--- title: "Request Management Guide" slug: "request-management-guide" description: "Master NextRequest with this guide on managing requests, editing text, assigning staff, and ensuring proper visibility for public access." updated: 2026-10-07T18:18:58Z published: 2026-10-07T18:18:58Z canonical: "www.civicplus.help/request-management-guide" --- > ## Documentation Index > Fetch the complete documentation index at: https://www.civicplus.help/llms.txt > Use this file to discover all available pages before exploring further. # Request Management Guide This guide walks through the most common actions you will take when working on a request in NextRequest. The following terms are commonly used: - **Requester:** The member of the public who has submitted the request. - **Point of Contact:** The staff member who owns and oversees a request. - **Support Staff**: The staff member (or members) assigned to help the Point of Contact fulfill requests. ## Create a Test Request To test out the various features in NextRequest you will need first to create a test request. It is important when creating a test request to use a different email address than the one associated with your existing NextRequest account. We recommend using a personal email or a second work address if you have one. 1. Click the **Signed In** drop-down and select **Sign Out**:![Profile icon in the top right corner of the page with Sign in selected in the drop-down.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Sign%20Out%20-%20NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 2. Follow the instructions to [submit a public request](/nextrequest/docs/submit-a-request-and-create-a-public-account#h_01H030XP3GFTB79V3X06HECB4B): ![Form for requesting a public record with description and file upload options.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Request-Public-Record-Description-field-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 3. [Sign in to NextRequest](/nextrequest/docs/sign-in-to-nextrequest). 4. [Locate the request](/nextrequest/docs/requests-page-overview#Open): ![Table displaying request statuses, due dates, and requester information for various requests.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/All-Requests-Request-23-17-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Edit or Redact the Text of a Request You can edit or remove text from the request description if the requester includes private information. If you wish to publish the request and don't want this information to be public, you can always remove it from the request description. A record of your edits will be tracked in the request timeline. 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]." 1. [Sign in to NextRequest](/nextrequest/docs/sign-in-to-nextrequest). 2. [Locate the request](/nextrequest/docs/requests-page-overview#Open): ![Table displaying request statuses, due dates, and requester information for various requests.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/All-Requests-Request-23-17-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 3. Click the **Edit Request Text** button (pencil icon): ![User requests pet license information with specific license numbers provided in the message.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Edit-Request-Text-button-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 4. Edit the **Request Text** as needed: ![Request text for pet license information with redacted license numbers included.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Edit-Request-Text-text-field-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 5. Click the **Update Request Text** button: ![Editing request text for pet license information with redacted license numbers.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Update-Request-Text-button-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Assign Staff You can ask other people to assist you with fulfilling a request, and in some cases, you may be asked to help with requests that somebody else is responsible for. In this task, you'll add another user as Support Staff. You'll still be the Point of Contact, but they'll also be on the request and can help as needed. Follow the steps to [Add Support Staff to a Request](/nextrequest/docs/assign-requests#AddStaff): ![A request's 'Staff Assigned' section with its Add Support Staff button highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Add-Support-Staff-button-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Post an External Message You can use external messages to provide information about the request. You can use these messages to do things like give the requester a time or cost estimate or to clarify the scope of the request. When you have supplied all responsive documents that you are able to, you should send a message to the requester explaining what has been done. Follow the instructions to [send an external message](/nextrequest/docs/internal-and-external-request-messaging#External_Message). ![A message window for composing an external message with template options.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14524886543767.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Post an Internal Message You can post an internal message on a request that will only be viewed by other internal users, not the requester (or the public). Only users assigned to the request will receive a notification. Follow the instructions to [post an internal message](/nextrequest/docs/internal-and-external-request-messaging#Internal_Message). ![Internal message interface for notifying staff about cat license requests and templates.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14524931833623.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Add an Internal Note to a Request Notes allow agency users to post status updates or key information for other Staff users on a request. Notes are not directed at any staff and have a different trigger for email notifications, which differentiates them from internal messages. Admin and Department Admins can pin notes to the top of the timeline for easier visibility. Follow the instructions to [add and pin notes](/nextrequest/docs/add-and-pin-notes-on-a-request). ![Interface for creating a new note with formatting options and visibility settings.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14536424552855.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Add Tags [Tags can be set up](/nextrequest/docs/create-and-manage-tags) by administrators of the portal, and they are great for organizing the requests in your portal by different categories like requester type and request status. Once created, tags can be added to a request. 1. [Sign in to NextRequest](/nextrequest/docs/sign-in-to-nextrequest). 2. [Open the request](/nextrequest/docs/requests-page-overview#Open): 3. Locate the request’s Tags section, then click the **Edit Request Tags** button:![Interface showing tag assignment options with its Edit Request Tags button highlighted.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14535783320471.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 4. Select **Tags** from the drop-down:![Dropdown menu displaying various tags for categorizing city-related issues and departments.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14535783328919.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 5. Click the **Save Tags** button:![Interface for changing tags with options to save or cancel changes.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14535792473879.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Upload a Document You can upload documents and release them to a requester, all within NextRequest. The requester can log into the system and download the files or view them within Process Automation and Digital Services. View instructions on how to [Add a Document to a Request](/nextrequest/docs/add-manage-documents#Add). ![Upload section for files with instructions to drag and drop or click to upload.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14036404356887.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Release the Document (Publisher and Up) Once documents are ready to release, you can choose to release them to the requester only or to the entire public. View instructions on how to [change the visibility and release documents](/nextrequest/docs/manage-document-visibility#VisibilityOnRequest). ![Change document visibility settings for a risk report in a user interface.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Release-Document-dialog-fields-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) --- ## Print a Request 1. [Log in to NextRequest](/nextrequest/docs/sign-in-to-nextrequest). 2. [Open the request](/nextrequest/docs/requests-page-overview#Open): 3. Select the **Print request** (printer) icon in the toolbar: ![The Print Request button is highlighted on a request's toolbar.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Print-Request-button-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) 4. View the PDF that opens in a new tab. You can then **print the request** or **download it** to your computer: ![A document viewer interface with its Download and Print buttons highlighted in the toolbar.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/PDF-Viewer-Download-Print-buttons-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) ### Close the Request and Determine the Final Visibility When you are done fulfilling the request, you can close it out and notify the requester. Learn how to [Close a Request](/nextrequest/docs/close-reopen-or-pause-a-request#Close). ![The 'Close Request' button highlighted in a request's toolbar.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Close-Request-button-NR.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) You can see the request visibility in the visibility bar above the request's details. Certain requests may be sensitive enough that you want to restrict access permanently; however, requests that are appropriate for the public can be a resource for future visitors to the NextRequest portal. In some cases, it may prevent a new request from being filed because the visitor finds what they need in a previous request. While you can change the visibility of a request at any time, the most common workflow is to **publish a request after closing it out**. Learn how to [change the request's visibility](/nextrequest/docs/request-visibility#RequestVisibility). ![Request 23-17 is closed, visibility status is published for review.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/14040770003863.png?sv=2026-02-06&spr=https&st=2026-10-28T22%3A46%3A23Z&se=2026-10-28T23%3A46%3A23Z&sr=c&sp=r&sig=clwupcIVNG8BHk5ivBPcwvcPvxkfQLtb%2FmUYR5MQ3k4%3D) Administrator. A person who manages a computer network or system. Portable Document Format.