---
title: Understanding Re-Routed PTO Requests
description: For customers using the PTO module with requests sent to direct managers for approval, if a direct manager position is vacant or the manager is not an active user in Built, the PTO request is routed to the next person up the chain of command who is an active user.
---
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3. [PTO Requests](https://go.builtapp.com/pto?hsLang=en#pto-requests)
# Understanding Re-Routed PTO Requests
## For customers of our PTO module.
If your organization chooses to have PTO requests sent to direct managers for approval, there may be situations in which a request cannot be sent to a person's direct manager.
For example, if a person's manager is no longer with the company and the position has not yet been filled, their time off request will then be sent to the next person up the chain of command until the direct manager position is filled.
Another scenario that might lead to a request being automatically re-routed is if the direct manager is not yet an active user in Built, meaning they have not logged in to Built yet. If the manager is not yet an active user, there is no way for the system to send that person an approval request. Therefore, the request would sit unanswered until the manager has logged in and activated their user account. In this scenario, the request would again be routed to the next person up the chain of command who is an active user.
*Note: If the system is unable to find an active user up the chain of command, the request will be routed to an administrator to handle accordingly. These parameters have been put in place to ensure that requests don’t go unanswered or sit for an unknown amount of time due to a lack of login or a vacant position in the organization.*
Please contact our Customer Success Team for additional assistance.
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