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agentTools:
  projectIndex: https://regscale.readme.io/llms.txt
---

# 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