Requestor Contact

A contact is the reusable record for one person who files requests. It holds their identity and language, their fee category and verification, their active-request limits, and any frivolous-or-vexatious determination — all of which follow the person across every request they file. Open a contact from the Requestors tab of the Contacts workspace, or from a report deep link; the detail panel is a read-oriented drill-in that layers over whatever you were doing.

(screenshot placeholder — capture: the contact editor showing the Identity, Requestor category, Affiliation, and Flow control sections)

Adding or Editing a Contact

1. On the Requestors tab, click Add requestor (or the pencil icon on a row to edit).
2. Fill in the Identity section: display name (required), given and surname, salutation, contact category, primary email, alternate emails (one per line), phone, mailing address, and preferred language.
3. In Requestor category, set the fee/verification category; if you have confirmed it, turn on Category verified and record verification notes.
4. In Affiliation, pick the institution the person belongs to and their role there, plus any notes.
5. Configure Flow control and Frivolous & vexatious as described below.
6. Click Save.

Fee Category and Verification

The Requestor category sets the fee/verification category used in volume reporting. Turn on Category verified only once you have confirmed the requestor's category, and record why in the verification notes.

Active-Request Limits (Flow Control)

The Flow control section caps how many requests this contact may have active at once:

• Limit mode is a tri-state: Inherit (use the tenant default from Settings), Custom (set your own number), or None (no cap).
• When you choose Custom, enter the limit value and a hold reason — the clock-pause extension reason that provides the legal basis for pausing over-cap requests.
• Choose an activation policy: Immediate (the system auto-activates the next held request when a slot frees up) or Manual (a coordinator releases them from the Intake queue).

A request must also clear the institution's cap before it activates. When you raise a limit on save, any held requests that now fit are auto-released and a confirmation tells you how many.

Frivolous and Vexatious

In the Frivolous & vexatious section, turn on the flag and record the legal basis (a Legal Authority choice), one or more configurable grounds, and notes. The determination is about the requestor, so it surfaces on the contact card and can be filtered in the list; it does not by itself block requests. When a contact is flagged, the detail panel shows a severe-warning banner with the legal basis, determination date, and notes.

Institution and History

The detail panel's Institution & history section shows the current institution (with an Open institution button) plus a timeline of past affiliations. Managers get a Change institution control that closes the prior period and opens a new one. The Activity section rolls up total, active, held, and closed request counts and the effective active-request limit (noting when it comes from the tenant default), and the Requests list pages through the contact's requests — click one to open it.

(screenshot placeholder — capture: the read-oriented contact details panel showing Identity, Institution & history, the Activity counts, and the Requests list)

Merging a Duplicate Contact

When you open a contact whose email or name matches another, a possible duplicate banner appears at the top of the card as a shortcut into merge. Merging moves all requests and history onto the survivor and leaves a tombstone so old links still resolve. You can also scan for duplicates in bulk from the Contacts workspace.