Unblock Requests

In this guide, we'll walk you through the Unblock Requests feature, including how to set it up, and how to use it.

Quick Navigation

Overview | Managing Requests | Notifications

Using Unblock Requests is simple: end users click 'Request Access to Page' on a blocked site, which notifies admins via the Portal and customizable email alerts. Each request includes essential context—such as the blocked URL and user details—allowing admins to quickly assess and decide on access. Once approved or denied, users receive immediate taskbar notifications, enhancing the resolution process.

Unblock Request Overview

By default, all Endpoint Filtering pages include an option that allows end users to request access to blocked content. Administrators can control the availability of this feature at both the Group and Endpoint permission levels by utilizing the "Hide Unblock Request" checkbox.

Workflow

Step 1: The user selects the 'Request Access to Page' option on the blocked website.

Optional: The user has the opportunity to provide a reason for their access request.

Step 2: Notifications are sent to the Portal and any designated email addresses.

Step 3: Request is processed in the Portal

Step 4: The user receives a notification regarding the decision made on their request.

Option: The request can be ignored without sending a notification to the user.

Managing Requests

Users who have Configuration permissions (Global or Customer) have the authority to manage and process Unblock Requests. When handling a request, they can take one of two primary actions:

Allow: They can add the requested website to either the Customer-specific Policy or the Global Policy, which applies to all Customers.

Important: Approving a request alters policy by adding the requested website to the Policy's Websites configuration, allowing it to bypass all Security and Malicious Web Filtering protocols.

Deny: Users can choose to either disregard the request without sending a notification to the user or formally deny the request while informing the user of their decision.

Furthermore, users have access to several additional actions prior to processing the request:

Smart Logs: This feature enables users to review the 5-15 seconds of activity before and after the block page, offering valuable context for understanding why the block occurred. This capability is especially beneficial for evaluating requests related to lesser-known websites, as it sheds light on the user's behavior leading up to the block.

Report Miscategorization: Users can easily submit a request to reclassify a block if they believe it to be a false positive.

- See: Reporting Website Miscategorization

View Policy: This option provides users with insights into the policy configuration, enabling them to identify the specific criteria that triggered the block.

Notifications

Individual User Notifications

Users with Configuration permissions (Global or Customer) can enable or disable individual email notifications for their accounts.

Important: Unblock Requests notifications are ON by default.
Access: Manage these settings on your Portal Account Preferences Page.

Global Notifications

Users with Global Configuration permission can set up a "Global Notifications" option on their Account page. This feature allows a single email address to receive notifications, directing them to a ticketing or support desk.

Note: Individual email notifications will still be sent unless turned off.
Access: Set up on your Portal Account Preferences Page