Managing Requests in Trustero

Accessing the Requests Feature

The Trustero Requests feature is available in both Continuous Compliance mode or in an audit view, where it is normally used to manage incoming requests from Auditors related to an open audit.

• If you have an open audit you'd like to associate with the request, first select the audit from the upper left corner dropdown list

• From the Features menu, navigate to Compliance > Requests page

Adding and Reviewing Requests

Users can submit requests in two ways:

• Add Manually – Input individual documents or clarification requests
• Upload a Spreadsheet – Bulk upload multiple evidence requests at once
  

Request Types

• Request for Evidence
  • Request evidence associated with one or more controls.
  • This request type automatically enables Suggested Evidence search to identify matching evidence already available in your repository.
  • Uploaded evidence is automatically linked to the selected controls.

• Request for Information
  • Request general information or supporting documents.
  • Documents attached to these requests are provided for reference only and are not stored as evidence.
• Request for Action
  • Create general-purpose action requests for remediation or operational follow-up.
  • Attached documents are for reference only and are not saved as evidence.
• Request for Vendor Attestation
  • Request vendor attestation documents and automatically associate them with the selected vendor within Trustero.

• Request for Policy Document
  • Request policy documentation and automatically attach uploaded documents to the selected policy record.

Findings and Recommendations

• Requests generated from failed control tests or design assessments automatically include findings and recommendations from the associated assessment.
• Findings and recommendations can also be added manually during request creation.

Assigning Request Owners

• Assign internal owners (PMs, department leads, or control owners) to each request
• Make sure internal teams know where to find and respond to requests
  
  

Responding to Requests

• Open a request and upload supporting documents under the Evidence or Documents tab
• Use the Controls tab to verify or adjust control linkage
• Use the Vendors tab to verify or adjust vendor linkage
• Use the Policy tab to verify or adjust policy linkage
• Use the comments tab to respond to the request conversation
• Inside the comments tab, you can use the @ symbol to tag someone in your organization 
• Change the request status from Open to Ready when your response is complete

Automated Alerts

Emails notifying of changes to a request of are sent from Trustero to:

1. Users who upload requests
2. Request assignees
3. Users mentioned in a request