Design Custom Forms, Automate Workflows & Resolve Incidents Faster

Portal Origin’s Request System is an internal service desk and workflow orchestration platform. It enables organizations to build dynamic custom request forms, automate ticket lifecycles, route tickets to tiered support groups (L1/L2/L3), consolidate issues into master incident requests, and collaborate via live ticket chat with full audit logging.

Workspace admins and permitted members can build custom request templates with a clean tabbed builder. You can add Short Text, Long Text (Textarea), Numbers, Dates, and Dropdown Lists (both template-specific local options and organization-wide Global Dropdowns). Each field supports tooltips, help text, required validations, and interactive live previews.

Each form template can define its own lifecycle progression (e.g. Open -> Triage -> In Progress -> Under Review -> Closed). You can insert intermediate status stages with a single click, designate terminal closed states, and assign dedicated Support Groups to automatically route ticket visibility whenever a status transition occurs.

Global Dropdowns are centralized, reusable option catalogs managed in the Administration hub (e.g., Office Locations, Asset Categories, Cost Centers, Severity Levels). By linking form fields to Global Dropdowns, updates to values automatically propagate across all associated request templates, maintaining enterprise data consistency.

Support groups allow teams (IT Helpdesk, Facilities, HR Operations, Security, Infrastructure) to organize members into support levels (L1 Frontline, L2 Specialist Escalation, L3 Engineering). Tickets assigned to or routed to a support group automatically appear in the group members' unified triage queue.

Master Requests (REQ-M-###) enable teams to cluster multiple related child tickets under a single parent incident or initiative (such as an office-wide VPN outage, system migration, or bulk onboarding). Admins can link and unlink tickets, review consolidated child summaries, and broadcast updates across all linked tickets simultaneously.

Yes! When posting a message in a Master Request conversation, agents can toggle "Broadcast to all linked tickets". The system instantly replicates the announcement into the individual chat streams of every linked child request, keeping all affected employees informed without manual copy-pasting.

When a root cause is resolved on a Master Request, admins can use the "Cascade Close Child Requests" action. This automatically resolves and transitions every linked child ticket to its terminal Closed status in a single batch operation while recording full audit logs for each ticket.

Yes. If an employee submits an issue under the wrong category (e.g. Hardware Request instead of Access Request), agents can invoke "Change Template". The system prompts for the new template's required fields and updates the ticket in-flight without losing the original ticket number, chat history, or audit logs.

Every action—including creation, status transitions, assignee updates, template migrations, child ticket linking, and bulk closures—is immutably recorded in the Tenant Request Audit Log with actor identity, timestamp, and before/after values. Resolved tickets can also be reopened with a single click if follow-up work is required.

Each form template includes real-time submission analytics (/request/admin/form-template/:id/analytics) featuring interactive ring progress charts for overall status distribution (Approved, In Progress, Closed, Rejected) as well as categorical answer breakdowns across dropdown fields.

Each request template can configure a precise Service Level Agreement (SLA) target in minutes alongside granular operating hours customized by day of the week (e.g., Monday through Friday, 09:00 to 17:00). When a ticket is created, active business time is accurately counted only during configured working hours, calculating breach deadlines and visual time-remaining thresholds automatically.

Yes. For open and in-progress tickets, support agents and assignees can pause the SLA clock (for instance, when waiting on external vendors or customer feedback). Tickets visibly display a "Paused" status badge. Furthermore, when the ticket requestor comments in the ticket activity feed, the SLA resumes automatically so no customer update is missed.

When a ticket switches templates, the previous template's SLA is marked complete and the new template's SLA begins tracking independently. If the ticket is later reverted or changed back to a previously used template, the system intelligently re-opens that template's existing SLA tracking record without losing historical business minutes elapsed.

The Service Desk module follows a transparent role-based pricing model under Tier 2 (Operations & ITSM Expansion). Submitting, viewing, and tracking requests is 100% FREE for all workspace employees. Service desk agents and queue admins who triage tickets, administer forms, and manage master incidents are licensed at $29.00 – $49.00 per agent/month (billed annually with a 15–20% discount or monthly).