[{"data":1,"prerenderedAt":625},["ShallowReactive",2],{"guide:en:admin/help-request":3},{"id":4,"title":5,"body":6,"description":617,"extension":618,"meta":619,"navigation":620,"path":621,"seo":622,"stem":623,"__hash__":624},"guide_en/en/user/admin/help-request.md","Help Requests",{"type":7,"value":8,"toc":596},"minimark",[9,13,22,30,35,75,78,82,94,99,167,170,175,182,184,188,195,209,212,214,218,229,231,235,289,295,297,301,312,316,349,353,356,376,380,383,420,427,431,441,504,508,518,522,525,543,547,550,552,556],[10,11,5],"h1",{"id":12},"help-requests",[14,15,16,17,21],"p",{},"Help Requests are Aptli's built-in issue and support tracking system. Any user can raise a help request directly from a record's detail page — the request is ",[18,19,20],"strong",{},"automatically attached to that record",", so there's never any ambiguity about what it's about. Admins manage the queue from the Admin panel.",[14,23,24],{},[25,26],"img",{"src":27,"alt":28,"style":29},"/guide/admin/help-request/help-request.png","Help Request Panel","max-width:64%;height:auto;margin:0 0 1rem 0;",[31,32,34],"h2",{"id":33},"who-uses-help-requests","Who Uses Help Requests",[36,37,38,51],"table",{},[39,40,41],"thead",{},[42,43,44,48],"tr",{},[45,46,47],"th",{},"Role",[45,49,50],{},"What they do",[52,53,54,65],"tbody",{},[42,55,56,62],{},[57,58,59],"td",{},[18,60,61],{},"Any user",[57,63,64],{},"Opens the help panel from a record's detail page to submit a request about that record",[42,66,67,72],{},[57,68,69],{},[18,70,71],{},"Admin",[57,73,74],{},"Reviews the queue, updates status, and resolves requests",[76,77],"hr",{},[31,79,81],{"id":80},"submitting-a-help-request-from-any-record","Submitting a Help Request (from any record)",[14,83,84,85,89,90,93],{},"Every record's detail page (",[86,87,88],"code",{},"/[entity]/[id]",") has an ",[18,91,92],{},"Ask for help"," button in the header — look for the badge-help icon. This includes projects, reports, tasks, work orders, validations, sites, resources, and stock items.",[14,95,96],{},[18,97,98],{},"Steps:",[100,101,102,106,112,115,162],"ol",{},[103,104,105],"li",{},"Open any record's detail page (e.g. a task, work order, or user profile)",[103,107,108,109,111],{},"Click ",[18,110,92],{}," in the page header",[103,113,114],{},"A right-side slideover opens — the record is already attached as the target (shown as a read-only chip in the About field)",[103,116,117,118],{},"Fill in the fields:\n",[119,120,121,132,138,144,150,156],"ul",{},[103,122,123,126,127,131],{},[18,124,125],{},"Title"," ",[128,129,130],"em",{},"(required)"," — a short, clear description of the problem",[103,133,134,137],{},[18,135,136],{},"Description"," — steps to reproduce or additional context",[103,139,140,143],{},[18,141,142],{},"Target Role"," — which team should handle this (searchable dropdown; optional — leave blank for any admin)",[103,145,146,149],{},[18,147,148],{},"Urgency"," — Low / Medium / High / Critical",[103,151,152,155],{},[18,153,154],{},"Attachments"," — optional photos or files",[103,157,158,161],{},[18,159,160],{},"Notify target role"," — optional checkbox to immediately email the target role",[103,163,108,164],{},[18,165,166],{},"Submit",[14,168,169],{},"The context URL is captured silently so admins can jump straight back to the page you were on.",[171,172,174],"h3",{"id":173},"no-overlay-keep-working-while-you-write","No Overlay — Keep Working While You Write",[14,176,177,178,181],{},"The help panel opens as a right-side slideover ",[18,179,180],{},"without"," a modal overlay, so you can still scroll, read, and copy text from the record behind while writing your description. Close the panel and your edits to the record are untouched.",[76,183],{},[31,185,187],{"id":186},"related-help-requests-badge","Related Help Requests Badge",[14,189,190,191,194],{},"Every record that accepts help requests shows an ",[18,192,193],{},"aggregate help request badge"," next to the Ask for help button. The badge summarises open requests