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Destination paths below use the grouped project navigation.
This page shows Company users and MSP staff how to answer a question, record a decision, or complete a request that is assigned to you in a project. You do not need permission to edit the whole project.

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Before you start

  • You need access to the project.
  • The item must be Pending and assigned to your signed-in user.
  • Company users must also be able to see the shared item. The portal checks again when you submit.
  • If an item is missing or assigned to the wrong person, ask your MSP to fix it. Company administrators cannot give themselves project access.

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Find the request

1

Open the project

In Projects, find the project and click it. Check the company and project name.
2

Choose the list

Click Collaboration, then Decisions or Action Items. Decisions holds approvals, questions, access requests, scheduling confirmations, and decisions. Action Items holds work to complete. The actions waiting button in the page header opens Decisions first when decisions are pending, and Action Items otherwise. Its count covers both lists, not only your items.
3

Narrow the list

Above the list, click Pending (in Action Items it is Open) to see only unfinished items. Click All to see everything, including cancelled items. Each choice shows a count. Pending items come first, with urgent and earlier-due items at the top.
4

Open the item

Click the item to read its description, type, assignees, and due date.
The counts apply to the list you are in, not to both lists together.

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Respond and confirm

1

Open your response dialog

Click the action button at the top of your assigned pending item, such as Approve or Answer. Read the title and description again.
2

Enter the response where offered

Questions need an answer. Decisions have optional response text. The other types ask you to confirm. There is no way to attach files or send credentials here.
3

Confirm or cancel

Click the dialog’s action button to save. Cancel closes the dialog and clears your draft. Wait while Submitting… shows.
4

Check the result

The dialog closes and the project refreshes. The item shows Done. Click Done above the list to find it, then open it to see the response, the time, and who completed it.
Provide Access and Schedule record completion of the request. They do not grant permissions, exchange passwords, or create a calendar meeting. Complete also does not automatically finish a linked PSA ticket or the whole project. The reverse can happen: your MSP can set an action item to complete when its related ticket closes. It then appears under Completed with the completion date, without anyone selecting Complete.

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Shared assignments and corrections

When several people are assigned, any one of them can complete the item, and it is then complete for everyone. It is not a vote from each person. If someone else finished it first, check the result before you do anything else. The response dialog has no Reject button. Do not approve something you do not accept. Contact your MSP to explain. You cannot reopen or change a completed response, so ask your MSP to correct it. For a new support issue, use the Home AI Assistant, review the proposed ticket, and confirm before you submit.

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Troubleshooting

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Frequently asked questions

It shows only on a pending item assigned to your signed-in user. Ask your MSP to check the assignment and your access.
No. One person’s response completes the item for everyone. Use separate items when each person must approve.
No. Both only confirm that you already did the work. Arrange the access or scheduling with your MSP first.
Click Done instead of Pending or Open, then open the item. It shows the saved response and completion details.
No. The dialog has only the confirm button and Cancel. Ask your MSP about a disagreement or correction.
No. It records completion of the project item only. A linked ticket or phase keeps its own status.