Manage requests
After a request is submitted, request assignees ensure that it's quickly completed. Request assignees can update attributes like request type, team, assignee, followers, and tags. They can also view and update the open tasks assigned to the approvers.
Request assignees and admins can escalate tasks within a request to the task assignee's manager. Requesters can also escalate tasks within their access requests if you've enabled the Allow requesters to escalate tasks toggle on the Settings page.
When you escalate a task, the original task assignee as well as their manager are assigned to the task and either one of them can take an action. If the original assignee's manager has a delegate assigned, the delegate user is assigned to the task instead. After one of the assignee's have taken an action, the task is considered as complete and the other assignee can't take an action on it. A task can only be escalated once. It can be escalated only if has one assignee.
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For requests that are managed by conditions, request assignees are always super admins and access requests admins.
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For requests that are managed by a request type, request assignees are always members of the Access Requests team that owns the request type.
When a governance delegate is assigned for the user, Okta doesn't assign the user or the delegate as a request assignee for the request. For request types, if the team that owns a request type only has one member who has a delegate assigned, Okta leaves the request associated with request type unassigned.
To understand how requests managed by conditions are different from the ones managed by request types, see Considerations.
Manage requests from the Access Requests console
Request assignees can manage requests using the following steps:
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Go to the Access Requests console.
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Select Inbox and go to the Open tab to view requests.
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Select a request and review the request details, such as requester information, request types, followers, and more.
If a user submitted a request for someone else, the request creator is listed in the Requested By field and the person for whom they requested the access for is displayed as Requester.
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Make the following changes to the request:
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Update the request status to mark it as done or as pending.
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Update request details or open tasks that are assigned to the approvers, if required. However, request assignees can't modify tasks that the approvers have already completed.
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Optional. Escalate a task:
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Open the options menu associated with a task.
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Click Escalate task…
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Review the details and provide a reason for the escalation.
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Click Escalate task.
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Request expiration
Requests automatically expire after 60 consecutive days of inactivity. Once a request expires, you can't take further action on it. The requester and task assignee are notified 30 days, 5 days, and 1 day before the request expires. Completing a task, answering a question, or leaving a message on a request resets the 60-day expiration period.
Requests managed by request types don't expire if there's a completed action task and there are other open tasks or questions. You can also exclude requests managed by request types from expiring by manually setting the status to Pending from the Access Requests console.