---
title: Configuring the HR requests module
description: "Administrators: set up the permissions, request types and their forms, announced deadlines, the optional approval workflow and the e-mails of the HR requests desk."
url: "https://illizeo.com/en/centre-aide/hr-requests-configure/"
updated: "2026-11-01"
category: HR requests
---

# Configuring the HR requests module

This article is for administrators: it explains how to set up the HR requests desk, from permissions to request types and their forms, including announced deadlines, the optional approval workflow and e-mails.

## Before you start

- The **HR requests** module must be enabled for your workspace.
- To create or edit request types, your role must hold "Configure HR request types and their forms" at the **Execute** level; to set deadlines, "Configure processing deadlines and escalations" at the **Execute** level. By default, both are granted to the Administrator role.
- The approval workflow is set in Workflows and the e-mail templates in e-mail management: those screens have their own permissions.

## Setup steps

1. Check the role permissions.
2. Review the supplied request types and create your own.
3. Announce deadlines per type, if you wish.
4. Activate an approval workflow, if needed.
5. Review the e-mail templates.

## 1. Permissions

The module relies on five permissions, shown in the HR requests rows of the role matrix (**Settings › Manage Employees › Employee Roles**). The values below are the defaults; you can adjust them.

| Permission | What it allows | Level needed | Default roles |
| --- | --- | --- | --- |
| HR requests module access (employee space) | See the **HR requests** menu and one's own requests | Access | All employees, Manager, HR Manager, Administrator |
| Submit an HR request | Create a request | Access | All employees, Manager, HR Manager, Administrator |
| Handle the HR request queue | See the team queue, take requests, change the status, write internal notes, approve in an approval workflow | Execute | HR Manager, Administrator |
| Configure HR request types and their forms | Create, edit, deactivate and delete types and their forms | Execute | Administrator |
| Configure processing deadlines and escalations | Announce deadlines and choose the escalation target | Execute | Administrator |

Deadlines have their own permission: announcing "reply within 4 hours" commits the organisation to its employees. Someone who can edit a type without this permission sees the deadline fields greyed out, with a message explaining why.

## 2. Request types

Open **Settings › HR requests**. The **HR requests — request types** page lists the types on offer. Each row shows the label, the type's origin, its code, its number of fields and its description, with the **Deactivate** and **Edit** buttons and the bin.

![HR requests — request types page: list of types with Illizeo standard badges and Deactivate and Edit buttons](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/hr-requests-configure-01.en_.png?resize=800%2C500&quality=80&ssl=1)
The list of request types.

| Badge | Meaning |
| --- | --- |
| Illizeo standard | Type supplied by Illizeo, unchanged |
| Illizeo · customised | Type supplied by Illizeo, then changed in your workspace |
| Created here | Type created by your organisation |
| HR teams only | Internal type, invisible to employees |

### Supplied types

Illizeo supplies sixteen ready-to-use types, translated into French, English, German and Italian. They remain fully editable, form included.

| Supplied type | Use |
| --- | --- |
| Employment certificate | A certificate confirming employment |
| Payroll question | A payslip line that looks wrong or unclear |
| Document request | An administrative document from the employee file; its "Urgency" field makes the request urgent |
| Other | Anything that fits no other category |
| Salary confirmation | For a bank, a landlord or an institution |
| Interim reference letter | A reference letter during employment |
| Payslip copy | A copy of a payslip missing from the documents |
| Unemployment insurance certificate | The employer certificate required by the unemployment insurance |
| Pension fund certificate | Requested by the pension fund or retirement scheme |
| Withholding tax question | A rate, a tax scale or a deduction to check |
| Benefits and health insurance | Enrolment, coverage, reimbursement |
| Change of working time | Part-time, increase or reduction of working time |
| Meeting request with HR | A conversation on a topic of the employee's choice |
| Equipment request | Computer, phone, screen… |
| Lost badge or access | A badge, key or access that no longer works |
| Access to a tool | An application, a shared folder, a business tool |

### Deactivating or deleting a type

- **Deactivate** removes the type from the employees' catalogue without affecting requests already submitted. A deactivated type no longer appears in this list either.
- The bin acts immediately, without asking for confirmation. A type that has already received requests is not deleted but deactivated (message "Type deactivated — requests already use it"): a request must always be able to say which type it belonged to. Otherwise the type is deleted ("Type deleted").

## 3. Creating or editing a type

1. Click **New type**, or **Edit** at the end of a row.
2. When creating, enter a **Code**: it is the type's stable identifier and cannot be changed afterwards.
3. Fill in the **Label** and **Description** that employees see. The **Translations** button opens language-by-language entry; its badge shows how many active languages are filled in (for example 2/4). At least one label is required.
4. Choose the **Audience**: **Employees** (the type appears in the employee space) or **HR teams only** (internal type, never visible to employees).
5. Choose who handles it under **Handled by**: **General queue (all HR staff)**, or a group, team, department or office.
6. Leave **Active** ticked to offer the type.
7. If needed, fill in the **Announced deadlines** (see below).
8. Build the form under **Form fields** (see below).
9. Click **Save**.

