Close, Reopen, or Pause a Request

This article walks through how to change the status of a request. 

Pause a Request

Sometimes, you can't move forward on a request until you hear back from the requester. You can pause the request while you wait for information from the requester.

Important Notes

• Pausing the request will only pause the notifications from a request. It will not pause the due date or halt anything else on the request. The request will automatically be unpaused if the requester updates the request with a new message, uploads a document, or pays an invoice.
• Requesters can not see that their request has been paused.

1. Sign in to your account
2. Navigate to the All Requests tab at the top of the screen
   
   
3. Select the request you want to pause
   
   
4. Click the pause icon in the top right corner of the request
   
   
5. (Optional) Write any Comments you'd like to post to the timeline about why you're pausing the request
   
   
6. Click the Pause Request button
   
   
   Note: The request will automatically be resumed when the requester takes action.

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Unpause a Request

1. Navigate to the paused request
   
2. Select the Resume request (play) icon in the top right corner of the request
   

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Close a Request

You can close requests once responsive documents are released. Requests can also be closed if the requested information is either unavailable or cannot be released. You must provide a reason for closure to close the request. Learn more about creating closure responses. 

1. Sign in to your account
2. Navigate to the All Requests tab at the top of the screen
   
   
3. Select the request you want to close
   
4. Click the Close Request icon in the toolbar
   
5. Select the appropriate response from the Closure Templates drop-down. You can select multiple closure responses as well as edit the default text.
   
6. (Optional) Edit the Request Visibility if needed
   
   
   • Staff: Only assigned staff members can view the request.
   • Published: Visible to the public.
     
   • Department: Only the assigned department(s) can view the request.
     
   • Restricted: Only assigned staff and the requester can view the request.
7. Click the Close Request button
   

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Reopen a Request

There may be instances where you need to reopen a request. Once a request is closed, the due date is no longer editable and you can no longer redact documents on the request. A record of reopening the request will be made in the request's timeline and the requester will be notified.

1. Sign in to your account
2. Navigate to the All Requests tab at the top of the screen
   
   
3. Select the request you want to reopen
   
4. Click the Reopen Request (folder) icon in the toolbar
   
5. Click the Reopen Request button on the pop-up that says "You are about to reopen this request. Do you want to continue?"
   
   
6. If needed you may want to edit the Due Date of the request by clicking on the pencil icon next to the due date
   
   
   Note: Changing the due date may have legal consequences. Be sure to check the laws in your area before changing the due date

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Supporting Articles

• Closure Responses
• Manage Document Visibility