# Requests

Users categorized as 'company' <mark style="color:green;">make requests directed to 'mss' type users</mark>, following a process defined by 'mss' itself. Once created, the <mark style="color:green;">requests are organized in a paginated list</mark>, prioritized according to established criteria. Additionally, there are filtering and sorting options to facilitate the management of these requests. On the home screen, users <mark style="color:green;">can also view a control panel that displays the current status of the treatment of each request</mark>, allowing for efficient and organized monitoring.

<figure><img src="https://2621223932-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLTQJomzpe5BTzHSLQPAt%2Fuploads%2FjLoxGO33GkYkdSeUWm56%2FScreenshot%202023-12-20%20at%2020.18.50.png?alt=media&#x26;token=c22c0a96-5672-413a-a7d2-2801d1b73e95" alt=""><figcaption><p>Overview Requests Dashboard</p></figcaption></figure>

{% hint style="warning" %}
The prioritization in the list follows a standard: requests with 'NEW' status and the shortest remaining SLA time are shown first, followed by those that had interactions with Mss/Company, and finally, the rest are listed by ID in descending order.
{% endhint %}

A color palette indicates special situations:

* Red: SLA exceeded.
* Yellow: SLA 1 hour about to be exceeded.
* Green: Incident with a new unread interaction.

<figure><img src="https://2621223932-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLTQJomzpe5BTzHSLQPAt%2Fuploads%2F2h8iMU0XVmwTtWjRU7jg%2FScreenshot%202023-12-20%20at%2020.19.38.png?alt=media&#x26;token=7b2fd892-6e10-46ba-b259-ce12e0bb02e8" alt=""><figcaption><p>Request Table Order</p></figcaption></figure>

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#### **Important columns into dashboard include:**

* SLA: The time agreed with the client, which stops counting when the incident is addressed.
* Criticality: Organized from LOW to CRITICAL, according to the parent correlation rule.
* Status: Indicates the stage of resolution, varying from active, pending, under treatment, and closed.
* Rate: The average user feedback, based on various parameters.

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#### Available actions into dashbord:

* Escalate Request: Increases the request's priority in the list, reducing the SLA.
* [<mark style="color:green;">Messages</mark>](https://docs.inopli.com/response/incidents/messages): Allows analysts to follow and participate in the resolution process, sending messages and files, and includes system messages about changes in the request.
* [<mark style="color:green;">Rate</mark>](https://docs.inopli.com/response/incidents/rate): Displays feedback for each analyst involved.

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### Request Details

Presents important information, links, message history, and activities related to the resquest, allowing individual or mass changes in various parameters.

<figure><img src="https://2621223932-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLTQJomzpe5BTzHSLQPAt%2Fuploads%2FeYvPfW0zp0oEzX5u1Ww4%2FScreenshot%202023-12-20%20at%2020.34.40.png?alt=media&#x26;token=5b13b35f-801b-4da3-bd3e-742cbf7397f5" alt="" width="305"><figcaption><p>Request Details</p></figcaption></figure>

{% content-ref url="incidents/messages" %}
[messages](https://docs.inopli.com/response/incidents/messages)
{% endcontent-ref %}

{% content-ref url="incidents/history" %}
[history](https://docs.inopli.com/response/incidents/history)
{% endcontent-ref %}

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