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

# Manage requests

> Use the Requests page to see outstanding document requests, send reminders, review activity, and close requests that should no longer be completed.

The **Requests** page is the work queue for document requests across your organization. Use it when you need to see what is still outstanding and decide who needs follow-up next.

A request is one person being asked to acknowledge or sign one document. The **Requests** page brings those individual requests together so you do not have to open each person or document first.

<Info>
  Owners and administrators can use the organization-wide **Requests** page. Group Managers handle requests from their assigned group pages.
</Info>

## Open requests

Click **Requests** in the sidebar.

The page opens to **Needs follow-up** by default. This view focuses on active requests that have not been completed, canceled, or expired.

## Find the requests that need attention

Use the status filters at the top of the page to narrow the list.

| Filter               | Use it to                                                                                                                                |
| -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- |
| **Failures**         | Find pending requests that need delivery follow-up. This tab appears only when at least one request is flagged after a delivery problem. |
| **Needs follow-up**  | Review active requests that are still unfinished.                                                                                        |
| **Not viewed**       | Find people who have been sent a request but have not opened it yet.                                                                     |
| **Viewed**           | Find people who opened the request but have not completed it.                                                                            |
| **Reminded**         | Review requests where a reminder has already been sent.                                                                                  |
| **Completed**        | Look up requests that were acknowledged or signed.                                                                                       |
| **Canceled/Expired** | Review requests that can no longer be completed.                                                                                         |
| **All**              | Search across the full request history.                                                                                                  |

You can also search by person name, person email, or document name.

## Read the request list

Each row shows:

* **Person** — who received the request.
* **Document** — which document they were asked to complete.
* **Status** — whether the request was sent, viewed, completed, canceled, expired, or could not be delivered. Delivery problems appear as **Bounced**, **Delivery failed**, or **Complained**.
* **Requested** — when the request was created.
* **Last reminded** — when the most recent reminder was sent, if any.

Use the **Document** link to open the document. Use the person's name to open their profile when the person record is available.

## Follow up on a request

For active requests, click **Nudge** to send a reminder email. The reminder uses the same personal link from the original request. It does not create a new request.

Use **Activity** to review what happened for a request. The activity timeline shows events such as when the request was sent, viewed, reminded, completed, canceled, expired, or could not be delivered.

<Tip>
  Start with **Viewed** requests when you need quick progress. These people have already opened the request, so a reminder may be enough to help them finish.
</Tip>

## Fix a delivery failure

When a request email bounces, fails to send, or is marked as spam, ClearPolicy flags that request for delivery follow-up and shows it in the **Failures** tab. ClearPolicy pauses reminders for that request until you take action.

Other open requests for the same person are not affected. You can still send reminders for requests that delivered successfully.

Open requests keep the recipient name and email from when the request was sent. Updating the person's profile does not change requests that are already out.

<Steps>
  <Step title="Open the affected request">
    Open **Requests** and click **Failures**, or open the person's profile and use **View requests** on the delivery follow-up alert.
  </Step>

  <Step title="Review what happened">
    Click **Review** on the request row to see the email address, delivery status, error details, and when the problem occurred.
  </Step>

  <Step title="Choose how to follow up">
    In the review dialog, choose one option:

    * **Email is correct — try again** sends a new reminder to the same address on that request. Use this when the address is right and the failure may have been temporary.
    * **Update email address** opens the person's **Settings** tab if you need to correct their email.
  </Step>

  <Step title="Resend after updating the email">
    If you changed the person's email and it no longer matches the address on the failed request, click **Cancel and resend**. ClearPolicy cancels the failed request and sends a new one using the person's current details.
  </Step>
</Steps>

<Note>
  A delivery problem does not always mean the email address is wrong. Temporary mail server issues can cause a bounce even when the address is correct.
</Note>

<Tip>
  Turn on **Delivery failures** in [notification settings](/guides/notification-settings) to get an email as soon as a request cannot be delivered.
</Tip>

