Requests
The Requests tab is the Support and Consulting work queue. Each request is a piece of support or advisory work for your client: the agent investigates it read-only, produces findings and a proposal, and a human decides what to do. Nothing in a request changes SAP on its own — the investigation physically cannot write, and closing a request is a human decision.
The read-only investigation is carried out by the Support roles and Consulting roles, which do the actual analysis behind a request.
A project must be selected before you can use the Requests tab. Pick one from the project selector in the top bar first — see Sign in & projects.
Requests is your SAP support and consulting work, for your own clients. It is different from the Support tab, which contacts Makion's own product support about the app itself.
Creating a request#
| Control | Where | What it does |
|---|---|---|
| + New request | Top of the tab | Open the new-request form. |
| Cancel | New-request form | Close the form without creating anything. |
| Refresh | Top of the tab | Reload the request list. |
| Create | New-request form | Create the request from the form fields. |
The form has these fields:
| Field | What it means |
|---|---|
| Product | Support or Consulting — which kind of work this is. |
| Environment (metadata) | DEV, QAS or PROD. This is metadata only — it labels which environment the request concerns (see the note below). |
| Title | A short name for the request. |
| Description | The full detail of the incident or question. |
| Kind | The request type. Defaults to incident. |
| Impact | How much is affected — high / medium / low. |
| Urgency | How time-sensitive it is — high / medium / low. |
Priority is derived automatically as impact × urgency.
Environment (metadata) is a label, not a permission: it records which system the request is about but does not grant or restrict what the agent can read or write. SAP access is governed by roles and system tiers — see the Security model.
The request list#
Below the controls, requests are listed as rows. Each row shows the title plus a status line: status · priority · tier. When there are none, the list shows "No requests yet."
Working a request#
Open a request to see its detail: title, status, priority, hold reason (if any), created date, and the request body.
Investigate#
| Control | What it does |
|---|---|
| Investigate (read-only) | Runs a read-only investigation of the request. Disabled while an investigation is already running. |
When the investigation finishes, two sections appear:
- Findings — what the agent discovered.
- Proposal — what the agent recommends doing about it.
Because the investigation is read-only, it can safely analyze dumps, IDocs, failed jobs, configuration and code without any risk of changing the system.
Status#
Status controls move the request through its lifecycle: new → triaged → on_hold → proposed → … (and on to closure). Putting a request on hold prompts you for a reason, which then shows as the request's hold reason.
Notes#
Every request has a Notes journal. Each note is tagged either internal or customer-visible, so you can keep working notes separate from anything a client would see.
| Control | What it does |
|---|---|
| Add-note textarea | Write a note to add to the journal. |
| internal (fulfiller-only) | Checkbox that marks the note internal instead of customer-visible. Available to project admins only. |
| Add note | Add the note to the journal. |
Decision (project admins only)#
The Decision section is where a project admin closes out a request. It is visible to project admins only.
| Control | What it does |
|---|---|
| Close code | The reason/outcome code for closing. Required to close. |
| Close notes | Free-text notes about the closure. Required to close. |
| Approve & close | Approve the proposal and close the request. |
| Reject & close | Reject the proposal and close the request. |
| Park | Set the request aside without closing it. |
A close code and close notes are both required before Approve & close or Reject & close will close a request. This keeps every closed request with a recorded reason.
Controls at a glance#
| Control | Where | What it does | When it appears |
|---|---|---|---|
| + New request | Tab header | Open the new-request form | Always |
| Cancel | New-request form | Close the form | While creating |
| Refresh | Tab header | Reload the list | Always |
| Create | New-request form | Create the request | While creating |
| Investigate (read-only) | Request detail | Run a read-only investigation | On an open request; disabled while investigating |
| Add note | Request detail | Add a journal note | On an open request |
| internal (fulfiller-only) | Request detail | Mark a note internal | Project admins only |
| Close code / Close notes | Decision section | Record the closure reason | Project admins only |
| Approve & close / Reject & close / Park | Decision section | Decide the request | Project admins only |
Where to go next#
- Support roles — the read-only roles that investigate support requests.
- Consulting roles — the read-only roles for advisory work.
- Support — contact Makion's own product support (a different thing).
- Security model — how read-only investigation and SAP access are enforced.