requester is notified when the status changes. On the Forms → Requests tab you can also change the priority.

Tip

Work unassigned requests first: set Queue to Nobody yet and Status to Submitted. Anything showing Awaiting approval can’t move until the approval is decided.

Statuses#

Status	Meaning	What the requester sees
Submitted	New and not yet picked up.	Received
In review	Someone is assessing it.	In review
In progress	Work is under way.	In progress
Waiting on requester	You need something from the person who asked.	Waiting for you
Completed	Done.	Completed
Rejected	Turned down.	Completed
Cancelled	No longer needed.	Completed

Status changes are free: you can move a request to any status. Requesters never see the difference between Completed, Rejected and Cancelled; all three read as completed to them.

Approvals and work items#

An automation on “A request is raised” can ask for an approval on the request. A request has at most one approval from a rule, and its badge always shows that approval’s latest state.
Another automation can create a work item from the request, with a title built from the submitted answers. The request then shows Converted to work, and the badge links to My Work.

Questions#

A form was submitted but no request appeared.

Check that a routing rule exists for that form and is On, then look in AutomationsRun history. Submissions from public forms by people who aren’t signed in can’t be routed automatically.

Two people were given the same request.

They shouldn’t be. Round-robin routing takes turns safely even when submissions arrive at the same moment. If you see a genuine duplicate, report it.

Why does a request show someone’s ID instead of a name?

The person is no longer an active member of the organization, so their name can’t be looked up.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.