Review and fulfil asset requests

Work the queue of asset requests your colleagues submit — approve or reject each one with a recorded reason, talk to the requester in a built-in thread, and mark approved requests fulfilled once you've delivered the asset. Every decision is stamped with who made it and when, so the request keeps a full audit trail.

You work from Requests in the admin console. A request moves through a fixed lifecycle: Pending until you decide, then Approved or Rejected, and an approved request becomes Fulfilled once the asset is in the requester's hands.

:::note Before you begin

• You have an admin role (admin, it-admin, or super-admin).
• Someone has submitted a request. Employees raise requests from their portal — see Submit a request.
• To fulfil a hardware request, the asset usually needs to exist in the register. To add one, see Add a hardware asset. :::

Work the request queue

The Requests list opens newest-first. Four status counters across the top show how many requests sit in each status; select one to filter the list to it.

1. In the sidebar, open Requests.
2. Select a status counter — Pending, Approved, Fulfilled, or Rejected — to narrow the list, or use the Type filter and select Apply.
3. Select a request's Title, or the Review button on its row, to open it.

Use the column picker on the right of the filter bar to show or hide the Department, Item, Reviewed at, and Fulfilled at columns; your choice is remembered in the browser. Select any underlined column header to sort by it.

Filter	Matches
Status counters	Requests in that status (Pending, Approved, Fulfilled, Rejected).
Type	A single request type.
Clear	Removes all filters and returns to the full, newest-first list.

Request types

The Type describes what the requester is asking for. It's set when the request is submitted and shown as a badge in the list and on the detail page.

Type	Use for
Hardware	A new device or piece of equipment.
Software	A license seat or application.
Access	Access to a system or service.
Replacement	A replacement for a lost, broken, or aged asset.
Repair	A fix for an existing asset.
Other	Anything that doesn't fit the above.

Statuses and urgency

A request carries a status and an urgency. Both are colour-coded in the list and on the detail page.

Status	Meaning
Pending	Submitted, awaiting your decision.
Approved	Approved; not yet delivered.
Fulfilled	The asset has been delivered or assigned.
Rejected	Declined, with a recorded reason.

Urgency	Shown as
Critical	Rose badge
High	Orange badge
Medium	Amber badge
Low	Slate badge

Read a request

Open a request to see everything the requester submitted before you decide. The left column carries the detail and the conversation; the right column carries the decision actions, a timeline, and — if enabled — the help-desk sync.

Detail	What it shows
Requester	Name, job title, department, and a mailto link to their email.
Type	The request type.
Urgency	How pressing the requester marked it.
Estimated cost	The cost in euros — the requester's estimate if they gave one, otherwise —. You can set or change it when you approve.
Software requested	The catalog software, for a software request.
Hardware category	The category, for a hardware request.
Specific model	A model the requester named, if any.
Justification	The requester's free-text reason for the request.
Review notes	Your decision note, shown once you approve or reject, attributed to you and dated.

Approve a request

Approving records your decision, optionally captures an expected cost, and notifies the requester. A request can be approved only while it's Pending.

1. Open a Pending request.
2. In the Approve card on the right, fill in the fields below.
3. Select Approve request.

Field	Required	Default	Notes
Estimated cost	No	Existing value	The expected cost. Number, 0 or greater, in euros. Pre-filled if the requester estimated one.
Notes	No	Empty	A note to the requester, e.g. Approved — order via the usual vendor. Max 2000 characters. Saved as the request's review notes.

On save, the status changes to Approved, the decision is stamped with your name and the time, and the page shows Request approved. The requester is notified (in their notification inbox, and by email unless they've turned request emails off), and an asset_request.approved webhook fires if your workspace sends outbound webhooks.

note

Approving doesn't reserve stock, assign a device, or buy anything — it only records the decision. Source the asset through your usual process, then mark the request fulfilled.

Reject a request

Rejecting declines the request and tells the requester why. A reason is required so the requester always learns the rationale. A request can be rejected only while it's Pending.

1. Open a Pending request.
2. In the Reject card, enter a Reason. This field is required.
3. Select Reject.

Field	Required	Default	Notes
Reason	Yes	—	Why the request isn't approved. Sent to the requester verbatim. Max 2000 characters.

