Requests

The Requests area is where you ask for cellular service changes — a new line, a device upgrade, a replacement for a lost or broken device, a plan or feature change, or technical support. Every request is tracked from the moment you submit it until the work is done.

The five request types

Request	Use it to…
New line of service	Get a new phone number and device for someone.
Upgrade	Replace the device on an existing line that's eligible for an upgrade.
Device replacement	Replace a device that was lost, stolen, or broken — outside the normal upgrade cycle.
Service change	Change the plan on a line, or add and remove features.
Technical support	Ask for help with anything else.

See Submitting a Request for what each form asks for.

What happens after you submit

Depending on your organization's rules, a request either needs approval first or goes straight through:

1. You submit the request.
2. Approval (if required) — the right approver gets an email and approves or denies it. If it isn't actioned within 7 days, the approval expires and can be sent again.
3. In process — once approved (or if no approval was needed), the request is sent to the DecisionPoint service team as a ticket and the work begins. Your request shows a ticket number you can reference.
4. Completed — the work is finished.

A request can also be denied (an approver declined it) or cancelled (see Tracking Your Requests).

Request statuses

You'll see these statuses as a request moves along:

Status	Meaning
Pending approval	Waiting for an approver to approve or deny it.
Approved	Approved and about to be sent to the service team.
Denied	An approver declined the request.
Approval expired	The approval wasn't actioned within 7 days. It can be re-sent.
In process	Sent to the service team as a ticket; the work is underway.
Completed	The work is finished.
Cancelled	The request was cancelled before it became a ticket.

Not sure which type fits?

If the change you need doesn't match any of the first four types, submit a technical support request and describe what you need. Technical support requests don't need approval — they go straight to the service team.

In this section

• Submitting a Request — the forms and the options on every request.
• Requesting on Behalf of Others — (delegates & managers) submit for someone else.
• Tracking Your Requests — check status, add notes, cancel, or resend an approval.
• Approving Requests — (managers) the "awaiting my approval" queue.
• Approving by Email — (managers) approve or deny straight from the email.
• All Requests — (administrators) the organization-wide view.