> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/access-request-workflow-template.md).

# Access Request Workflow Template

## Use Case Overview

This workflow lets an individual request access to a secured space and receive approval from the appropriate approver.

Cardholders requesting access must already be registered in the Command Centre.

## Prerequisites Configuration

Before configuring this template, ensure the required system entities, such as lists or approver groups, are already set up. This includes pre-configuring the following elements:

{% stepper %}
{% step %}

### [Command Centre Access Group List](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/access-groups-list.md)

Import the Access Group list from the Command Centre and configure it with the desired areas available for requests.
{% endstep %}

{% step %}

### [Command Centre PDF List](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/pdf-list.md)

Import the Personal Data Fields list from Command Centre. This lets AccessNow use cardholder details in the workflow. For example, it can look up the requester's cardholder record and display relevant details to the requester or approvers.

{% hint style="info" %}
You only need to import the Command Centre PDF List once. If you already imported it for another workflow, you can skip this step.
{% endhint %}
{% endstep %}

{% step %}

### [Approver Groups](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/approver-groups.md)

Approver Groups are collections of individuals who review requests and approve or deny them. They must be configured before use in a workflow. You can assign different Approver Groups to each Access Group. Create a Default Approver Group as a fallback when no group is assigned to an access group.
{% endstep %}

{% step %}

### [Access Groups & Approver Groups linking](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/access-groups-list/assigning-approvers-to-access-groups.md)

Each Command Centre Access Group has an assigned approver group. This ensures that responsible individuals approve each area. Configure the approver-group assignments for the access groups.
{% endstep %}

{% step %}

### [Notification Email Templates](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/email-templates.md)

The workflow automatically sends notification emails at configured points, such as notifying approvers when an approval task is created or informing a requester when a request is completed. Email templates for these notifications should be predefined. Some templates are workflow-specific, while others are reusable. The emails use variables to personalise the content and ensure tailored messages.
{% endstep %}

{% step %}

### [Create a New Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/creating-a-new-workflow.md)

To create a workflow from a template, first manually create an empty workflow.
{% endstep %}

{% step %}

### [Import a Template](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/importing-workflows.md)

Download the template you want to customize. Then import it into the empty workflow you created earlier.

After importing the workflow, steps and fields that need configuration appear in red. They also appear in the validation messages. Follow the instructions below to configure them.

<figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FlwLQE4OiAGJHAS68wVIP%2Fimage.png?alt=media&amp;token=e7999e4f-3add-4b7e-a033-eb5674c989ef" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Step configuration: *Data Initialisation*

Open the workflow in [edit mode](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/editing-a-workflow-version.md) and find the [Data Initialisation step](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/data-initialisation-step.md). This step configures all necessary fields and values required for the workflow before the process runs.

{% hint style="info" %}
The Data Initialisation step is where you link the workflow template to the prerequisite elements you configured in the previous steps. Learn more about [Data Initialisation step configuration](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/data-initialisation-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FRXB1nMxreayrj45vlgNA%2FScreenshot%202026-02-20%20at%2013.29.27%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=bf46ea28-73d3-45ae-b044-70613cbdb123" alt="" width="277"><figcaption></figcaption></figure></div>

#### Data Setup tab

**Click** on the step. It displays the step's configuration in the side panel.

Open the step's **Data Setup** tab. Steps and fields that need configuration appear in red. They also appear in the validation messages. Use the table below to configure the required fields. Remember to **Save** your changes.

{% hint style="warning" %}
To learn how to reference the **Command Centre PDF IDs** in AccessNow, follow these instructions: [Command Centre PDF IDs](broken://pages/Q8ZBe78gUpYN1tmHXtbV)
{% endhint %}

