---
title: "Handle starter and leaver requests"
description: "Receive onboarding and offboarding requests from a client's portal, work them through their ticket, and know when a leaver's portal access ends."
url: "https://support.outpostplatform.com/client-portal/requests/"
product: "depot"
type: "how-to"
status: "draft"
ai_summary: "MSP plan. Clients send Someone is starting and Someone is leaving requests from Starters and leavers. Each opens a ticket. A leaver picked from the portal people loses portal and remote access at the end of their last day, or at once with no future last day. Client portal tab > Requests: Start, Complete, Cancel. Completing an offboarding ends access if it has not ended."
availability:
  plans: ["msp"]
  permission: "clientportal:users"
  preview: false
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/client-portal/requests.md"
license: "CC BY 4.0"
---

# 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](/client-portal/users/)
- [Tickets](/service-desk/tickets/)