On request services

Accessing the list

1. Sign in as a System administrator.
2. Open CUSTOMERS → Applications.
3. Select the On request services tab.

Page layout

Which applications you see

All on-request service applications on the platform, across every customer organization and service.

Filters

Sorting

Default sort is Date created, newest first.

Sortable columns: Application ID, Customer account, Status, Service, Created by, Submitted by, Submitted at, Date created.

Professionals column

Shows invited professionals with response status icons, or the single confirmed professional when one has been assigned. Hover icons for response meaning (not answered, accepted, rejected).

Application lifecycle

Customer admins and applicants complete DRAFT and submit. As System administrator, you take over from NEW until the application is STOPPED, REJECTED, or fully ACCEPTED.

stateDiagram-v2
    [*] --> DRAFT: Customer or applicant
    DRAFT --> NEW: Submitted

    NEW --> PROCESSING: You change status
    PROCESSING --> ACCEPTED: You approve
    PROCESSING --> REJECTED: You reject
    PROCESSING --> STOPPED: You halt review
    NEW --> REJECTED: You reject
    NEW --> STOPPED: You halt review
    ACCEPTED --> STOPPED: You halt delivery

    note right of NEW
        You review the submission
        Edit application details
        Move status to PROCESSING
    end note

    note right of PROCESSING
        You invite professionals
        Confirm accepted professional
        Schedule delivery in calendar
        Set ACCEPTED or REJECTED
    end note

    note right of ACCEPTED
        You can still Edit
        Customer may Add attendees
    end note

Row actions

Edit an application

1. Open Applications → On request services.
2. Choose Edit from the row Actions menu (⋮) on any application whose status is not STOPPED, or open View and click EDIT in the footer.

The page title is Edit application. The layout uses tabs, not the customer apply wizard.

Status

Selecting a new value in the dropdown opens a confirmation dialog. The dropdown is disabled while you have unsaved changes on Application details, Time, or More information — save or cancel those changes first. Changing status to ACCEPTED is blocked if the start or end date is before today (so calendar events and billing are not created for a past time frame) — update the Time tab first. An application that starts today can be accepted.

Unsaved changes

Most tabs save with their own UPDATE button. While a tab has unsaved edits, you cannot switch to another tab or change application status.

Tabs and editable fields

CANCEL on each tab returns to the applications list without saving that tab.

Suggested professionals

The dialog shows the application’s spoken language, subject, and subject area (with codes where available) above the lists.

Three tables list active professionals. Beside each table title, an info icon shows a tooltip that explains how that match type works:

Use Language only when you may still want to invite a professional who speaks the requested language, even if their competence does not match.

Per row you can Invite (disabled when a professional is already confirmed), see an Invited chip when they already have an invitation, or open Matched events when shareable events exist. Empty tables show None of the professionals match the criteria.

Matched events

On Suggested professionals, Matched events appears under a fully matched, partially matched, or language-only professional when all of the following are true:

• The application you are editing has Allow sharing event to decrease the cost enabled, and has a time range and weekday lesson times.
• Another accepted application has the same spoken language and subject, the same subject area (or both have no subject area), also has sharing enabled, and already has calendar events for that professional.
• Those events fall inside the date range requested on the current application, on a weekday that has requested lesson times.

The button opens a dialog that replaces Suggested professionals. It shows the professional’s name, the application’s spoken language, subject, and subject area (with codes where available), and two tables:

Each row shows date, day of week, start time, and end time in the time zone selected on this application (shown in the dialog). That time zone may differ from yours or the customer’s, so read dates and times as application-local, not as your current local time. Events on the calendar are shown in your current time zone. Events at the same date and time are listed once. Cancel returns to Suggested professionals. Clicking outside the dialog does not close it.

View application

Open View from the row Actions menu (⋮). The page title is Application: [Application ID].

The detail page is read-only. Sections appear top to bottom, separated by horizontal dividers.

Page header

Customer account details

Customer admin details

Service

Options

Subject and objectives

Time

The following billing fields appear in the Time section for Customer admin (own applications), System admin, and Service admin:

When a billing account is selected, an estimated cost warning appears below the time section.

Applicants, Mentors, and Professionals do not see billing on this page.

Attendees

Shows Total attendees when the list is not empty.

When no attendees were added, the page shows No attendee added.

Uploaded documents

Shows Total documents when files exist.

When no files were uploaded, the page shows No uploaded documents.

More information

Free-text additional information from the application wizard, or No additional information provided when empty.

Also shows whether Allow sharing event to decrease the cost is checked. When checked, permission is given to combine the event with attendees from other applications that share the same topic and language. After an event ends, if other sharing-enabled applications have a fully matched calendar event (exact same day and time) with the same professional, the withdrawal for that event is divided by the number of applications in that group. Partially matched events (same day, different time) do not reduce the price. You can change this decision on the More information tab when editing the application.

Log notes

Separate card below the main detail (Log notes heading). Shows status-change history and notes marked visible to the customer. The card appears only when matching notes were returned for your role.

Custom application notes

Separate card below the main detail (Notes heading). Threaded notes between administrators, the owning customer administrator, and invited or confirmed professionals. The panel is always shown for your role; displays No notes have been added when empty.

Footer actions

Related documentation

• Applications overview
• Follow ups — platform-wide follow-up threads