Access requests and approvals
By Ana Ruiz · created 18 Mar 2024, 14:20 UTC · last updated 23 Oct 2026, 08:05 UTC · version 10
access-requestsapprovalsplaybook
How to explain access requests to a customer. The product rules are on Roles and approvals.
The short version
Someone at a depot asks for access to a door, a system or a vehicle. The request goes to an approver, who approves or declines it. An administrator can approve any request under All requests.
Who approves
- Since 1 October, the approver role can be held for one depot. A request goes to whoever holds it at the person's home depot, once, when the request comes in.
- If nobody holds it there, the request waits unassigned and administrators approve it under All requests.
- A depot manager's own request goes to an administrator.
- A request goes to the home depot's approver even when the person asks for access at another depot. Drivers who move between depots will be approved by their home manager.
What happens next
- The approver gets an email and a notice in the portal. A reminder follows after 24 hours, then daily.
- A reason is required on every request (since 29 July).
- Requests nobody decides close after 14 days. Nobody is told when that happens.
What an approval gives
An approved request gives access until an administrator or the depot manager takes it away. An approval has no end date yet.
That matters for agency drivers on single shifts (Kelderby, SUP-1207): their access has to be removed by hand after the shift. "One-shift access for agency drivers" is being shaped.
When approvers change
- No deputy. While a manager is away, the request waits until they are back, or an administrator approves it under All requests.
- Since 22 October (ACM-320), when an approver changes role, the requests waiting on them go to whoever approves for that depot now, or to the customer's administrators with a line saying "No approver at this depot". Each moved request shows who it waited on before. Before that, they kept waiting on the person who had moved (Brakeline's Leeds depot, SUP-1184).
Change history
| Version | Date | Who | What |
|---|---|---|---|
| 1 | 18 Mar 2024 | Ana | First version: administrators approve everything |
| 5 | 29 Jul 2026 | Ana | Reason required; reminders |
| 7 | 2 Oct 2026 | Ana | Approver role per depot (ACM-247) |
| 8 | 8 Oct 2026 | Ana | No end date on approvals (Kelderby's agency drivers) |
| 9 | 13 Oct 2026 | Ana | No deputy; home depot routing; 14-day close |
| 10 | 23 Oct 2026 | Ana | Waiting requests follow their depot's approver (ACM-320) |