Requests — asking a manager and deciding

Some actions in SightHub are not carried out the moment you press the button. They go to a manager first, and only happen when the manager says yes. Each one of these is a request, and the Requests page in the left-hand menu is where they all live.

Typical cases:

the front desk deletes an invoice that was opened by mistake;
an optician gives a discount that is bigger than their job title allows;
someone deletes a prescription or an exam;
someone without the right to close count sheets closes one.

(This is not the same as Appointment requests, which are bookings patients send in from outside.)

What sends something to Requests

You do this	What happens
Delete Invoice on an invoice	Always goes to a manager. You must give a reason.
Delete an Rx (the bin icon in the Rx list)	Goes to a manager. You must give a reason.
Delete an exam	Goes to a manager. You must give a reason.
Add a line, or change a line's discount, above your discount limit	You are offered Ask a manager.
Close a count sheet when you are not allowed to close count sheets yourself	Goes to a manager.

Deleting a single invoice line or a payment is different: it happens straight away, but it also asks for a reason. That reason is kept for the reports (see Where it is recorded below).

If you are the one asking

Deleting an invoice, an Rx or an exam

Press the delete button as usual.
A window asks for a Reason * — Why is it being deleted? It also says: A manager approves the deletion in Requests; until then it can't be changed. The window will not go on without a reason; if you leave it empty it says Please give a reason.
Press Send for approval.
A message confirms it: Sent to a manager for approval. You'll see it in Requests until it's decided.

From that moment the invoice, Rx or exam is frozen — nobody can change it until the manager decides. If you open it, you see Waiting for a manager to approve its deletion — it can't be changed until then. People who can approve still see it in the lists, with an amber Pending deletion tag.

An invoice can only be deleted when it is empty — no items, no payments and no lab ticket. The delete window says so.

A discount over your limit

Every job title has a limit on how much discount it may give, per type of item (see Value lists — Employee → Discounts). When you add a line or edit a line's discount above that limit, the invoice does not save it. Instead a window opens:

Title: Discount over your limit.
It tells you the limit in plain words, for example You can give up to $39.90 (10%) here; you asked for $80.00.
Reason * — Why does the patient get this discount?
Ask a manager sends it. Cancel drops it.

Nothing on the invoice changes yet. When the manager approves, the change you asked for is made — a new line is added with its discount, or the existing line gets the new discount. You can keep working on the invoice meanwhile.

If you already asked for the same thing, you get A discount request for this is already waiting for a manager.

Closing a count sheet

The Close confirmation on a count sheet warns: If you can't close count sheets yourself, it will be sent to a manager for approval. If it was sent, the sheet shows Waiting for manager approval — Closing this count sheet was sent to a manager. Scanning, notes and deletions are blocked until it's decided. — with who asked and when.

Following up — My requests

Open Requests and the My requests tab. Every request you have sent is there, newest decisions included:

the status — Waiting, Approved, Declined or Cancelled;
your reason;
Approved by … or Declined by …, the time, and the manager's note if they left one.

Click a request (or Details) to open it in a side panel on the right, the same panel managers use (see below). While a request is still Waiting, Withdraw — on the row or in the panel — takes it back. There is no "are you sure" — it is withdrawn at once and the object is free again. If nothing has been sent yet, the tab says You haven't asked for anything yet.

If you are the manager

Who can decide

You decide requests if you have the Manager Approve permissions for that store (set per employee and per store, in the employee's permissions), or if you are an admin. That block lists the kinds of request separately, from count sheets to discounts, so a manager may decide some kinds and not others — for example discounts but not count-sheet closings.

Only people who can decide see:

the To decide tab on the Requests page;
the number badge on Requests in the left-hand menu — how many requests are waiting.

Everyone else sees only My requests, and no badge.

Requests belong to a store. The page shows the requests of the store you are signed into — those made at its showcase and at its warehouses alike, whichever of them you are at. A request made at the warehouse is waiting for you at the showcase too: you decide it without switching to the warehouse. The line at the top of To decide says which kinds you decide — You decide: Invoice deletion, Discount. Switch store to see another store's requests. If you decide nothing at this store it says You don't approve any requests at this store.

Reading the list

To decide opens on the waiting requests; the tab label shows how many, e.g. To decide (3). The status filter on the right switches to Approved, Declined, Cancelled or All to look back. With nothing waiting it says Nothing is waiting for you.

Each row shows:

what kind of request it is — Invoice deletion, Rx deletion, Exam deletion, Discount, Close count sheet — and its status;
what it is about, for example Invoice 10234 from 10/02/2026 · patient …, or for a discount the line and discount 0 → 80;
Reason: what the employee wrote;
Asked by … and when.

Look before you decide — the side panel

Click a row (or Details) and a panel slides in from the right with the object itself, so you do not have to leave the page.

Request — store (the showcase or the warehouse where it was asked), who asked, when, the reason.
For a discount: an amber Discount asked for box with exactly what was asked (line, quantity, price, discount — old value → new value).
For an invoice deletion or a discount: the invoice — number, date, store, who sold it, insurance, finalized or not, all its lines (on a discount request the line being changed is highlighted), and the totals down to Due.
For an Rx: date, doctor, expiry dates, the glasses and contact lens values for each eye, and the Rx note.
For an exam: date, doctor, store and whether it is signed.
For a count sheet: brand, vendor, how many scanned of how many, and three lists — Not scanned yet — will be Missing, Exceptions and Scanned. Approving closes the sheet; items not scanned are marked Missing.

Open full page opens the real invoice, Rx, exam or count sheet in a new browser tab. If the panel cannot show the object, it says so and points you to the full page.

Approve or decline

Press Approve or Decline — on the row or at the bottom of the panel.
A short window confirms what you are deciding:
- Approve: The action runs now, in your name.
- Decline: Nothing is changed and the object is released.
Note (optional) — anything you want the employee to read, e.g. why you declined.
Press Approve or Decline in the window.

Approving really does the action: the invoice, Rx or exam is deleted, the discount is applied, the count sheet is closed. Declining unfreezes the object and the employee can carry on.

If two managers look at the same request, the second one gets Someone has already decided this request.

Where it is recorded

Nothing in this flow is silent.

The request itself stays in Requests with who asked, why, who decided, when and the note — filter All to see the history.
The Deleted Invoices and Deleted Exams reports show Requested By, Reason, Approved By and the Request # for every deletion. Clicking a deleted invoice opens its Invoice Audit Trail — every change to the invoice, its lines, payments, returns and requests, with old and new values and who did it.
The Deleted Invoice Lines report (Deleted Invoice Lines and Payments on the page) lists every invoice line and payment that was removed, with its reason; clicking a row also opens the audit trail.

See Doctor and admin reports.

Good to know

A frozen object is frozen for everyone, managers included. To change a pending invoice, decline the deletion first.
The reason matters. It is what the manager reads before deciding and what the reports show months later. "Mistake" is less useful than "duplicate of invoice 10233, opened twice at check-in".
Discount limits do not apply to people with the Approve Discount permission or to admins.
Store matters. A manager at one store does not see another store's requests until they switch store.
The badge counts only what you can decide. If you see no badge but colleagues say something is waiting, you may not have the Manager Approve permission for that kind of request at this store.