<table><thead><tr><th>Field Name</th><th width="131.748779296875">Value type</th><th>Value</th></tr></thead><tbody><tr><td>AreaAccessList</td><td>List</td><td>Select the list containing the imported Command Centre Access Groups.</td></tr><tr><td>DefaultApproverGroups</td><td>Group</td><td>Choose the default approver group for this type of request.</td></tr><tr><td>UniqueUserPdf</td><td>Select Command Centre PDF List</td><td>Select the PDF that uniquely identifies the cardholder in AccessNow and Command Centre, such as <em>Email</em>.</td></tr><tr><td>ReadPDFsFromCC</td><td>Select Command Centre PDF List</td><td>Select the PDF that references cardholder information visible to approvers, such as <em>Department</em>, <em>Phone</em>, <em>Role</em>, or <em>Cardholder Photo, etc.</em></td></tr><tr><td>NotifyApproverEmail</td><td>Email Template</td><td>Select the notification email template to send to an Approver Group when an approval request is created.</td></tr><tr><td>RequestCompletedEmail</td><td>Email Template</td><td>Choose the notification email template to send to the requester when a request is completed.</td></tr><tr><td>RequestFailedEmail</td><td>Email Template</td><td>Select the email template for notifying users when a request fails due to a system error.</td></tr><tr><td>RequestRejectedEmail</td><td>Email Template</td><td>Choose the notification email template to send to the requester when a request is rejected by the approvers.</td></tr></tbody></table>

Remember to **Save** your changes.
{% endstep %}

{% step %}

### Step configuration: *New Access Request*

The purpose of this step is to gather request details from the requester using a preconfigured input form. While the form is already preconfigured, the data source for the AccessGroup list still needs to be configured.

{% hint style="info" %}
Learn more about the [Input Step configuration](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/input-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F2Gmk5CwvyXkRaBH4qJWZ%2FScreenshot%202026-02-20%20at%2013.29.27%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=2e04b8f9-b79c-4840-b55c-7ec0e3062637" alt="" width="277"><figcaption></figcaption></figure></div>

#### Form Fields tab > Areas you require access to > Data Source

**Click** the step. Its configuration appears in the side panel.

Open the step's **Form Fields** tab.

Find the field named **Areas you require access to**.

Select the **Data Source** section. Open the **List Reference** drop-down. Choose the **Access Groups** list imported from Command Centre.

Remember to **Save** your changes.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F5UWnKmdKxyaP4WFStxZG%2Fimage.png?alt=media&amp;token=e2a72ab2-1366-428f-9d4a-4a2c5a5b335c" alt="" width="440"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### *Step configuration: Find Cardholder record*

This step locates the requester's cardholder record in Command Centre using the unique ID (*UniqueUserPdfForRequester*) provided during the *Data Initialisation* step. It can also retrieve additional cardholder information, such as *Department*, *Phone*, *Role*, or *Date of Birth*, when available in Command Centre. The template supports up to four PDFs. This information then appears for the approver.

{% hint style="info" %}
Learn more about the [Process Step configuration](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FPfOxCTnZg3GdWOZszZVx%2FScreenshot%202026-02-20%20at%2013.29.27%20%E2%80%93%20ScreenClip%20(2).png?alt=media&amp;token=23f669cf-6a6b-4801-87cd-b99d10afbe3d" alt="" width="277"><figcaption></figcaption></figure></div>

#### Process tab > Output Map parameters

**Click** the step. Its configuration appears in the side panel.

Open the step's **Process > Output Map** tab.

In the Data Initialisation step, you selected the Personal Data Fields (PDFs) to look up in Command Centre and display in AccessNow. This process step retrieves those fields.

Configure the **labels** for the Command Centre PDFs. Use the expected Command Centre label names. Add them as parameters under **Process > Output Map**, as shown below.

Output Map fields **before configuration**:

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F0eHTn0iAppdLivHyPCor%2Fimage.png?alt=media&amp;token=2217b9e9-c606-4f5f-91b3-77e8584d332b" alt=""><figcaption></figcaption></figure></div>

Output Map fields **after configuration**. In this example, two unused fields were deleted. **Save** your changes.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FOpfTAB1Ca8nd9Cjin2Gp%2Fimage.png?alt=media&amp;token=9991fa33-81e6-4e8a-92ad-4fa57ab0d3c6" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Step configuration: *Approval for Access Request*

This step creates an approval task for the relevant approver group.