On save, the status changes to Rejected, the reason is saved as the review notes and stamped with your name and the time, and the page shows Request rejected. The requester is notified with the reason, and an asset_request.rejected webhook fires.

Mark a request fulfilled

Once an approved request's asset is delivered or assigned, mark it fulfilled to close the loop. The Mark as fulfilled card appears only while the request is Approved.

1. Open an Approved request.
2. In the Mark as fulfilled card, select Mark fulfilled.

The status changes to Fulfilled, the action is stamped with your name and the time, and the page shows Request marked as fulfilled. The requester is notified, and an asset_request.fulfilled webhook fires.

tip

Fulfilment is a manual confirmation, not an automatic link to an asset. If the request was for hardware, assign the device to the requester in the register first, then come back and mark the request fulfilled — that way the register and the request agree.

Reply to the requester

Each request has a built-in conversation thread for back-and-forth with the requester — ask a clarifying question, or explain a decision. The thread is shown below the request detail.

1. Open the request and scroll to the Conversation card.
2. Type your message in the reply box. Max 4000 characters.
3. To keep the message between admins, select Internal note (hidden from requester).
4. Select Post reply.

Reply kind	Who sees it	Side effects
Reply (box unchecked)	The requester and any admin	The requester is notified; the reply is mirrored to the help-desk ticket if SupportCandy is connected.
Internal note (box checked)	Admins only	Shown with an amber Internal note badge; never notifies the requester and never leaves the platform.

warning

An internal note is admin-only context. Leave Internal note unchecked for anything you intend the requester to read — once posted, a reply can't be unsent.

Replies are labelled by author: the requester's messages carry a Requester badge, admins carry an IT badge, and messages that arrived from the help desk carry a SupportCandy badge.

Sync with your help desk

If your workspace has the SupportCandy integration enabled, each request mirrors to a help-desk ticket so your existing IT queue stays in step. A SupportCandy card then appears in the right column of the request, showing the linked ticket number (for example #4821) or Not synced, and when it last synced.

The platform syncs automatically when you approve, reject, fulfil, or post a public reply. If a sync fails — an outbound error or a network blip — use the card to retry by hand:

Button	When it shows	What it does
Retry ticket creation	No ticket exists yet (Not synced)	Creates the help-desk ticket and links it.
Re-sync status	A ticket already exists	Pushes the current status to the linked ticket.

The card's Recent sync activity list shows the last few sync attempts, with failures flagged in red and the failure reason on hover. If a retry fails, the message points you there.

note

The SupportCandy card only appears when the integration is switched on for your workspace. Without it, requests work exactly the same — they just don't mirror to an external help desk.

Verify

• The request's status badge reads Approved, Rejected, or Fulfilled after you act, and the matching status counter on the list updates.
• The Timeline card lists each step — Submitted, the decision (attributed to you), and Fulfilled — each with a timestamp.
• Your review note appears under Review notes on the detail page, attributed and dated.
• The requester sees the outcome on their request in the My portal and is notified.

Troubleshooting

Symptom	What to do
The Approve and Reject cards aren't on the request	They show only while the request is Pending. A request that's already approved, rejected, or fulfilled has no decision cards.
The Mark as fulfilled card isn't there	It shows only while the request is Approved. Approve the request first; rejected and fulfilled requests can't be fulfilled.
Reject won't submit	A reason is required. Enter text in the Reason field, then select Reject.
The requester didn't get notified of your reply	Internal notes never notify the requester. Check whether Internal note was selected; if so, post the message again as a normal reply.
The SupportCandy card is missing	The integration is off for your workspace. See API tokens and webhooks and your integration settings.
A help-desk sync shows red in Recent sync activity	Hover the entry for the failure reason, then select Re-sync status (or Retry ticket creation if no ticket exists yet) to try again.
You can't find a request in the list	Clear the active status counter and the Type filter with Clear. The list defaults to newest-first across all statuses.

Related

Submit a requestHow employees raise the requests you triage here.Read →Assign and recover hardwareHand out the device behind a hardware request before you mark it fulfilled.Read →Assign and revoke licensesGrant the seat behind a software request.Read →API tokens and webhooksReact to approved, rejected, and fulfilled events downstream.Read →