# Requests

{% hint style="info" %}
A **request** is a powerful tool to track a customer's needs and the providers who can meet those needs. Usually a **partner** will manage the request process on behalf of a customer; but in some cases customers may make their own requests.
{% endhint %}

A customer makes a **request** through their partner in order to have a qualified provider perform the services they are requesting. A **request** can be as simple as wanting a single provider just once (e.g., "Follow-up appointment next Monday") or as complicated as a multi-date and time event requiring multiple providers (e.g., "Physics 101 Fall Semester 2022").

## Creating a request

You can create a new request by selecting the "Create" drop down in the upper right-hand corner of the site. This will open a create request template. On the right side of the page you can find a checklist or requirements needed before you can submit your request. After you have customized the request and added all the required information it can be submitted.

![](https://1289211425-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FSDEsicvUEa7h3PVCLlQC%2Fuploads%2F4k6llP5DjejOIk7dqgbX%2Fimage.png?alt=media\&token=fefdf8d8-4a1e-464f-accc-838ae1e8e74f)

### Basic request information

To begin creating a request the following information is needed:

* **Location**: for on-site requests the full address is required; for remote requests only the city and state of origin
* **Title**: name of the event (e.g., "Physical Therapy Appt", "Staff meeting", etc)
* **Topic**: a topic is used by our system to help find the most qualified provider(s) for the request
* **Summary**: short summary is shared with considered providers to help identify the most qualified one
* **Private summary** (*optional*): short summary that *only* providers assigned to the request can read; this can be used to share sensitive information with only the those people who need it
* **Check-in instructions** (*optional*): what the provider must go through to check-in when the request is underway (e.g., if they need to report to a particular person or location or fill out any specific paperwork)

After this information has been submitted you will created a *draft* request. There will still be a few more pieces of information required (varies depending on partner and customer). The checklist on the upper right will guide you.

### Adding dates/times and providers

A **request** is made up one or more *schedules* and each *schedule* has one or more *services*. A *schedule* defines the start and end time for this part of the request as well as the location. Each schedule's services specify the types or provider and modality (as well as tracking the agreements that will impact billing).

While many requests only have a single date and time, the Octoo platform supports recurring requests (as well as requests with nonsensical scheduling) and requests that require different types of providers and modalities (on-site vs remote).

#### Basic example for a single date/time and provider

Let's examine a basic request for the "50th Birthday Party" as an example. This request will take place on a single date and time and needs two interpreters. In our application, the hierarchy of this request would look like this:

* `[REQ#1]` "50th B-Day Party"
  * `[SCHED#1]` Monday, December 5th from 5p to 8p @ Betty's house
    * `[SVC#1]` Two hearing language interpreters (on-site)

#### More complex example

Now let's look at "Phsyics 101 w/lab". This request is a recurring request with two classes every week plus one lab (which is at a different time and location!). Also, the request needs not only two interpreters but also a CART provider (but only for the classes). The two hearing interpreters will be in-person but the CART provider will be remote.

In our application, this would be represented like:

* `[REQ#1]` "Phsyics 101 w/Lab"
  * `[SCHED#1]` Monday, December 5th from 2p to 5p @ Bldg B RM 301
    * `[SVC#1]` Two sign language interpreters (on-site)
    * `[SVC#2]` One CART provider (remote)
  * `[SCHED#2]` Wednesday, December 7th from 8p to 12p @ ACME Labs RM 888
    * `[SVC#3]` Two sign language interpreters (on-site)
  * `[SCHED#3]` Monday, December 9th from 2p to 5p @ Bldg B RM 301
    * `[SVC#4]` Two sign language interpreters (on-site)
    * `[SVC#5]` One CART provider (remote)

### Additional required details

In addition to the *schedule* and *service* details a **request** also can to specify additional details:

* **Consumer(s)** (*required*): one or more consumers who will be using the service providers (if it's a public event that's fine, just list the consumer as "General public")
* **On-site contact(s)** (*required*): this is the person the provider should contact *during* the particular schedule; sometimes it's the same as the person making the request but it doesn't have to be
* **Qualifications** (optional): applying a *qualification* impacts the order in which providers are considered (with those meeting the qualifications considered first); if a *qualification* is marked as **required** then only those providers possessing that qualification will be considered
* **Lists**: a *list* is a collection of providers and can be applied to a request in four different ways (see the [section on lists](https://docs.octoo.com/customers/settings#lists) for more details)

## Submitting a request

Once all the required attributes of the request are present and the rest of the settings are satisfactory the request can be submitted.

When a request is submitted, the **Requested At** timestamp is set to the current time. This timestamp is used to calculate short notice policies and provider acknowledgement deadlines. Admins can also manually set this timestamp to an earlier time when entering requests that were received via email or phone.

{% hint style="info" %}
See [Requested At Timestamp](https://docs.octoo.com/general/requests/requested-timestamp) for details on how this timestamp affects policy calculations and acknowledgement deadlines.
{% endhint %}

![](https://1289211425-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FSDEsicvUEa7h3PVCLlQC%2Fuploads%2F8WzzbG6xfJkg7ECvUI2d%2Fimage.png?alt=media\&token=086215be-c8cc-4121-9ff9-434e3c093756)