against that specific record at a glance.",[119,196,197,203],{},[103,198,199,202],{},[18,200,201],{},"Grey / zero"," — no related requests",[103,204,205,208],{},[18,206,207],{},"Coloured / count"," — one or more requests; hover for a status breakdown",[14,210,211],{},"Clicking the badge jumps to the filtered list view, scoped to that record.",[76,213],{},[31,215,217],{"id":216},"share-a-record-in-a-request","Share a Record in a Request",[14,219,220,221,224,225,228],{},"Each detail page also has a ",[18,222,223],{},"Share"," button that copies a shortlink (e.g. ",[86,226,227],{},"/help/:id",") to the clipboard. Paste it anywhere — Slack, email, or the description of another help request — and it resolves back to the exact record for whoever opens it.",[76,230],{},[31,232,234],{"id":233},"urgency-levels","Urgency Levels",[36,236,237,247],{},[39,238,239],{},[42,240,241,244],{},[45,242,243],{},"Level",[45,245,246],{},"When to use",[52,248,249,259,269,279],{},[42,250,251,256],{},[57,252,253],{},[18,254,255],{},"Low",[57,257,258],{},"Nice-to-have, no time pressure",[42,260,261,266],{},[57,262,263],{},[18,264,265],{},"Medium",[57,267,268],{},"Affects workflow but has a workaround",[42,270,271,276],{},[57,272,273],{},[18,274,275],{},"High",[57,277,278],{},"Blocking productive work",[42,280,281,286],{},[57,282,283],{},[18,284,285],{},"Critical",[57,287,288],{},"Causing data loss or system unavailability",[290,291,292],"blockquote",{},[14,293,294],{},"Legacy requests stored as numeric urgencies are automatically mapped to the new labels on read — no migration needed.",[76,296],{},[31,298,300],{"id":299},"admin-managing-the-queue","Admin: Managing the Queue",[14,302,303,304,307,308,311],{},"Navigate to ",[18,305,306],{},"Admin → Help Requests"," (",[86,309,310],{},"/admin/help-requests",") to view all submitted requests.",[171,313,315],{"id":314},"filtering","Filtering",[119,317,318,325,335,342],{},[103,319,320,321,324],{},"Use the ",[18,322,323],{},"filter bar"," at the top to search by title or description",[103,326,320,327,330,331,334],{},[18,328,329],{},"status filter"," — defaults to ",[18,332,333],{},"Open"," so admins see actionable work first. Other options: Committed, Deferred, Failed, Resolved",[103,336,337,338,341],{},"Toggle ",[18,339,340],{},"Show Deleted"," in the top-right to view archived requests",[103,343,344,345,348],{},"Use ",[18,346,347],{},"My requests"," (link at the top of the panel) to see only requests you personally submitted",[171,350,352],{"id":351},"viewing-a-request","Viewing a Request",[14,354,355],{},"Click the expand arrow on any row to open the full request detail, including:",[119,357,358,361,364,367,370,373],{},[103,359,360],{},"Requestor email and submission date",[103,362,363],{},"Attached record (the target — rendered as a link)",[103,365,366],{},"Context URL (the page the user was on when submitting)",[103,368,369],{},"Description and attachments",[103,371,372],{},"Assigned target role",[103,374,375],{},"Current status and urgency",[171,377,379],{"id":378},"updating-a-request","Updating a Request",[14,381,382],{},"Inside the expanded view, admins can:",[119,384,385,392,398,405],{},[103,386,387,388,391],{},"Change the ",[18,389,390],{},"status"," (see lifecycle below)",[103,393,394,395],{},"Reassign the ",[18,396,397],{},"target role",[103,399,400,401,404],{},"Adjust ",[18,402,403],{},"urgency"," if the initial assessment was off",[103,406,407,408,411,412,415,416,419],{},"Record a ",[18,409,410],{},"resolution note",", ",[18,413,414],{},"resolved by",", and ",[18,417,418],{},"resolved at"," (auto-filled when you mark Resolved)",[14,421,422,423,426],{},"Save changes using the ",[18,424,425],{},"Submit Changes"," button (cloud-upload icon, top right). Changes take effect immediately.",[171,428,430],{"id":429},"request-lifecycle","Request Lifecycle",[432,433,438],"pre",{"className":434,"code":436,"language":437},[435],"language-text","open → committed (work started)\n     → deferred  (acknowledged, not