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

# Request access

> Let a call centre open one record of another unit, with a reason, for four hours. The unit's manager is told, and every request is kept.

Sometimes a person must see one record of another unit right now, for example while the customer is on the line.
**Request access** opens that one record, for four hours, with a written reason. The unit's manager is told, and
the request is kept for review. Health systems call this "break the glass".

## Before you start

You need the owner's account to turn it on for a role. The person who asks needs a business role with the switch on.

## Turning it on for a role

**1. Open the role**

Go to **Settings → Team and roles**. Under **Business roles**, press **Edit** next to the role, for example a
call centre role. Or press **New role** to make one.

**2. Turn on the switch**

Turn on **May request access to other units** at the bottom of the role, and save.

**3. Give the role to the people**

Give that role to the call centre people in the team list.

![The role editor with the switch May request access to other units](https://mintcdn.com/wing-up/DHo8Bt5FFhLuKa78/images/units/role-editor.png?fit=max\&auto=format\&n=DHo8Bt5FFhLuKa78\&q=85\&s=91fb2b7f5ad6305c0d40a6afb66f694a)

A business role with May request access to other units turned on.

## Opening a record

When a person opens a record of a unit they are not in, they see a **Locked record** page: the kind of record and
its unit, never its title or content.

![The Locked record page: this belongs to another unit, Tel Aviv](https://mintcdn.com/wing-up/DHo8Bt5FFhLuKa78/images/units/locked-record.png?fit=max\&auto=format\&n=DHo8Bt5FFhLuKa78\&q=85\&s=096348935e50b13470922905936c5784)

A record of Tel Aviv, opened by a person in Haifa.

**1. Press Request access**

The page says what will happen before it happens: you see this record only, for 4 hours, the unit's manager is
told, and the request is kept with your reason.

**2. Write the reason**

Under **Why do you need it?**, write at least 10 characters (up to 300). For example: *the customer is on the
line about this complaint*.

**3. Open it**

Press **Open with this reason**. The record opens. After 4 hours it closes again by itself.

![The request access form with a reason written in it](https://mintcdn.com/wing-up/DHo8Bt5FFhLuKa78/images/units/request-access.png?fit=max\&auto=format\&n=DHo8Bt5FFhLuKa78\&q=85\&s=46a0b56eca654d18f153b3cbfcb5f185)

The request, with its reason, before it is sent.

## What happens after

* **That one record only.** The person does not see anything else of the unit.
* **The manager is told.** The unit's manager gets a high-priority task in the unit's queue: who opened which
  record, why, and until when. A unit with no manager sends it to the owner.
* **It is kept.** The request is listed under **Access requests** on the structure page, with the person, the
  record's unit, the reason and the time it closes.

Without the switch on their role, a person sees only which unit the record belongs to, and is told to ask its
manager. The owner sees every record and never needs to ask.

## Contact support

Write to [wingy@wingup.ai](mailto:wingy@wingup.ai).


## Related topics

- [Who sees what](https://docs.wingup.ai/team/units-who-sees-what.md)
- [Setting up the structure](https://docs.wingup.ai/team/units-setup.md)
- [Organisation structure](https://docs.wingup.ai/team/organisation-structure.md)
- [When WingUp staff enter your account](https://docs.wingup.ai/account/wingup-staff-access.md)
- [The agent in a unit](https://docs.wingup.ai/team/units-agent.md)


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