Help requests
A lightweight help desk — raise, route by category, claim, resolve, with response and resolution targets.
Rufineous Emmanuel
Last Update a day ago
Requests are Maliru's built-in help desk — someone needs something, it gets routed to whoever can action it, and its discussion is a private thread. Find them under Communications → Requests.
Raising one
Raise request asks "What we you need?", a Detail (which starts the discussion thread), a Category, and an optional link to a record. Anyone can raise a request. Each one becomes a thread with you and the people who handle that category.
If there are no categories yet: managers see "Add a request category first"; others see "ask an admin to add one."
Categories and targets
Under Categories (managers with the Manage help desk permission), each category has a route permission (who handles it) and two SLA targets: First response (min) and Resolution (hours). These drive due dates and the overdue chase.
The lifecycle
A request moves Open → In progress → Resolved → Confirmed:
- Take ownership — a handler claims it; status goes to In progress and the first-response clock stops.
- Resolve — with a resolution note; the raiser is notified.
- Confirm resolution — only the raiser confirms it's actually sorted, closing it out.
- Reopen — only the raiser, if it wasn't really fixed.
Staying on top
Each request shows Due or Overdue, and the analytics tiles track Open, Overdue, average first response and average resolution. Breaches are chased automatically — "This request has not received a first response" / "…is past its resolution target." — and a resolved request auto-confirms after 5 days if the raiser doesn't.
Who sees what
Managers (or owners) see every request; everyone else sees only the requests they raised. To join a request thread you're not in, claim it first.
Tip: set realistic category targets — they're what turn "we'll get to it" into a measurable first-response and resolution time, and what triggers the automatic chase when something slips.