Handle starter and leaver requests

Starters and leavers are the most common requests a client makes. In the portal, the client fills in a short form, and you get everything in one ticket. This page explains what each request contains, when a leaver’s portal access ends, and how to close a request.

Before you begin

• Working requests needs clientportal:users. Reading them needs clientportal:read.
• The client’s people need Request onboarding or Request offboarding in the portal. The IT contact role has both.

What the client sends

Request	The form asks for
Someone is starting	Their full name and work email, their first day, equipment to set up, and notes.
Someone is leaving	Their full name and work email, their last day, equipment to collect, and notes such as shared drives, mailboxes to forward, and who takes over their work. Optionally, the person picked from the client’s portal people.

Each request opens a ticket in the client’s workspace, with the person who sent it as the requester. Work the request in that ticket as you would any other.

When a leaver’s portal access ends

When the client picks the leaver from their portal people, Outpost ends that person’s portal access for this client, revokes their remote access grants, and ends their live sessions:

• At the end of their last day, when the last day is in the future.
• At once, when there is no last day or it has passed.

The client is shown which before they send the request. Ending portal access does nothing to the person’s other accounts. Removing those is your work in the ticket.

Work a request

1. Select Clients, then Record on the client’s row, then the Client portal tab.
2. Select Requests. The list opens on requests that are submitted or in progress.
3. Select Open the ticket to work it.
4. Mark progress on the request:
   • Start marks it In progress.
   • Complete marks it Completed and tells the client. For a leaver, it also ends their portal access now if it has not ended yet.
   • Cancel marks it Canceled. A canceled request never ends anyone’s access.

Verify

The request shows Completed, and for a leaver, the person shows Offboarded on Users.

Next steps

• Invite and manage portal users
• Tickets