![Edit request type window: label, description, audience, Handled by, Active and announced deadlines](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/hr-requests-configure-02.en_.png?resize=800%2C500&quality=80&ssl=1)
A type's editor: label, audience, destination and deadlines.

Editing a type supplied by Illizeo switches it to the "Illizeo · customised" badge.

### Announced deadlines

| Setting | Purpose |
| --- | --- |
| First response (hours) | The time for someone in HR to take the request. Once it has passed, the queue gets a reminder. |
| Resolution (hours) | The time for the request to be dealt with. Once it has passed, the request is escalated once. |
| Escalate to | Who receives the escalation: a group, team, department or office. Left empty, the escalation goes to whoever configures the desk, then to the queue. |

An empty field means "No commitment". Deadlines are counted in clock hours, nights and weekends included. A request's due date is frozen at submission: changing a deadline never moves a date already announced.

### Form fields

Click **Add field**, then set up each field:

| Setting | Purpose |
| --- | --- |
| Key | The field's technical identifier, under which the answer is stored. Once the type is saved, the key of an existing field is locked. |
| Type | `text` (short text), `textarea` (long text), `date`, `month`, `select` (drop-down list), `checkbox`. |
| Label | The question asked, translatable like the type's label. |
| Options (one per line) | For a drop-down list: the values offered. |
| Marks the request as urgent when it equals | For a drop-down list: the value that moves the request to the top of the HR queue. |
| Required | The employee cannot submit without filling in the field, if it is shown. |
| Display conditions | The field only appears if "ALL rules match" or "ANY rule matches". Each rule refers to an earlier field and the value it must have ("equals"). For a checkbox, the ticked value is `1`. |

![Form fields of the Document request type: locked key, type, label, options and the value that makes the request urgent](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/hr-requests-configure-04.en_.png?resize=720%2C807&quality=80&ssl=1)
The form fields; here, the value "urgente" moves the request to the top of the queue.

The **Move up** and **Move down** arrows reorder fields; the bin removes one. A type with no field simply asks for a message. The form applies as soon as it is saved: a newly required field is enforced for subsequent requests.

## 4. An approval workflow before handling (optional)

By default, a request goes straight to the HR team. If some requests must be approved first, set up a workflow under **Settings › Manage Employees › Workflows**, category **HR requests**.

1. Open the supplied workflow **Manager approval before handling**. It is delivered inactive: it changes nothing until you activate it.
2. If approval only applies to some requests, add the condition **HR request type is one of…**; for some employees only, the condition **Employee population (rules on record or role)**.
3. Click **Activate**.

The supplied workflow starts on the "HR request to sign off" trigger and asks the "Requester's N+1" to approve. Once approved, the request remains for the HR team to handle; if rejected, it becomes "Closed". The **Reset** button restores the supplied workflow to its original state.

**Important:** to approve an HR request, the approver must hold the "Handle the HR request queue" permission at the Execute level. An approver without it is not asked, and the request stays waiting for approval. By default, the Manager role does not hold this permission.

## 5. Notifications and e-mails

Each key step notifies the right people, in the Illizeo bell and by e-mail. E-mails use templates you can edit under **Settings › Manage Illizeo › Email**; the template names are shown in French.

| Moment | Who is notified | E-mail template |
| --- | --- | --- |
| Request submitted | Members of the receiving team who can handle the queue; failing that, everyone who can handle the queue | Demande RH — déposée (vers l'équipe) |
| New message | The other party; for an internal note, the team only | Demande RH — nouveau message |
| Request taken | The employee | Demande RH — prise en charge |
| Status changed | The employee | Demande RH — statut modifié |
| Request resolved | The employee | Demande RH — résolue |
| First response overdue | The receiving team | Demande RH — rappel de délai |
| Resolution overdue | The escalation target | Demande RH — escalade |

- A disabled template stops the e-mail; the bell notification is still sent.
- Each template exists in French, English, German and Italian; the e-mail is sent in the recipient's language.
- Nobody is notified of their own action: the HR member who takes a request does not receive the "taken" notice.
- Each user can turn off the **HR requests** line under **Personal Settings › Notifications**; this single box covers all the desk's notices.

## Good to know

- The destination ("Handled by"), urgency and due dates are copied onto the request at submission: changing the type afterwards does not affect requests already submitted. The escalation target, however, is read again at the time of escalation.
- If "Handled by" points to a population where nobody can handle the queue, submission notices go to all staff who can handle the queue.
- The **Team queue** tab shows requests addressed to the **General queue (all HR staff)**. Requests of a type addressed to a group, team, department or office are notified to their recipients by bell and e-mail but do not appear in that tab.
- Drop-down list options are not translated: they are shown as entered, in every language.

### *Similaire*