Requests

The Requests page lists service requests for your broker account. It includes requests from manual actions, public forms, and the API. Request IDs use the REQ-000000 format. The newest requests appear first until you select a different sort order.

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Request Approval Actions

Approval starts work for the selected request. Service lifecycle requests have these results: Email records have these results: Denying a request does not start its service work. The panel changes the status to Denied. It saves the required denial reason. Request Details shows that reason.

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Open The Requests Queue

1. Open the Main Navigation section in the sidebar.
2. Select Requests.

The Service Requests table shows 10 results on each page. Each row shows Date, ID, Type, Client Email, Status, and Actions. Select a column heading to open its sort menu. Select Asc or Desc. You can sort by date, ID, type, client email, or status.

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Search And Filter Requests

The search field matches client email, client name, or the formatted request ID. Combine it with the Status, Type, and Source (Manual, Form, API) filters to narrow the queue. A form filter also appears when your broker account has forms; use it to show requests from one form. A filter change returns the table to the first results page.

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Understand Request Statuses

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Review Request Details

1. Find the request in Service Requests.
2. Select View.

The Request Details sheet shows the request type and submission date. Request Overview shows the request ID, status, and source. The sheet can also show source details:

• View Form for a form submission.
• API Key for an API request with saved key details.
• Requested By when the panel has an actor label.

The sheet can also show processing details:

• Approved Date or Denied Date for a processed request.
• Processed By when that value is available.
• Denial Reason for a denied request.

Client Information shows the client name and email. It can also show a phone number and a link to the related service. Request Details shows the current plan and requested plan when they apply. Additional Information shows notes and public custom form answers when they are available.

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Approve A Request

The panel processes the selected request after confirmation. The approval dialog states that the client will be notified.

1. Open Request Details for the correct request.
2. Review the client and request information.
3. Select Approve Request.
4. Check the request ID in Approve Request.
5. Select Approve Request to confirm.

The confirmation control shows Processing… while the panel handles the action. A successful New Service request opens the related service page. Other successful requests close the sheet and refresh the queue.

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Deny A Request

A denial reason is required. The panel records the reason with the request. It does not email the denial reason to the client.

1. Open Request Details for the correct request.
2. Select Deny Request.
3. Enter the reason in Denial Reason.
4. Review the reason.
5. Select Deny Request to confirm.

The panel closes the sheet after a successful denial. The request then shows Denied.

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Status And Error Behavior

An approval can submit asynchronous setup or service work. The request status can update before all generated work completes. Check the related service for its current service status. If setup has a retryable problem, the panel shows Request sent for NYCS review and moves the request to NYCS Review. A general approval error keeps the confirmation dialog open; try again shortly. A failed welcome email retry keeps the request pending for review. A denial error shows Failed to deny request with the returned error and keeps the request available; review the message before you retry.

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Permissions

Signed-in broker Admin and Staff users can view requests for their broker account. Both roles can approve or deny an eligible pending request. The panel removes approval and denial actions after a request is processed. It also removes these actions during NYCS Review.