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Request Management

Service intake and request tracking before conversion to formal cases. Requests bridge the gap between CRM (Pipelinq) and case management (Procest).

Specs​

  • openspec/specs/request-management/spec.md

Features​

Request CRUD (MVP)​

Full create, read, update, and delete for request records. Requests represent service inquiries or intake items linked to clients.

  • Request list view with search, sort, and filter
  • Request detail view with client link and status information
  • Fields: title, description, status, priority, assignedTo, client, dueDate
  • Client linking with navigation

Request Status Lifecycle (MVP)​

Requests follow a defined status flow: new → in_progress → completed / rejected / converted. Status changes are tracked for audit purposes.

Request Priority (MVP)​

Four-level priority system (low, normal, high, urgent) for triage and workload management.

Request Assignment (MVP)​

Requests can be assigned to users. Assigned requests appear in the user's My Work view sorted by priority and due date.

Request on Pipeline (MVP)​

Requests can optionally be placed on a pipeline board alongside leads for visual workflow management in the kanban view.

Request Validation Rules (MVP)​

  • Title is required
  • Status must be one of the allowed values
  • Priority must be one of the allowed values

Error Handling (MVP)​

  • Structured error feedback with retry actions in list view
  • Error toasts on save/delete failures
  • Orphaned client reference handling ([Deleted client] placeholder)

Planned (V1)​

  • Request channel tracking (phone, email, web, counter)
  • Request category/product classification
  • Request-to-case conversion (bridge to Procest)

Request Queue Assignment (Enterprise)​

Requests can be assigned to work queues for structured workload distribution. Queue assignment is optional and independent of pipeline placement.

  • Queue field on request entity (UUID reference)
  • Queue name displayed in request list view as column
  • Queue link and "Change queue" dropdown in request detail view
  • Routing suggestion panel shown when request is queued with a category

Planned (Enterprise)​

  • SLA tracking (response/resolution time)
  • Configurable pipeline stages