{% hint style="info" %}
Learn more about this type of step in the [Process Task Step section](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-task-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FRzwqEqxDRrZaiQClZqpE%2FScreenshot%202026-02-20%20at%2015.36.00%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=78090b4c-752b-4350-85b7-76a95fe544db" alt="" width="305"><figcaption></figcaption></figure></div>

#### Input Fields tab > Requester Details

The **Requester Details** use the *UserCard* control to display user information, as shown below.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F0LDjLfuavsk99uZXmnzT%2FScreenshot%202026-08-27%20at%2016.18.13%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=8f846fb4-5f30-4ff2-9ac3-8c59ae66a612" alt="" width="563"><figcaption></figcaption></figure></div>

Go to **Input Fields > Requester Details > UserCard Details**.

The UserCard is an interface element designed to display user details. Its configuration includes definitions for the data to be displayed, such as **First Name** and **Last Name**, which are selected and configured by default.

You can configure the additional **CardholderPdf\_1**, **CardholderPdf\_2**, **CardholderPdf\_3**, and **CardholderPdf\_4** fields, as shown below.

Configure these fields based on the information you want to display. Select the fields in the *Data Initialisation* and *Find Requester in Command Centre* steps. For example, **Field3** was cleared because it was not used.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FpOSB3pF4SUFez8fjrBNX%2FScreenshot%202026-08-27%20at%2016.26.45%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=848e9c99-4af6-4fe3-863f-65f245c4c29e" alt=""><figcaption></figcaption></figure></div>

In this example, the workflow retrieves **Photo**, **Role**, and **User ID** details from Command Centre.

To complete the configuration, choose labels for the cardholder information retrieved from Command Centre and shown to the approver. See the example below.

{% hint style="info" %}
To use the current Command Centre cardholder photo, select the **Photo** box. Then select the *CardholderPdf* variable assigned in the **Find Cardholder** workflow step.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F1PFIFvklXeddwci0TYcx%2FScreenshot%202026-08-27%20at%2016.46.17%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=76f75032-2a67-4b9b-9504-6d08d3a692eb" alt=""><figcaption></figcaption></figure></div>

{% hint style="info" %}
If your workflow has multiple Approval steps or needs information about other cardholders, repeat these steps for each Approval step or UserCard. This applies to requests made on another person's behalf.
{% endhint %}

Remember to **Save** your changes.

#### Email tab > Contact Email Template

Requesters can contact the approver group by selecting the **Contact our team** link. They can enter a custom message and send it to the approval team. This requires an email template for messages sent to approvers.

<figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FvFehacAlRNrCGvl2DSGe%2FScreenshot%202026-02-20%20at%2015.44.09%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=1de81e05-6769-4989-977b-1787b4ae1188" alt=""><figcaption></figcaption></figure>

To configure the email template, open the **Email** tab. From the **Contact Email Template** drop-down, select the template used when a requester contacts the approval team.

Remember to **Save** your changes.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2Faz9QyWaI3I75V2M0webn%2FScreenshot%202026-02-20%20at%2015.52.26%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=8454b448-343d-4f69-b270-293a4ffd0fa9" alt="" width="329"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### [Test the Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/testing-a-workflow-version.md)

It is recommended to test the workflow before publishing it for use by the system's end users.
{% endstep %}

{% step %}

### [Publish the Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/publishing-a-workflow-version.md)

After testing and being satisfied with the results, publish the workflow to make it available for system users to make requests.
{% endstep %}
{% endstepper %}

{% hint style="info" %}

### *Parent Complete* Workflow Branch

When a user requests access to multiple areas, the system creates a parent request and a child request for each area. The parent request does not appear in the user interface. Child requests appear as individual items.

The **Parent Complete** branch marks the parent request as complete after all child requests finish. Configure the Parent Complete action in the **Approval** step. It moves the parent request to the final process step and completes the grouped request.
{% endhint %}

{% hint style="info" %}

#### Make the Until Date field optional

1. Open the access request workflow and find the **New Access Request** Input step.
2. On the **Actions** tab, find the **Submit** action and its conditions (see the screenshot below).&#x20;
3. Remove the condition that requires an Until Date value.
4. Save the workflow. The requester can now submit the form without an Until Date.
   {% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FPZBewiqa9cM5NYI20JK9%2Fimage.png?alt=media&amp;token=631b319d-56a7-4c15-81ce-784013847180" alt=""><figcaption></figcaption></figure></div>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/access-request-workflow-template.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.