# Process Civitas Tickets

Use this guide to review and process Civitas requests from the organization queue.

## Before you start

* You need `Access Civitas` or `Manage Civitas`.
* `Manage Civitas` is required for full profile-level people operations.

## Steps

1. Open `App > Civitas`.
2. Switch to the `Organization` tab.
3. In `Civitas processing queue`, apply filters as needed:
   * Status
   * Request type
   * Sort (latest/oldest/status-first)
4. Open a ticket from the queue.
5. In `Processing controls`:
   * Set status (`Pending`, `In Review`, `Approved`, `Rejected`, `Cancelled`)
   * Update assignee when needed
6. Review details, attachments, and comments.
7. Add a comment for context or decision notes.
8. If needed, mark specific attachments for save-to-profile.
9. Click `Save ticket`.

## Processing notes

* PTO approvals can trigger booking cancellations for overlapping dates.
* Ticket updates are reflected in user-facing request history.
* Attachment save-to-profile creates entries under the user documents area.

## If something does not work

* Queue not visible: verify Civitas processing permission.
* Cannot change processing controls: check role scope and current ticket state.
* Save-to-profile not available: only processor roles can use this option.

## Screenshot Checklist (GitBook Publishing)

* [ ] Capture Organization tab with queue filters.
* [ ] Capture ticket detail with processing controls.
* [ ] Capture comments + attachments section after update.
* [ ] Capture a processed ticket status badge in queue.
* [ ] Redact personal names, emails, and document links.

## Screenshot Placeholders

* `TG-CIVITAS-PROCESS-01-context`: Civitas organization queue with filters.
* `TG-CIVITAS-PROCESS-02-action`: Ticket details with processing controls.
* `TG-CIVITAS-PROCESS-03-comments`: Comment and attachment updates.
* `TG-CIVITAS-PROCESS-04-result`: Queue row with updated status.


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