The request management process in HR refers to the structured workflow and procedures followed to handle various types of requests made by employees within an organization. This process ensures that requests are received, reviewed, processed, and resolved in an organized and efficient manner. Here is a typical request management process in HR:
Request Submission: Employees submit their requests through a designated channel, such as an online portal, email, or a specific HR software system.
Request Recording: HR personnel or the automated system records the details of the request, including the type of request, the requester's information, and any accompanying documents or information.
Validation and Verification: HR reviews the request to ensure it meets all necessary criteria and is accompanied by any required supporting documents or information.
Communication with Employee: HR may need to communicate with the employee to gather additional information, clarify details, or provide updates on the status of the request.
Approval or Denial: Based on the evaluation, HR makes a decision to either approve or deny the request. If approved, the necessary action is taken.
Documentation and Record-keeping: The details of the request, decision, and any related communication are documented and stored for future reference.
Notification to Employee: HR communicates the decision to the employee, providing any relevant information or next steps.
Closure and Reporting: The request is marked as completed, and HR generates reports for tracking, analysis, and compliance purposes.
Step 1 - To configure requests, go to the Request Desk Module and select the Configure Request Types section.
Regional administrators can view and manage requests only for the locations assigned to their region.
To quickly create a new request form, click the 'Copy' icon on an existing template. The system will duplicate all settings except for the Request Type Name, Primary Request Owner, and Secondary Request Owner, which you must define for the new form.
Step 2 - To add a new Request Type, click the "Add Request Type" button.
Step 3 - Upon clicking, a pop-up window will appear. Fill in all the required details and click on the Save button.
Use the table below as a reference to fill the above fields.
| Field Name | Purpose |
| Template | Select the template Ex: General Request, Hiring Requisition, Employee Management. |
| Request Type Name | The name of the request type you want to create. |
| Locations | Specifying the locations where the request type is applicable. |
| Who can submit | Indicating the individuals or roles eligible to submit this particular request type. Ex: Default Ess, Default Supervisor.. etc. |
| Primary Request Owner | The intended receiver of the request. |
| Approver(s) Required | If the request type needs to be approved by a supervisor or any other employee before the request passes to the final receiver. |
Step 4 - Once saved, the system will open a detailed configuration window where you can adjust most settings for the request type.
When setting up a request type, if approval is required and employees are allowed to submit requests enabled, the system will decide who approves the request based on the employee’s Head of Department (HOD) and/or Supervisor, as long as they are selected as approvers.
If a Default Approver is used, this setup will not change, and the default approver will continue to receive the request as usual.
Use the following table as a guide to complete the fields above.
| Field Name | Purpose |
| Request Type Name | Enter the name of the request type. |
| Template | The template name is automatically captured when selecting the template from the pop-up window. |
| Approver Required | This option is also enabled when selecting the "Approver's Required" from the pop-up window. |
| Level of Approval | Select the level of approvers Ex: 1 Level 2 Levels, .... 5 Levels. |
| Primary Request Owner | The intended receiver of the request. |
| Secondary Request Owner | The secondary request owner if the primary owner is not available. |
| Status | This feature will help to organize the system by inactivating unused request forms and keeping only the used request forms active. |
Default Approver Type
| Based on the levels we need to select the system will show the default approvers we have to select.
|
| Instructions | Provide the necessary instructions with full details. |
| Who can Submit | select the user role |
| Locations | Select the locations |
| Allow Submit for employees | Allow the selected user roles to submit forms on behalf of employees by selecting their names. When this option is enabled, a new field for entering the employee's name will appear when the user selects the form to proceed with submission. |
| Instructions | Write the instructions to fill the form you can use WYSIWYG |
| Level 1 Default Approver Type | Select from the dropdown |
How To Customize The Request Forms By Adding Custom Fields
If it becomes necessary to gather extra information for a comprehensive request form during the configuration process, the system allows the HR admin to add custom fields to the forms. On the top navigation bar, select "Custom Fields".
Step 1 - Click the "+" button.
Once clicked, the "Add Custom Field" screen will appear.
Step 2 - Use the table below as a reference to fill out the above form. Complete all the required fields and click Save.
| Field Name | Description |
| Field Name | Enter a clear name for your new field (e.g., "Urgency Level", "Ticket Priority") |
| Type | Click the dropdown and select the type of data this field will capture.
|
| Custom Field Section* | Click the dropdown and select which section of the request form this field should appear in. |
| Required | Check this box if the field must be filled out before the request can be submitted. |
| Conditional Field | Check this box if you want this field's visibility to depend on the answer to a previous field. |
Step 3 - If you want to arrange the fields within the forms, you can use these arrow keys.
You can add the Custom Fields based on the request form that the user is configuring in the system.
Once the request type is saved. Admins can enable the Job field in the custom field section to show in the request form and add or edit custom fields to the form.
The Request Type is added. Supervisors or employees can use the request type and submit their request.
How To Customize Instructions to a Request Form by Adding Custom Field Sections
Users can enhance request forms by adding instructions to various sections. This helps request owners or admins provide important information or include helpful links, thus improving clarity and efficiency. On the top navigation bar, select "Custom Field Sections".
Step 1 - Start by accessing the Request Type configuration screen. Click on the Custom Field Sections tab.
Step 2 - To add the Custom Field Sections, click the "+" button.
Upon clicking, the Add Custom Field Section will appear.
Step 3 - Use the following table as a guide to complete the fields above. Once completed, Click on the "Save" button.
| Field Name | Description |
| Custom Field Section* | Enter a clear, descriptive name for this new section |
| Display Current Value | When checked, it allows users to see the existing or previously saved value of a custom field when they are viewing or editing the request |
| Instructions | Add optional guidance or context for users filling out fields in this section. |
| Manage Access | Set read and update permissions for different user roles regarding fields in this section.
|
Step 4 - To edit the Custom Field Sections, click the "Edit" button. Fill out the above information and click on the "Save" button.
Step 5 - Go to the custom field tab and then click the + button to add the fields. Upon creating the new field names, select the section from the dropdown.
Once the form is configured with the required custom fields and the custom section upon submitting the requests, the users will see the form below.