Raising an intake request

Asking for new work to be picked up, and what happens to the request afterwards.

Intake is the front door for work that does not exist yet. Rather than a request arriving as a message that gets lost, it arrives as a record that can be triaged, prioritised and traced back to whoever asked.

Raising one

Go to Intake → New request.
Fill in the form. Some fields are standard; your organization may have added its own.
Submit. The request is logged and appears in the triage queue immediately.

Writing a request that gets picked up

The person triaging is deciding whether this is worth someone's quarter. Help them.

Lead with the outcome you want, not the solution you have in mind. “Finance cannot reconcile refunds” gets further than “we need a refunds dashboard”.
Say who is affected and how often. A weekly annoyance for forty people usually beats a daily annoyance for one.
Say what happens if nothing is done. If the honest answer is “nothing much”, the request will be deferred — and it should be.
Give a date only if the date is real, and say why it is real. Invented urgency is obvious and it costs you credibility on the next request.

What happens next

An admin reviews the queue and moves your request through a small set of states.

New: Logged, not yet looked at.
Under review: Someone is actively assessing it.
Approved: Accepted — it will become real work.
Scheduled: Accepted and slotted into a plan.
Deferred: Worth doing, not now. Deferred is not a no.
Rejected: Not going to happen. You should get a reason.

If you hear nothing

Requests do not expire, and a quiet queue usually means a busy triager rather than a rejection. Nudge rather than resubmit — duplicates make the queue harder to clear, which makes the wait longer for everyone.

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