# Service requests (https://docs.akollo.com/en/trust/service-requests)



The request portal is where employees ask for help and follow their requests. Open it under **My work → Portal**.

<Screenshot src="/screens/en/service-portal.webp" alt="Request portal with the catalogue grouped by category, a search box and the My requests tab" caption="The request portal: browse the catalogue by category or search it." />

## Opening a request [#opening-a-request]

The **Catalogue** lists the services you can request, by name and category, with a search box. Some catalogue items are offered only to certain departments or roles; items you are not eligible for do not appear.

<Steps>
  <Step>
    ### Open the portal [#open-the-portal]

    Choose **My work → Portal**. The **Catalogue** tab opens.
  </Step>

  <Step>
    ### Find the service [#find-the-service]

    Browse the categories or type in **Search the catalogue**, then open an item to see its request form.
  </Step>

  <Step>
    ### Fill in the form [#fill-in-the-form]

    Fill in the fields. Required fields are marked.
  </Step>

  <Step>
    ### Submit [#submit]

    Select **Submit request**.
  </Step>
</Steps>

<Callout type="info" title="Note">
  An item without a published form cannot be requested yet, and the page says so.
</Callout>

### Where your request goes [#where-your-request-goes]

A submitted request goes to the queue it matches. If that queue has an assignment rule, the request is assigned to an agent straight away.

<Mermaid
  title="What happens after you submit a request"
  chart="`flowchart LR
A[You submit a request] --> B[Matching queue]
B --> C{Assignment rule?}
C -->|Yes| D[Assigned to an agent at once]
C -->|No| E[Waits in the queue]`"
/>

## Following your requests [#following-your-requests]

**My requests** lists the requests you opened with their subject, reference and status. A request’s page shows its status and description, and lets you:

* add comments;
* attach files;
* once it is resolved, rate the help you received and add a note.

| Status      | Meaning                                  |
| ----------- | ---------------------------------------- |
| New         | The request has been submitted           |
| In progress | Someone is working on it                 |
| Waiting     | The request is on hold                   |
| Resolved    | The help has been given; you can rate it |
| Closed      | The request is finished                  |

<Mermaid
  title="Request status lifecycle"
  chart="`stateDiagram-v2
direction LR
[*] --> New
New --> InProgress
New --> Waiting
New --> Resolved
InProgress --> Waiting
InProgress --> Resolved
InProgress --> Closed
Waiting --> InProgress
Waiting --> Resolved
Resolved --> InProgress
Resolved --> Closed
Closed --> [*]
InProgress : In progress`"
/>

<Callout type="idea" title="Tip">
  Only the person who opened a request can rate it, and each request can be rated once.
</Callout>

A support session can look at the portal but cannot submit, comment or attach anything.

## Business calendars [#business-calendars]

Administrators who configure the service desk can define business calendars through the API. A calendar holds:

* a time zone;
* weekly working hours;
* the end time of half days;
* a list of holidays.

When the HR module is in use, the holidays of an organisational unit are taken from its HR holiday calendar and combined with the calendar’s own days. Each change is published as a new version that starts now or later; published versions never change. Calendars are not yet used to measure response times.

## Not yet available [#not-yet-available]

The service desk side (queues, assignment, triage and escalation for the teams that handle requests) has no pages yet.

## FAQ [#faq]

<Accordions type="single">
  <Accordion title="Why can’t I find a service my colleague requested?">
    Some catalogue items are offered only to certain departments or roles. Items you are not eligible for do not appear in your catalogue.
  </Accordion>

  <Accordion title="Why can’t I submit a request for an item?">
    The item has no published form yet. Until a form is published, the item cannot be requested, and the page says so.
  </Accordion>

  <Accordion title="Can I add information after I submitted a request?">
    Yes. Open the request under **My requests** to add comments and attach files.
  </Accordion>

  <Accordion title="When can I rate the help I received?">
    Once the request is resolved. Only the person who opened the request can rate it, and you can add a note.
  </Accordion>

  <Accordion title="Do business calendars affect response times?">
    Not yet. Calendars can be defined through the API, but they are not yet used to measure response times.
  </Accordion>
</Accordions>