Requests

Service requests are used to provide workflow around servicing and routing requests for formal, standard, pre-defined, and routine service delivery. Common synonyms include Service Tickets, Work Orders, and Service Tasks.

What is it?

A request is a formal submission for a service, resource, or action that follows a defined workflow from submission through fulfillment. Requests provide a structured way to track service delivery, ensure accountability, and maintain visibility throughout the fulfillment process.

Why would you use it?

Requests help organizations manage the lifecycle of service delivery by:

• Tracking formal service submissions from initiation to completion
• Assigning clear ownership between requestors and fulfillers
• Ensuring services are delivered within expected timeframes
• Maintaining visibility into request status and progress
• Linking requests to related compliance items (issues, risks, assessments)
• Providing audit trails for service delivery compliance
• Managing workload distribution across teams

What are the benefits?

A robust request management program delivers:

• Improved efficiency - Streamlined workflows reduce manual coordination
• Enhanced user satisfaction - Clear status visibility and communication
• Reduced costs - Optimized resource utilization and fewer delays
• Greater compliance - Audit trails and documented approval workflows
• Improved visibility - Real-time dashboards and status tracking
• Better consistency - Standardized processes for service delivery
• Accountability - Clear ownership with requestor and fulfiller assignments

How do I use it?

For our Community Edition (CE) customers, you get the following out of the box:

• Create and manage service requests with priority levels (Low, Standard, Urgent)
• Track request status through the full lifecycle (Draft, Submitted, Approved, In Progress, On Hold, Completed, Cancelled)
• Assign requestors and fulfillers for clear ownership
• Link requests to owning organizations
• Track key dates (Date Requested, Need Date, Date Completed)
• Associate Issues/POAMs with Gantt chart visualization
• Link related Risks to requests
• Manage Key Stakeholders for each request
• Track Milestones for complex requests
• Attach Questionnaires for information gathering
• Real-time tracking and dashboards
• API automation for integrations
• Workbench assignment tracking
• Automated workflows for review and approval
• Social collaboration via News Feed and commenting
• Secure document management with encryption
• Audit history (views, updates, prints, emails)
• Calendar view for deliverables
• Dashboards, Status Boards, and Score Cards
• Batch creation and updates for bulk operations

For our Enterprise Edition (EE) customers, you get all the great features above, plus:

• Custom fields and extended schemas
• Microsoft Teams and Slack integration
• Multi-tenant capability with data isolation
• Real-time interactive dashboards with PowerBI
• Advanced workflow customization
• Parent-child relationships with other modules (Assessments, Cases, Data Calls)

Request Types

Requests support flexible categorization through configurable request types, allowing organizations to define the kinds of service requests that match their operational needs.

Priority Levels

Each request can be assigned a priority level to help teams triage and schedule work appropriately:

• Low - Non-urgent requests that can be fulfilled during normal operations
• Standard - Regular priority requests following typical SLAs
• Urgent - High-priority requests requiring expedited attention

Status Workflow

Requests follow a defined status workflow:

Status	Description
Draft	Initial creation, not yet submitted
Submitted	Formally submitted for processing
Approved	Request approved and ready for fulfillment
In Progress	Actively being worked on
On Hold	Temporarily paused
Completed	Successfully fulfilled (requires completion date)
Cancelled	Request cancelled

Key Fields

Field	Description	Required
Title	Brief description of the request	Yes
Request Type	Category of service request	Yes
Priority	Urgency level (Low, Standard, Urgent)	Yes
Status	Current workflow status	Yes
Requestor	Person submitting the request	Yes
Fulfiller	Person responsible for completion	No
Date Requested	When the request was made	Yes
Need Date	When the service is needed	No
Date Completed	When the request was fulfilled	Required when Completed
Organization	Owning organization	No
Description	Detailed request information	No
Justification	Business justification	No
Notes	Additional notes	No

Integration with Other Modules

Requests integrate seamlessly with other RegScale modules:

• Issues/POAMs - Track remediation items related to requests with Gantt chart views
• Risks - Associate identified risks with service requests
• Assessments - Link compliance assessments as child records
• Cases - Associate case management items
• Data Calls - Track data collection requests
• Questionnaires - Gather structured information through linked questionnaires