## Follow up on a group of requests

Click **Nudge** on the **Requests** page to send reminder emails for a group of open requests. Choose a scope from the menu:

| Scope               | Use it to                                                                       |
| ------------------- | ------------------------------------------------------------------------------- |
| **All outstanding** | Remind everyone with an open request.                                           |
| **Not viewed**      | Reach people who were sent a request but have not opened it yet.                |
| **Viewed**          | Follow up with people who opened a request but have not finished it.            |
| **Reminded**        | Send another reminder for requests that were already nudged and are still open. |

Use search first if you want to narrow who receives the reminder. The confirm dialog shows how many requests will be reminded and notes when search is active.

The scope you choose is separate from the status filter tab you are viewing. Requests that need delivery follow-up are not included. If one person has multiple matching requests, ClearPolicy groups them into one reminder email when possible.

## Send a new request

Click **Send Request** from the **Requests** page when you know which document and people need a new request.

You can still send requests from a document, a person profile, or a group. Use the **Requests** page when you are already reviewing follow-up work and want to send another request without leaving the queue.

## Close a request that should not be completed

Open the row actions menu to cancel or expire an active request.

* **Cancel Request** closes a request your team no longer wants the person to complete.
* **Expire Request** closes a request immediately when it should no longer be available.

After a request is canceled or expired, the person can no longer complete it from their link. The request stays in ClearPolicy history so you can see what happened later.

## Record paper on file

When someone cannot complete a request online, you can still keep status and evidence in ClearPolicy. Electronic completion remains the default path. Use paper on file when wet ink, accessibility, preference, or another practical reason means the person will not finish through their link.

Anyone who can act on requests (nudge, cancel, expire) can record paper on file. No special permission is required.

### Before you start

* The request must still be **pending** — not completed, canceled, or expired.
* You need a PDF or image of the **signed paper copy**. ClearPolicy requires a file upload; you cannot complete paper on file with a note alone.
* The person should have actually signed or acknowledged the paper copy of the document for this request.

### Record paper on a pending request

<Steps>
  <Step title="Find the pending request">
    Open **Requests**, a person's **Requests** tab, or the document **Compliance** tab. Locate the open request for that person and document.
  </Step>

  <Step title="Open Record Paper Signature">
    Open the row actions menu and click **Record Paper Signature**.
  </Step>

  <Step title="Upload the signed paper copy">
    Choose a PDF or image of the signed paper copy. Confirm that you obtained a wet-ink signature (or paper acknowledgment) from the person on a paper copy of this document.
  </Step>

  <Step title="Submit">
    Submit the form. ClearPolicy marks the request complete, updates compliance for that document revision, and stops reminders for the request.
  </Step>
</Steps>

After recording, the completion shows **Paper on file**. Activity includes **Paper Signature Recorded** with the team member who recorded it.

<Note>
  Paper on file is not an electronic signature. ClearPolicy does not create an electronic attestation certificate for paper completions. Prefer electronic completion when the person can finish online. Learn more in [how attestations work](/concepts/attestations#paper-on-file).
</Note>

## Download completed documents

How you download depends on how the request was completed.

| Completion                           | Menu action                                                        | What you get                                 |
| ------------------------------------ | ------------------------------------------------------------------ | -------------------------------------------- |
| Electronic (person completed online) | **Download Signed Document** or **Download Acknowledged Document** | Document package with electronic certificate |
| Paper on file                        | **Download Uploaded File**                                         | The signed paper copy your team uploaded     |

Use these downloads when you need a record for your files, an audit, or an internal review.

## When to use Requests, People, Documents, and Reports

Use each area for a different kind of question.

| Area          | Best for                                                                    |
| ------------- | --------------------------------------------------------------------------- |
| **Requests**  | Deciding which unfinished requests need follow-up today.                    |
| **People**    | Checking everything one person needs to complete.                           |
| **Documents** | Checking completion for one document or sending requests for that document. |
| **Reports**   | Preparing summaries, exports, or printed records for review.                |