Overview
The Citizen Request panel is where staff review, process, and release public records requests. This guide covers all panel features, the release workflow, security controls, and automated notifications.
Request Header
The header displays key request information at a glance:
Request Number - Unique identifier for the request
Status Badge - Current state: Open, In Progress, or Complete
Workflow Stage - Dropdown to advance single-service requests through stages
Complete Request - Button appears when all services are in closed stages
Information Cards
Below the header, you'll see cards displaying:
Requestor - Name, address, phone, and email
Summary - Description of what records the citizen requested
Payment Summary - Payment status and amount (if applicable)
Tabs Overview
The panel has seven tabs for managing different aspects of the request.
Services Tab
View all services included in the request. Each service displays:
Service Name - With color coding for visual distinction
Current Stage - Where the service is in its workflow
Stage Details - For FOIA requests: incident location, number, date/time
Stage Transition - Dropdown to advance the service to the next stage
If AI automation is enabled, you'll also see agent-selected media with relevance scores.
Media Tab
Manage records attached to the request:
Attached Media List - All records linked to this request
Published Status - Shows which versions are available to the citizen
Redaction Tool Link - Opens the redaction editor for each item
Manual Upload - Add files directly to the request
Delete Media - Remove items that shouldn't be released
Important: Only published media versions are visible to citizens after release. Ensure you publish the correct redacted version before completing the request.
Correspondence Tab
All communication related to the request:
Message Types - External Inbound, External Outbound, Internal, and System messages
New Message - Text area to compose and send messages
Internal Toggle - Switch between internal team notes and citizen-visible messages
Templates - Pre-defined message templates for common responses
Unread Indicator - Shows count of unread messages
Messages are automatically marked as read when you view the tab.
Activity Tab
Complete audit trail of the request:
Stage transitions
Status changes
Media additions and removals
Share events
Timestamp and user for each action
Shares Tab
Control who can access released records:
Shared Emails - List of email addresses with access
Add Share - Grant access to additional recipients
Remove Share - Revoke access from an email
Resend Notification - Re-send the share notification email
Note: If "Restrict Download to Shared Emails" is enabled on the service, only the original requestor and explicitly shared emails can download records.
Agent Tab
Available when AI automation is enabled. Shows:
AI agent processing status
Agent-selected media with relevance scores
Agent plan and decision log
Release Process
Releasing records to the citizen follows a structured workflow to ensure proper review.
Workflow Stage Progression
Each service in a request progresses through workflow stages:
Use the stage dropdown on the Services tab to advance the service
When a service reaches a closed stage, it's considered complete
The request completes when all services are in closed stages
Completion Confirmation
When transitioning the final service to a closed stage:
A confirmation dialog appears
System warns if any media is unpublished
You choose "Complete and Release" or "Wait"
Completing marks the request as Complete and triggers citizen notification
Manual Completion
If all services are already in closed stages but the request isn't complete:
Click the "Complete Request" button in the header
Confirm in the dialog
Request status changes to Complete
What Happens on Completion
When a request is completed:
Status changes to Complete
Completion timestamp is recorded
Activity log records the completion
Citizen receives "Request Complete" email with portal link
Shared email addresses receive BCC notification
Security & Access Control
PRR implements multiple layers of security to protect released records.
Release Status Requirement
Media is only visible to citizens when the request status is Complete. Before release:
Only internal staff can view attached media
Citizens see the request status but not the files
Email Verification
Before downloading, citizens must verify their identity:
Magic Link - Click link sent via email to verify automatically
Form Verification - Enter name, email, and complete reCAPTCHA
Verification creates a session token stored in the browser that expires after a set time.
Share-Based Access Control
When "Restrict Download to Shared Emails" is enabled on a service:
The original requestor's email is automatically authorized
Only emails listed in the Shares tab can download
All other email addresses are blocked from downloading
When disabled, any email that completes verification can download.
Session Security
Verification sessions have an expiration time
Sessions are validated every 10 seconds
Expired sessions require re-verification
Verification tokens are removed from the URL after use
Download Tracking
Every download is logged including:
Email address used
Timestamp
Media item downloaded
Files are served via temporary signed URLs that expire after a short time.
Published Media Requirement
Citizens can only access published versions of media:
Unpublished versions are not visible in the portal
System warns if completing a request with unpublished media
Unpublishing after release removes citizen access
Notifications
PRR sends automatic notifications at key points in the request lifecycle.
Citizen Notifications
Event | Notification |
Request Submitted | "New Request Received" confirmation email |
Payment Required | "New Request Confirmation" with payment link |
Payment Reminder | "ACTION REQUIRED - Payment Reminder" |
Request Completed | "Request {number} Complete" with portal link |
Request Shared | "{Agency} has shared Request {number} with you" |
Renewal Frequency Set | "Request {number} Frequency Set" (Offender Registration) |
Renewal Due | "Offender Renewal Due" reminder |
Staff Notifications
Users assigned to workflow notifications receive:
New request submitted alerts
Request stage advancement notifications
Agent processing completion alerts
Processing error notifications
Notification Channels
Email - Primary channel for all notifications
SMS - Available if configured in tenant settings
In-App - Notifications appear in the application
Correspondence Window
After a request is completed:
Citizens can reply via email for 5 days
After 5 days, inbound emails are no longer accepted
Only the original requestor's email can send correspondence
Notification Records
All automatic notifications are stored in the Correspondence tab with:
Type marked as "External Outbound - Automatic"
Template name for reference
Full email content captured for audit
Quick Reference
Tab | Purpose |
Services | View/advance workflow stages, see FOIA details |
Actions | Offender Registration renewal and exports |
Media | Manage attached records, publish versions |
Correspondence | Communicate with citizen and team |
Activity | View complete audit trail |
Shares | Control who can download released records |
Agent | Review AI automation results |