Note: Legacy requests targeted for deprecation with the June 2020 release.
Requests allow organizations to manage work intake or demand by creating a single entry point for work requests, and automating the process of evaluating and approving them. The outcome of a request is the creation or updating one or more entities, which can be PPM Pro projects, issues, or tasks. After it is created, an entity can then be managed by PPM Pro. You can also associate existing entities with a request.
Requests are characterized by their category, which is a set of information that is set up by your PPM Pro administrator. Each request category can have a different evaluation process, which is automated by the system. The evaluation process for a request is typically comprised of gates, or milestones along the evaluation route for gathering additional information and approvals. Note that the request process is not required to use gates - for example, you could define your process as simply moving a request from one status to another. Based on how the administrator sets up the request category, the system can route requests to the person or group of people that owns/approves each gate; gate owners/approvers then edit, approve or reject the requests. Requests can optionally generate a new task, issue, or project in the system that can then be managed using PPM Pro.
You access your requests from Home/Requests or the top-level Requests tab. Remember that you must have some kind of request permission in order to see either request list. For example, if you have Request > Create permission, then you will be able see the top-level nav, create requests, and see any request that you have created, can see, or can score. Similarly, if you have request View permission (either global or for a specific category), then you will see the top-level nav, and either all requests (global) or requests of a specific category. If you don't have any request permission, then you won't see the top-nav Request icon/label or Home/Requests.
The top-level Requests tab lists all requests the current user has permission to view - including requests created by others if the Requests > View permission is granted globally or for specific categories. Use the out-of-the-box filters to display specific lists of requests awaiting your approval, waiting to be scored, or created by you.
Home/Requests lists the requests that the current user created, can approve, or can score. Use the out-of-the-box filters to display specific lists of requests awaiting the current user's approval, waiting to be scored, or created by the current user.
See Working with the Requests List page and/or Working with the Card View for more information. See Request Statuses for definitions of each request status.
Requests can be scored provided the request category is configured for scoring. For more information, see Scoring Requests.
Tracking Request Activities
You can easily trace the journey of a request and track all the users who acted on the request (approved, rejected, put on hold, to name a few) by using the Activity Log. The Activity Log record each action, and includes the date and time and the user who performed the action. See Viewing Request Activities.
To help your organization ensure that requests are created and processed by the appropriate personnel, certain users can be granted permission to view, edit, and generally manage requests. For example, perhaps some users can view, create, edit requests, while other users can submit, approve, and reject requests. Note the concept of implicit vs explicit permissions: creators/requesters/approvers all have implicit rights (permission not granted by a profile). Any permission granted with a permission profile is an explicit permission. See Setting Up Permissions for Requests.
Reporting on Requests
See Request Reporting.