yet scheduled)\n     → failed    (could not be resolved)\n     → resolved  (complete — captures resolvedAt/resolvedBy/resolutionNote)\n","text",[86,439,436],{"__ignoreMap":440},"",[36,442,443,453],{},[39,444,445],{},[42,446,447,450],{},[45,448,449],{},"Status",[45,451,452],{},"Meaning",[52,454,455,464,474,484,494],{},[42,456,457,461],{},[57,458,459],{},[18,460,333],{},[57,462,463],{},"Newly submitted, not yet reviewed",[42,465,466,471],{},[57,467,468],{},[18,469,470],{},"Committed",[57,472,473],{},"Admin has accepted and begun work",[42,475,476,481],{},[57,477,478],{},[18,479,480],{},"Deferred",[57,482,483],{},"Logged but not currently actionable",[42,485,486,491],{},[57,487,488],{},[18,489,490],{},"Failed",[57,492,493],{},"Resolution was attempted but unsuccessful",[42,495,496,501],{},[57,497,498],{},[18,499,500],{},"Resolved",[57,502,503],{},"Complete — resolution note, resolved-by, and resolved-at are captured",[171,505,507],{"id":506},"resolving-a-request","Resolving a Request",[14,509,108,510,513,514,517],{},[18,511,512],{},"Resolve"," in the expanded view to open the Resolve modal. Enter a resolution note summarising what was done, then confirm — the request moves to ",[86,515,516],{},"resolved",", stamped with your user and timestamp. The requestor sees the resolution note when they revisit the request.",[171,519,521],{"id":520},"bulk-actions","Bulk Actions",[14,523,524],{},"Select multiple rows using the checkboxes to:",[119,526,527,537],{},[103,528,529,532,533,536],{},[18,530,531],{},"Bulk delete"," or ",[18,534,535],{},"bulk restore"," requests",[103,538,539,542],{},[18,540,541],{},"Bulk update"," shared properties using the settings (gear) button in the floating toolbar",[171,544,546],{"id":545},"security-requestor-is-server-enforced","Security — Requestor is Server-Enforced",[14,548,549],{},"The requestor on a help request is forced from the session on the server. A user cannot spoof another user's requestor on submit. Admin edits don't change the original requestor.",[76,551],{},[31,553,555],{"id":554},"tips","Tips",[119,557,558,564,570,576,582,587],{},[103,559,560,563],{},[18,561,562],{},"Open the panel from the actual record"," — the attached target means the admin never has to ask \"what record is this about?\"",[103,565,566,569],{},[18,567,568],{},"Be specific in the title."," \"Map won't load on site S-42\" is more actionable than \"Map problem.\"",[103,571,572,575],{},[18,573,574],{},"Use Target Role"," when you know which team handles this type of issue — it helps admins triage faster",[103,577,578,581],{},[18,579,580],{},"Critical requests"," should also be communicated directly (phone, message) — the in-app queue is not a real-time alert system",[103,583,584,586],{},[18,585,160],{}," is useful for urgent issues where you want the admin team paged immediately",[103,588,589,590,592,593,595],{},"Resolved requests stay in the system — filter by ",[18,591,500],{}," (or ",[18,594,340],{},") to review historical resolutions",{"title":440,"searchDepth":597,"depth":597,"links":598},2,[599,600,604,605,606,607,616],{"id":33,"depth":597,"text":34},{"id":80,"depth":597,"text":81,"children":601},[602],{"id":173,"depth":603,"text":174},3,{"id":186,"depth":597,"text":187},{"id":216,"depth":597,"text":217},{"id":233,"depth":597,"text":234},{"id":299,"depth":597,"text":300,"children":608},[609,610,611,612,613,614,615],{"id":314,"depth":603,"text":315},{"id":351,"depth":603,"text":352},{"id":378,"depth":603,"text":379},{"id":429,"depth":603,"text":430},{"id":506,"depth":603,"text":507},{"id":520,"depth":603,"text":521},{"id":545,"depth":603,"text":546},{"id":554,"depth":597,"text":555},"Record-scoped in-app help request system. Raise a request from any detail page, see related-request badges on every record, and manage the queue from the Admin panel.","md",{},true,"/en/user/admin/help-request",{"title":5,"description":617},"en/user/admin/help-request","TQlDfoKiOUMzUqrXP1CAQEoF3O3xxgCLP08CE3goj6Y",1776295548994]