Employee requests

Employees ask HR for things from the employee app: a salary certificate, a change to their contact details, a payroll question, an equipment problem, a grievance. Each request lands on the Requests desk in the queue of the team that handles it, with a reference such as REQ-000123 and a due date. You can also raise a request for someone who asked in person.

Work the Requests desk

Go to Requests. The switch at the top shows Mine, Not taken, Open, Overdue, Waiting and Resolved, each with a count, and you can search by name, type or REQ number. Pick a request to see who asked, what they wrote, any linked records and the Conversation.

The due date is the company's end of day plus the type's Days to resolve. The menu badge counts what waits on you: your own requests, and new ones nobody has taken in your queues.

Take, assign and reply

1. Choose Take it to own a request. Or choose Assign in the menu and pick who to Give it to: a member of the request's queue who can handle requests. They are told.
2. Choose Reply. In Who sees it, choose Reply to the employee or Internal note, write the Message and add an Attachment if needed.
3. To ask the employee something, turn on Wait for the employee's answer. The due date pauses until they answer, and the waiting time is added to it.
4. Choose Submit.

Internal notes, and files added to them, are never shown to the employee.

Resolve, link or reopen a request

1. Choose Resolve and pick the Outcome: Done, Declined or Duplicate.
2. Write a Message to the employee. It is required when you decline.
3. For a letter, attach it under Letter or file to send. ValiCrew does not write the letter for you.
4. Choose Submit.

For a type that needs approval, Resolve stays switched off until the request is approved in Approvals under Requests, and the desk says Approve it in Approvals first. See Approvals.

For a contact change, someone with people.manage chooses Apply the change and Confirm: the new details replace the ones on the employee's record, and the request is resolved as done. To turn a contact change down, use Resolve in the menu.

Link a record connects the request to one of the employee's own records: a Document, a Leave request or a Journey. Reopen brings a resolved request back with a Reason. Employees can reopen it themselves within the Reopen window for requests set in Group policies (7 days unless you change it); after that it closes on its own.

Raise a request for someone

1. On Requests, choose New request.
2. Pick the Employee and the Request type, then answer the type's questions.
3. Add Details and an Attachment if needed, and choose Submit.

Set up request types and queues

Go to Setup › Lists & catalogs and choose Request queues or Request types.

A queue is a team that handles requests, such as HR, Payroll or IT and equipment. Add its Members: people who can handle requests. Members see and work their queue's requests.

A request type sets:

• its Queue and Days to resolve;
• its Attachment: No attachment, Attachment optional or Attachment required;
• Needs approval, for letters such as a salary certificate: someone who can approve requests says yes before it is done;
• Restricted, for grievances: only queue members who may see restricted requests see it, or anyone who may see them while the queue has no members;
• Offered in the employee app; a type that is not shows as Desk only;
• up to twelve Questions to ask, each a Short text, Long text, Date, Number or Choice, in English and Arabic.

A type cannot be both restricted and need approval. A new workspace starts with HR, Payroll and IT queues with no members, five letter types that need approval, a payroll question, an equipment or IT issue, a restricted grievance type and the contact-change type. Types and queues are never deleted: choose Stop using or Use again. Move a queue's types elsewhere before you stop using it.