Request an asset

Ask IT for a new laptop, software access, a replacement, or a repair without leaving OnTrackio. You fill in one form, IT reviews it, and you follow every step — approval, fulfilment, or a question back to you — from the same page.

Requests live in the My portal under Requests, scoped to you: you see and act on your own requests, never anyone else's.

:::note Before you begin

• You're signed in to your workspace. Any user can raise a request — no special role is needed. See Logging in.
• For Software access or Access / permission, the software you want is in your workspace's approved catalog. If it isn't listed, name it in the title instead. :::

Open the request form

1. In the My portal sidebar, open the Requests section and select New request.
2. Alternatively, from your dashboard or the My requests list, select New request.

tip

When you have no hardware or software assigned yet, your dashboard shows Request hardware and Request software shortcuts. Both open the same form, where you pick the request type yourself.

Fill in the request

The form has two parts: What do you need? on the left and Priority & cost on the right. Start by picking a request type — it decides which fields appear.

1. Under Request type, select one of the six tiles. This is required.
2. Enter a Title that names what you want, for example New MacBook Pro for design work.
3. Fill in the type-specific fields that appear (see the tables below).
4. Write a Justification — what you'll use it for, and which project, customer, or role it supports.
5. Set the Urgency and, if you know it, an Estimated cost.
6. Select Submit request. To leave without saving, select Cancel; nothing is created.

On success you land on your My requests list with the confirmation Request submitted. You will be notified when reviewed., and the new request shows the Pending status.

Request types

The type you pick sets what the request is for and which extra fields the form shows.

Type	Use for	Extra fields shown
New hardware	A device you don't have yet	Hardware category, Specific model
Software access	A seat or license for an app	Software
Access / permission	Access to a system or permission	Software
Replacement	Swapping a device that's failing or outdated	Hardware category, Specific model
Repair	Fixing a device you already hold	Hardware category
Other	Anything that doesn't fit the above	—

Fields

Field	Required	Default	Notes
Request type	Yes	New hardware	One of the six tiles above. Sets which fields below appear.
Title	Yes	—	Short summary of what you need. Max 191 characters.
Hardware category	No	Choose a category	Shown for New hardware, Replacement, and Repair. Pick from your workspace's categories.
Specific model	No	—	Shown for New hardware and Replacement. Free text, max 191 characters, for example MacBook Pro 16" M3 Max, 64GB / 2TB.
Software	No	Choose software from the catalog	Shown for Software access and Access / permission. Lists only approved catalog entries. Not listed? Name it in the title and describe it in the justification.
Justification	Yes	—	What you'll use it for and which project, customer, or role it supports. Max 4000 characters. A detailed justification speeds approval.
Urgency	Yes	Medium	One of the urgency levels.
Estimated cost (€)	No	—	A number, 0 or greater, if you know it.

tip

Detailed justification helps approval go faster. Name the project, customer, or role the request supports rather than just "need it for work."

Urgency levels

Urgency tells IT how soon you need the item and sets the priority on the request.

Level	Meaning
Low	Anytime in the next month
Medium	Within 2 weeks
High	Within a few days
Critical	Blocking work now

What happens after you submit

Submitting a request notifies IT right away and starts it through review. You don't need to email anyone or follow up by hand.

Step	What happens
You submit	IT is notified in-app (and in Slack or Teams if your workspace connects one). The request is set to Pending.
Help-desk sync	If your workspace links a help desk, a matching ticket is opened there and kept in step with the request.
IT reviews	An admin approves or rejects it. You're notified, and any note they leave appears on the request.
IT fulfils	Once the item is handed over, the request is marked Fulfilled.

You're notified at each step, and the request's page always shows the current state.

Request statuses

A request moves through these statuses. The list and detail pages colour-code each one.

Status	Meaning
Pending	Submitted, awaiting IT review.
Approved	IT approved it; fulfilment is next.
Fulfilled	The item has been provided.
Rejected	IT declined it. The reason appears on the request.
Cancelled	You withdrew it before fulfilment.

Track and update a request

Open any request from My requests to see its full record: the details you submitted, IT's response, a status timeline, and a conversation thread.

• The Status timeline on the right shows when the request was submitted, reviewed, and fulfilled, plus who acted at each step.
• If IT left a note, it appears as IT response, or as Reason for rejection when the request was rejected.

Add information or ask a question

To add context after submitting — or to answer a question from IT — use the Conversation thread on the request's page.

1. Open the request from My requests.
2. In the Conversation card, type your message in the reply box.
3. Select Post reply.

Your reply posts to the thread, IT is notified, and the page confirms Reply posted. If your workspace links a help desk, the reply is mirrored to the matching ticket too.

note

You see only messages meant for you. Notes IT marks as internal stay hidden from the conversation.

Cancel a request

To withdraw a request you no longer need, cancel it from its page.

1. Open the request from My requests.
2. In the No longer need this? card, select Cancel request, then confirm.

The status changes to Cancelled and the page shows Request cancelled.

warning

You can cancel only while a request is Pending or Approved. Once it's Fulfilled or already Rejected, the cancel option doesn't appear. Cancelling can't be undone — raise a new request if you change your mind.

Verify

• The new request appears at the top of My requests with the Pending status.
• Its detail page shows the title, type, urgency, justification, and any type-specific fields you filled in.
• After IT acts, the Status timeline gains a step and the status badge updates.

Troubleshooting

Symptom	What to do
The software you need isn't in the Software list	The list shows only approved catalog entries. Name the software in the Title and describe it in the Justification; IT takes it from there.
The Hardware category or Software field is missing	Those fields appear only for the matching request type. Pick New hardware, Replacement, or Repair to show the category; Software access or Access / permission to show software.
The form returns with Please fix:	A required field is empty or too long. Check Request type, Title, Justification, and Urgency, then resubmit. The page lists each problem at the top.
You can't find the Cancel request button	Cancelling is available only while the request is Pending or Approved. Fulfilled and rejected requests can't be cancelled.
You didn't get an update	Check your notification settings. Updates also always show on the request's page.

Related

The My portalWhere requests sit alongside your hardware, software, and account.Read →Review and fulfil requestsHow IT approves, rejects, and fulfils what you submit.Read →NotificationsControl how you hear about updates to your requests.Read →Logging inGet into your workspace to raise a request.Read →