Requestor Support

On this page you will find selected functionalities, improvements, and changes that we plan to incorporate in future versions of the Requestor application. The release dates and the included functionalities are indicative and may change over time. Requestor 6.0 Beta Planned release date: Q2 2025 Creation of Custom Request Types Completed In addition to the standard request and incident types, you can define custom request types to better reflect what the requests are about. REQ-007840 ✨Top voted! Custom Statuses and Workflow Completed The ability to create a custom workflow that can also include optional statuses. Custom workflows can completely replace predefined workflows. REQ-014430 WhatsApp and SMS Integration Completed Development of new integrations that enable receiving and sending short text messages (SMS) and WhatsApp messages. These messages can be part of the communication within a request. REQ-007176, REQ-014259 Native Dark Mode In testing Implementing dark mode will allow users to choose between light and dark modes. The setting will not affect other users. REQ-007511 Requestor AI In development A comprehensive integration of artificial intelligence (AI) that will offer request summarization, automatic tagging, a writing assistant, suggested responses, sentiment analysis, translation of knowledge base articles, request translation, or suggestions for prepared responses and articles. REQ-008485 ✨Top voted! Requestor 6.1 Planned release date: Q3 2025 RequestorBot In development RequestorBot is powered by generative artificial intelligence (AI). These features utilize extensive language models (LLM) developed by third-party providers (Open AI), which are integrated with Requestor. REQ-014600 ✨Top voted! Facebook Messenger IntegrationIn development Implementation of integration with Facebook Messenger. REQ-014759 Request Bin Planned The ability to move requests to the trash instead of permanently deleting them. Requests in the trash can be restored. REQ-014244 Microsoft Teams Integration In design Microsoft Teams integration enabling notifications and control of request statuses, including responses, directly from Teams. NFN-011597 ✨Top voted! Requestor 6.2 Planned release date: Q4 2025 Extension of the Reporting Module to Include Contractual Hour Counts Planned Allow defining a contractual number of hours, which will then be reflected in the monthly activity reporting, thereby facilitating the calculation of hours that are, for example, included in a contract and should be billed additionally. ✨Top voted! Slack Integration Planned Slack integration enabling notifications and control of request statuses, including responses, directly from Slack. NFN-013877 Functionalities We Are Considering Functionalities that we would like to implement, or that we are currently considering or have not yet scheduled for development. If any of the functionalities listed below is important to you, please let us know; we will try to take it into account in our planning. GitHub Integration Considering Integration with GitHub that would enable linking and synchronizing requests and statuses, including creating them directly from the Requestor application.

Enhancements Expanded available chat data through the API (REQ-007855) When composing a new email, the "From" field is no longer auto-filled when multiple outgoing mailboxes exist (REQ-007372) Notification for a request created from a forwarded email is now sent to the original sender (REQ-014598) Added the option to use a modified email subject in email communications (REQ-014472) Fixes Fixed the SyncRequestorUsers API method to properly handle saving identical phone numbers in different formats (REQ-014615) Corrected an issue where a chat guest’s waiting order wouldn’t display if the order description text was missing (INC-014564) Fixed synchronization of businessPhones for user accounts from Microsoft Entra ID (REQ-014593)

Improvements Accelerated and enhanced user searching when changing requesters, creating a new request, sending emails, and in invitations (INC-014396). Added source icons in the request overview (REQ-014460). Improved HTML code transformation of incoming emails from older email client editors (REQ-014463). Extended search functionality to include tags (REQ-014488). LDAP configuration now includes the option to remove a role from all users who are no longer synchronized (REQ-013974). Fixes Fixed an issue that could cause two service forms to be saved for a single ticket (INC-014017). Fixed the form used for creating automated tasks (REQ-014404). Request detail export to PDF: fixed missing images, corrected distortion of large images, and reduced excessive line spacing in text (REQ-014357). Fixed an issue when adding a comment from a switched tab that originally did not complete validation (INC-014483). Fixed adding comments to the Basic Request (INC-014481). Fixed a possible error when deleting a portal, category, product, priority, or company array (INC-014476). Fixed access to Knowledge module content via the API for End Users or Advanced Users (REQ-014467). Fixed the default calendar in new RQ instances (INC-014504). Fixed saving access settings for Operational Approval (INC-014519).

Improvements Received automatic replies no longer start the SLA timer and will not be labeled as "Requester responded" (REQ-014315). Fixes Fixed the change of the "New/Responded" tag when responding via the mobile RQ app or API (INC-014276). Fixed automatic archiving of tickets (INC-014397). Fixed the deletion of priority values used in templates for new tickets (REQ-014376). Fixed saving multilingual names for categories and ticket sources when a name in any language contained a "comma" character (INC-014392).

System modifications Compared to the previous version 5.9.4, the precompilation configuration has been modified. Therefore, when updating from this specific version, in addition to the standard deletion of the bin directory, it is also necessary to delete the Views and Areas directories. New Features New Documents module (REQ-008602) and the ability to attach files from the Documents module to a ticket (REQ-014000). Improvements Notification for concurrent editing of an article in the Knowledge module. (REQ-014286) Added search by group name in the View Management (REQ-008292). Improved article insertion window from Knowledge base in the ticket detail (REQ-008602). Assigning a user to a company via the API now allows transferring existing tickets to the company. (REQ-014343) Automation: Added new events: Ticket message created, Ticket message updated, and Ticket message deleted. If one of these events is selected, conditions for Ticket message type and author are available. (REQ-014312). When creating prepared responses, it is now possible to use a table suggestion in the editor. (REQ-014367) Fixes It was not possible to select a service in the SLA settings (if there was only one service) (REQ-014319). Fixed minor bugs in WhatsApp integration (REQ-014318).