Darwaza
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Support · Knowledge base

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Browse guides, troubleshoot issues, and get in touch with the right team — everything you need to make the most of Darwaza.

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Popular: Submit a service request Reset MFA Approval routing Upload attachments Switch theme
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Find an answer by category

Getting started

First-day essentials — sign in, complete your profile, customise your dashboard, and learn the navigation basics.

12 articles

Service requests

Raise IT, HR, finance, and facilities tickets, attach supporting documents, and track them through to resolution.

18 articles

Approvals & workflows

Understand routing rules, delegate while on leave, recall a submitted request, and read approval audit trails.

9 articles

Security & access

Manage MFA, recover account access, set device trust, and report suspicious sign-in activity.

11 articles

Reports & analytics

Build saved views, export request data, schedule recurring digests, and share dashboards with your team.

7 articles

Account & preferences

Update contact details, manage notification channels, change language, and configure dark or light mode.

8 articles
Frequently asked

Quick answers to common questions

01 How do I submit a new service request?
Open Service Desk → New Service Request from the top navigation. Choose the category that best fits your need, fill in the required fields, attach any supporting files, and click Submit. Your request appears under My Requests and is automatically routed to the right approver.
02 Why can't I see an approval that was assigned to me?
Approvals only appear once previous steps in the workflow are complete. Check the request's timeline on the detail page — if an earlier approver has not yet acted, your step will activate automatically once they do. If you believe routing is incorrect, contact your line manager or open a ticket with the Workflow Admin team.
03 How do I delegate approvals while I'm on leave?
Open your profile menu and choose Out-of-office & delegation. Pick the date range, select a colleague at the same or higher grade, and confirm. Their inbox will receive your pending approvals automatically; the audit trail records the delegation.
04 My MFA device is lost — how can I sign in?
Click Trouble signing in? on the login screen and choose Lost my MFA device. You'll be guided through identity verification with the IT Service Desk. Recovery typically completes within fifteen minutes during business hours.
05 What file types and sizes can I attach to a request?
Most office formats are supported — PDF, DOCX, XLSX, PNG, JPG, and ZIP up to 25 MB per file (100 MB total per request). Executable formats and password-protected archives are blocked for security reasons.
06 Can I switch the portal language or theme?
Yes. Toggle between light and dark mode using the sun/moon icon in the header. Language preferences (English, Arabic) are managed under Profile → Preferences and apply across every screen instantly.

Service desk hotline

Available Sunday – Thursday, 7:30 to 17:30 GST. Critical incidents handled 24/7.

+968 24 000 100

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