> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getray.info/llms.txt
> Use this file to discover all available pages before exploring further.

# Service submissions

> The Submissions tab of a service in the RAY admin portal lists the requests tenants have submitted, with summary cards, filters and a Status menu to acknowledge, complete, cancel or reopen them one by one or in bulk. Staff can also create a submission on behalf of a tenant or company, export submissions, and download one submission.

## Summary

The **Submissions** tab (Arabic: **عمليات الإرسال**) of a service in the RAY admin portal lists every
submission of that service's forms. Staff use it to follow up requests: each submission moves from
**Open** to **Acknowledged** to **Completed**, or is **Cancelled**, and can be **Reopened**. The tab
also shows summary cards, lets staff create a submission on someone's behalf, and exports the list.
Both Admin and Operator roles for the service see the Submissions tab. See
[Services](/services/overview).

## Where to find service submissions

* Menu: **Services → `<service name>`**. The service opens on the **Submissions** tab.
* Clicking a submission opens its detail page. See [Submission details](/services/submission-details).

## Submission summary cards

Above the list, three cards summarize the service:

| Card                        | Arabic label           | What it shows                                      |
| --------------------------- | ---------------------- | -------------------------------------------------- |
| **Pending Submissions**     | الطلبات المعلقة        | Submissions still waiting to be handled, by state. |
| **Pending Submissions Age** | مدة الطلبات المعلقة    | How long pending submissions have been waiting.    |
| **Unread Comments**         | التعليقات غير المقروءة | Submissions with comments not yet read.            |

Clicking a value in a card filters the list. Users who can see **Analytics and Insights** also get a
link from the cards to the service's analytics.

## Submissions list columns

| Column           | Arabic label  | Meaning                                                      |
| ---------------- | ------------- | ------------------------------------------------------------ |
| **Title**        | العنوان       | Title of the submission.                                     |
| **Categories**   | الفئات        | The category of the submitted form.                          |
| **Form**         | استمارة       | The submitted form.                                          |
| **Submitted By** | مقدَّم مِن    | The person who submitted it.                                 |
| **Unit**         | الوحدة        | The unit the submission is for.                              |
| **Company**      | الشركة        | The company the submission is for, if any.                   |
| **Created at**   | تاريخ الإنشاء | When it was submitted.                                       |
| **Status**       | الحالة        | The current state, with a menu of the next possible actions. |
| Actions          | —             | **View** and **Download**.                                   |

The list refreshes automatically every minute.

## Submission states

| State                        | Arabic label          | Meaning                                                                                                             | Actions in the Status menu                        |
| ---------------------------- | --------------------- | ------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------- |
| **Pending Company Approval** | بانتظار موافقة الشركة | Submitted for a company and waiting for the company's approval.                                                     | (bulk actions only) **Open**, **Cancel**          |
| **Open**                     | مفتوح                 | New, not yet handled.                                                                                               | **Acknowledge**, **Cancel**                       |
| **Acknowledged**             | تم الإقرار            | Being handled. If the form has its own statuses, the Status column shows the current one instead of "Acknowledged". | The form's own statuses, **Complete**, **Cancel** |
| **Completed**                | مكتمل                 | Done.                                                                                                               | **Reopen**                                        |
| **Cancelled**                | تم الإلغاء            | Cancelled, with a **Cancellation Reason**.                                                                          | **Reopen**                                        |
| **Reopened**                 | أُعيد فتحه            | Reopened after being completed or cancelled.                                                                        | **Acknowledge**, **Cancel**                       |

In some services the **Status** is shown without a menu, and the state cannot be changed from the
portal.

## How to change the state of a submission

1. Open **Services → `<service name>`**.
2. Click the submission's **Status** and choose the action, for example **Acknowledge**.
3. For **Complete**, confirm in the "Complete `<submission title>`" dialog.
4. For **Cancel**, enter the **Cancellation Reason** ("Please provide a reason") and click **Cancel**.
   **Keep** closes the dialog without cancelling.

The same **Status** menu is on the submission's detail page. In the Arabic portal the actions are
**إقرار** (Acknowledge), **مُنجز** (Complete), **إلغاء** (Cancel, with **سبب الإلغاء** as the
cancellation reason) and **إعادة الفتح** (Reopen).

## How to set a form's own status on a submission

A submission must be **Acknowledged** first. Then click its **Status** and choose one of the form's
own statuses, for example "Technician assigned". The Status column then shows that status. The form's
own statuses are set up in the form settings; see
[Service categories and forms](/services/categories-and-forms).

## How to update several submissions at once

1. Tick the submissions in the list.
2. Open **Bulk actions** and choose **Acknowledge**, **Cancel**, **Complete**, **Reopen** or **Open**.
3. Confirm. **Cancel** asks for one **Cancellation Reason** for all the selected submissions
   ("Cancel Submissions"); **Complete** asks for confirmation ("Complete Submissions").

An action is disabled when none of the ticked submissions can take it. For example, **Complete** is
enabled only when at least one ticked submission is **Acknowledged**, and **Open** only when at least
one is **Pending Company Approval**.

## Filtering submissions

Quick filters above the list: **Pending Company Approval**, **Open**, **Acknowledged** (with **Filter
by state** and **All acknowledged** for the form's own statuses), **Completed**, **Reopened**,
**Cancelled** and **Unread Comments**. Several can be combined.

More filters are available: **Users**, **Companies**, a text search, **Categories**, **Created at Date
Range**, **Last Modified Date Range**, **Completed Date Range**, **Status** (the form's own statuses),
**State** (the states listed above), unread comments, and **Invoice Status** (**Draft**, **Awaiting
Approval**, **Rejected**, **Unpaid**, **Partially Paid**, **Paid**). The list can also be narrowed by
user and unit.

## How to export submissions

Click **Export** above the list. The export uses the current filters (categories, date ranges, search,
state and status). The portal shows a confirmation message once the export has been requested.

## How to download one submission

Click **Download** on the submission's row, or **Download** on its detail page. The portal opens a
copy of the submission in a new browser tab.

## How to create a submission on behalf of someone

Staff can submit a form for a tenant, for example after a phone call.

1. Open **Services → `<service name>`**.
2. Click **Create**. In portals that use companies, **Create** opens a menu: choose **Create on behalf
   of personal** for a person or **Create on behalf of company** for a company.
3. In the first step, choose **Select by** (by user or by unit), then the **User** and **Unit** (and
   the **Company** for a company submission), the **Category** and the **Form**. Click **Next**.
4. In the second step, enter the **Submission Title** if asked, and answer the form's questions.
5. Click **Save**. **Back** returns to the first step.

The submission's detail page then shows the tenant under **On Behalf Of**.

## Common questions about service submissions

### How do I see only the requests that still need action?

Use the **Open** and **Reopened** quick filters, or click a value in the **Pending Submissions** card.

### How do I find requests where the tenant replied?

Use the **Unread Comments** quick filter or the **Unread Comments** card.

### Why can't I change the status of a submission?

Either the service does not allow status changes from the portal (the **Status** has no menu), or the
action is not possible in the current state. For example, a **Completed** submission can only be
reopened.

### Why is Complete not offered for an Open submission?

A submission must be **Acknowledged** before it can be completed. Choose **Acknowledge** first, then
**Complete**.

### Can I reopen a cancelled request?

Yes. Click the submission's **Status** and choose **Reopen**. Its state becomes **Reopened**.

## Related pages

* [Submission details](/services/submission-details): one submission's page, comments, invoices and people.
* [Service categories and forms](/services/categories-and-forms): the form's own statuses and default viewers, assignees and managers.
* [Services](/services/overview): how services are organized and who can access them.