Requests and ticketing

Requests ("Approvals, ticketing, leave, and every employee request.") is the admin side of the request system members use. Six tabs split it: Queue, All Requests, Policies, Balances, Holidays, and Reports.

Queue

The Queue tab ("Awaiting your decision") is your work list, grouped into Approvals, Tickets, Open tickets, Overdue, and All work, with a Needs action marker. When it is clear it says "Nothing needs your attention right now."

Each item carries an SLA state: On track, Due {time}, Overdue, or a note like "{n} holiday paused the clock" when a holiday stopped the deadline. A Delegated badge ("Delegated from {name}") marks items handed to you.

All Requests

The All Requests tab is the org-wide list. Filters cover Search by title or requester, Type, Status, Category, Priority, and Date range, with Clear filters and an Export that downloads requests.csv (columns: Title, Type, Requester, Status, Priority, Submitted). Empty: "No requests found."

Working a request

Open any request and the workbench shows the Operational overview (Assignee, SLA due or "No SLA configured", Pending approval state), the Conversation (public replies and internal notes), Files and documents, and Submitted information. A Copy ID copies the request's identifier.

Decision actions

On an approval the actions are Approve, Approve & send to sign, and Reject. Each opens a dialog:

• Approve request: an optional decision note, plus Attach documents ("Optional - add documents for the employee (e.g. the requested certificate)."). If the type requires a signature, approving warns "This type needs a docshark agreement template in Policies before you can approve" unless one is set; with one set it explains "Employee must sign to finish. Status becomes 'Waiting for signature'." A note guards the balance: "This will leave the balance negative."
• Reject request: a decision note is required here.
• Approve & send for signature: "Confirming sends the agreement to the employee. They must sign before this request is finished."

A request that changed underneath you returns "This request changed. Refresh and try again."; trying to approve your own request returns "Your role cannot approve its own requests. Enable 'Approve own requests' in Roles & Permissions."

Ticket actions

On a ticket the rail offers Start working, Set waiting on member, Resolve, Reopen, Close, and Assign agent (search by name or email; "No agents available. Grant approve_requests to team members first." when empty). Each takes an optional note ("How was this resolved?", "What do you need from the member?", and so on).

The ticket's meta panel shows Assigned to / Not yet assigned, the Status in words ("Open - waiting to be picked up", "In progress - being worked on", "Waiting on member", "Resolved", "Reopened", "Closed"), plus Escalate (to management), Reassign, Unassign, and Set priority (Low, Medium, High, Urgent).

Request documents

A Request documents panel ("Attach documents to this request") lets you attach files for the requester (the requested certificate, a signed form) with a label ("e.g. The requested leave certificate"), up to 5 files and 20 MB each. Each shows "Attached by {name} on {time}" with Download and Remove.

Policies

The Policies tab ("Request types & policies") is where you build what members can ask for. Add request type and Add leave type open a form with the full field set:

• Name, Category (Time & Attendance, Leave, Pay & Compensation, Documents & Certificates, Equipment & IT, Travel & Expenses, HR & Lifecycle, Compliance & Government, Facilities, Other), and Kind (Approval routes to a manager for a yes/no; Ticket goes to a support queue).
• Description, Icon, and Color for how it appears to members.
• Attachment required (members must attach a file), Allow retroactive (requests for past dates).
• Require signature: the employee must sign an agreement after approval. It needs an agreement template ("Pick an agreement template below first. Without one, approve is blocked and nobody gets a document to sign."); the template must have signature fields and exactly one signer.
• Paid and Payroll earning type for leave.
• Routing & service target: the Approval route (Any request approver, Specific approvers in order, or No approval required) and a Response target (business hours) SLA ("Weekends and organization holidays are skipped.").

Leave and balance settings

Leave types carry extra fields: Allow half-day, Allow hourly, Book at least (days in advance), Max days in a row, and the Hours bank block:

• How the balance grows: Yearly front-load (full bank each year), Monthly earn (1/12 each month), Manually granted only, Daily, or Weekly.
• Hours earned per period, Accrual cap (hours), Carry-over cap (hours), Reset type.
• Give members an hours bank and Take hours when approved.
• Negative-balance policy and Hours taken when approved.

Each type's menu offers Edit, Pause (hides it from employees), Activate, and Delete ("Permanently remove '{name}'? Types with existing requests cannot be deleted - pause them instead.").

Balances

The Balances tab tracks every member's hours bank: Member, Type, Hours you got, Hours used, Waiting on approval, What's left, and Carry-over. Two actions manage it:

• Adjust: add or remove hours for a member ("Add or remove hours for a member. This is saved in the audit log.") with a type (Add hours / Remove hours), an amount, and a required reason. Adjustment types include Grant, Correction, Carry-over, Reset, and Forfeit.
• Add earned hours now: runs accrual ("Add any hours members have earned but not received yet?").

Holidays

The Holidays tab ("Holidays & blackout dates") manages two lists:

• Public holidays: Add holiday (name, date, region, Recurring), or Import holiday pack to pull the standard Saudi public holidays (Eid al-Fitr, Eid al-Adha, National Day, Founding Day). The hint explains why they matter: "These holidays pause the SLA clock on every request and ticket - deadlines skip them automatically. Recurring holidays roll over each year."
• Blackout dates: Add blackout (name, start, end, Allow managers to override, Applies to leave types).

Reports

The Reports tab aggregates requests into analytics:

• Team availability: On leave today and Upcoming leave.
• Leave usage heatmap
• SLA & denial rates: Pending approvals, Requests by status, Requests per month, Requests by category, SLA breaches ("overdue SLA deadlines"), and Denial rate ("rejected / total resolved").