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Waiting for Approval

This page explains what happens between the moment you click Request to access and the moment you can chat with a knowledge base.

The full lifecycle​

Step by step​

  1. Submission. You submit the request from /create-join-request. See Request Access.
  2. Notification email. Genie immediately sends an email to the KB creator (To) and every additional administrator (CC). The email contains:
    • Your name and email
    • Your optional message
    • A Review Request button that opens /user-requests for them
  3. Admin review. The admin opens /user-requests and sees your request in the pending state. They can:
    • Approve — your OID is added to the KB's assigned_user_oids list and the change takes effect immediately.
    • Reject — no access is granted.
  4. Outcome email. You receive an email with the verdict.
  5. Status update. Your My Requests page shows the new status (you need to refresh to see it).

How long does this take?​

There is no SLA. It depends entirely on how often the administrator checks their requests. The notification email is the main trigger — admins typically act within a business day, but it can be longer if the admin is on leave.

If you need urgent access:

  • Send a follow-up email to the administrator directly (their address was shown to you when you submitted).
  • If there are other administrators on the same KB, they can also approve — admins are CC'd on the original email and any of them can act.

What if I'm approved but still can't see the KB?​

  • Hard-refresh your browser (Ctrl+Shift+R / Cmd+Shift+R) once. The KB list is fetched fresh on page load.
  • Sign out and back in if a refresh isn't enough — your access token already in memory may not have the new permissions reflected yet.
  • If both fail, contact Support with the approval email forwarded.

What if I'm rejected and disagree?​

The rejection email tells you the request was declined but does not include a written reason — the current UI does not offer admins a free-text field on reject. If you believe the decision was made in error:

  • Email the administrator directly to discuss
  • If needed, escalate to your line manager who can request access on your behalf via the standard IT access request process

There is no in-app appeal flow.

Can I resubmit after rejection?​

The admin needs to delete the rejected request record first before you can submit again for the same KB. Once they do, the My Requests entry disappears and you can use /create-join-request again.