---
title: "How to make a Support Request from the Control Panel?"
canonical: "https://onesaitplatform.refined.site/space/DOCT/2220819930/How%20to%20make%20a%20Support%20Request%20from%20the%20Control%20Panel%3F"
format: markdown
---
This new feature allows users to send support requests or role change requests within OneSait Platform. Also, it allows an Administrator user to handle those requests.

To create a request an user should go to Support Request option, inside the drop-down menu linked to user name (*User data*).

![image](media://e564cbd1-a55b-40db-bbbc-f45d76c528e2)

Once inside, user must specify which type of request wants to send: Notification or Role change.

![image](media://4e0811e5-a6b5-4b58-8f85-8bfa9023b4a9)

If a user chooses to create a Notification, a short descriptive text will be included. For example, user can send a support request to point that a bug has been found in a module, as shown below. To conclude, user will click in Submit button to send it to administration support email.

![image](media://7c4a84cf-ea87-4039-a466-b96b2ee9a505)

If a user chooses to request a role change, in addition to the descriptive text, user will include the new role. In this case, user request a role change to ROLE_DATASCIENTIST. 

![image](media://f2eec076-3947-42a3-afb3-1982461ae6e4)

After a request is sent, user will be notified via email. User can also receive mails from administrator to ask for more information about the request. 

On the other hand, administrator can visualize every request by clicking in **Notifications** icon, located in top right corner.

![image](media://175c1aee-6cec-4727-b0ce-812cbd63865c)

At this page, every request will be printed out alongside some data about it.

![image](media://beffa661-22c2-4aac-bb82-b0be09a56431)

This information includes username of the creator (USER), notification type (TYPE), its state (STATUS, it can be SENT, when it has not been read, READ, when it has been read, or PROCESS, when it has been processed), create and update dates (CREATED AT and UPDATED AT, this one is hidden by default, but it can be shown by clicking in drop-down menu *columns*) and OPTIONS, which shows enable options for the request. These options can be:

- **View it,** which allows administrator to read the complete request. Every request has enabled this option.
- **Process,** which allows administrator to send a mail to the user to ask for more information or to confirm that the notification has been processed, sending a mail to the user. Enabled only when STATUS is READ and TYPE is notification.
- ** Approve** or **refuse**, which allow administrator to make a decision about a role change, sending also a mail to the user. Enabled only when STATUS is READ and TYPE is role change.
- **Delete**, which deletes the request.

In this example, we can visualize information about 2 types of notifications by clicking in *View it. *Now both notifications have changed their state to READ.

> Macro (inline-media-image)

> Macro (inline-media-image)



Provided that first request bug has been solved, a mail answering the user will be sent if we click in *Submit* button. In case administrator also wants to process the request, we must click in *Submit and process* button *(Submit* option will only sent a mail but will not process the request, for example to ask for further information. To continue receiving feedback from the user, an external way of communication must be provided, like an email address).

![image](media://ca602723-e470-4a1e-8a3c-21ab8c8d854f)

If administrator considers that role change is not appropriate, it can be refused by clicking *Refuse. *User would receive an email informing that his role change has been denied and request status would change to PROCESS. Otherwise, if administrator chooses to accept role change, it can be approved by clicking *Approve*. Rest of the process remains the same as in the case of refusing it.

![image](media://dd2204df-99e9-46cc-94d9-ac4fd1c4d7ba)

Finally, both requests are shown with **PROCESS** status. Administrator can now choose to view or delete them.

![image](media://29485b8e-b732-4291-994a-eaea7ade2386)