Basic Request Management

Note: Some of these actions are only available to Admin and Publishers. Check the note in each section to see who can take that action.

This document covers everything you need to know about managing a request in NextRequest. Click on any of the links in the list to jump to that section:

For information about how to assign requests to staff click here.

For information about managing documents and links that are added to requests click here.

 

 

How to submit a request on behalf of a requester

Sometimes a requester will submit their request over the phone or online, rather than directly through the NextRequest portal. In these cases, staff can enter the request into NextRequest on the requester’s behalf.

 

Steps for submitting a request on behalf of a requester

  1. Sign in to NextRequest
  2. Click the Make Request button
  3. Enter a description of the request
  4. Choose a department (optional)
  5. Enter the requester’s email address and any other personal information provided
    • If the requester does not provide an email address, check the checkbox “No email address available”
  6. Enter the date the request was received
  7. Select the format in which the request was received
  8. Select what visibility the request should have (for information on the different visibility options for a request click here)
  9. Click the MAKE REQUEST button. If you entered an email address for the requester they will receive an email notification that the request was submitted.

 

 

How to edit or redact the text of a request

Note: Only Publisher and Admin users can change the text of a request.

Some requests may include personally identifiable information, vulgar, racist, or otherwise obscene or private information that agencies may not want to publish. Admin users have the ability to edit request text in order to redact this information. We recommend leaving a note as to what was redacted and why. An example of redacted request language: "I wanted to request the following records... My social security number is [social security number redacted] and my address is [address redacted]."

 

Steps for editing the text of a request

  1. Sign in to your account.
  2. Navigate to the request you want to redact.
  3. Click the Edit icon () next to the request text.
  4. Edit the request text and replace with [redacted for X reason].
  5. Click the Update Request button.

 

 

How to change the requester for a request

Note: Only Publisher and Admin users can change the requester.

Steps for changing the requester for a request

  1. Sign in to your account
  2. Navigate to the request
  3. Click the Edit icon () next to the email address of the requester

 If the requester has a registered email…

  1. Click the Change Requester dropdown and select the correct email.
  2. Click the Change Requester button.

 If the requester does not have a registered email…

  1. Click the Create requester account link
  2. Fill the required user information to create a new guest account
  3. Click the Create User button
  4. Repeat steps 2 to 5 selecting the new guest email in the Change Requester dropdown

 

 

How to change the due date for a request

Note: Only Publisher and Admin users can change a request's due date

Changing the due date is an option that should not be used very often.  However, human error is unavoidable. Changing the due date is a last resort option that must be used responsibly.  Make sure to check the laws in your area before changing the due date.

 

Steps for changing the due date for a request

  1. Sign in to your account
  2. Navigate to the request you want to change the due date of
  3. Click the Edit icon () next to the request due date
  4. Enter the new due date and a reason for changing the due date
    • WARNING: Changing the due date may have legal consequences. Be sure to check the laws in your area before changing the due date
  5. Click the CHANGE DUE DATE button

  

 

How to pause and unpause a request

Note: Only admins and publishers can pause and unpause a request

Sometimes you may need additional information from a requester or a payment before processing their request. When this happens you can pause a request so that staff will not receive overdue or due soon notifications while they are waiting for the requester to take an action. The request will automatically be unpaused if the requester updates the request with a new message, uploads a document, or pays an invoice. Pausing a request will not change the due date, it only stops the related notifications. For information about how to change the due date of a request click here

Requesters can not see that their request has been paused.

 

 

Steps for pausing a request

  1. Sign in to your account and go to the request that you want to pause
  2. Click the Pause button () in the upper right
  3. (Optional) Add a comment explaining why you are pausing the request
  4. Click the Pause Request button

 

Steps for unpausing a request

  1. Sign in to your account and go to the request you want to unpause
  2. Click the Unpause button () in the upper right

 

 

How to add tags to a request

Steps for adding tags to a request

  1. Sign in to your account
  2. Navigate to the request you want to add tags to
  3. Click the Edit icon () next to Tags in the request information section
  4. Click the box then select the tags you want from the drop-down menu. To remove a tag click the x next to it in the box
  5. Click the SAVE TAGS button

 

 

How to close a request

Note: Only admins and publishers can close a request.

A request can be closed out once the responsive documents have been released, or if the requested information is either unavailable or cannot be released. A closure reason must be provided to close the request. For information about how to add or update closure reasons click here.

 

Steps for closing a request:

  1. Sign in to your account
  2. Navigate to the request you want to close
  3. Click the Close Request icon () above the message box
  4. Select the appropriate closure response. You can select multiple closure responses as well as edit the default response text
    • Note: The closure response will be visible to everybody who has access to the request. If the request is made public then the closure response text will be visible to the public.
  5. Click the CLOSE REQUEST button

 

 

How to reopen a request

Note: Only admins and publishers can reopen a request.

Although most actions can be taken after a request has been closed, there may be instances where you need to reopen a request. A record of reopening the request will be made in the request's timeline and the requester will be notified.

 

Steps for reopening a request

  1. Sign in to your account
  2. Navigate to the request you want to reopen
  3. Click the Reopen Request icon ()
  4. Click the CONFIRM REOPEN button

 

 

How to change the visibility of a request

Note: Only admins and publishers can change the visibility of a request.

Admin and publishers can set the set the visibility of an individual request, overriding whatever the default organization and department visibility settings are. For more information about visibility settings click here.

 

Steps for changing the visibility of a request

  1. Sign in to your account
  2. Navigate to the request you want to set the visibility for
  3. Click the Change button in the visibility bar at the top of the page
  4. Select the new visibility setting in the window that appears
  5. Click the SET VISIBILITY button 
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