Regulated requests are the requests, complaints and claims that the law requires to be handled within a time limit and with an official number. In MyZapp, each request is a Service Desk ticket together with a regulatory record. The rules of a country come from a country model: nothing is hard-coded.
These screens are reserved for administrators and the Regulated requests managers group.
1. Import a country model
Menu Requests and complaints âș Country models, Import button: choose the model's JSON file (1 MB max).
- Each import creates a version that will never be modified. A request keeps the version in force on the day it was received: a change in the law does not affect requests already received.
- A file identical to the latest version creates nothing.
- If the file contains an error, nothing is imported and the list of errors shows the element concerned.
A model's page shows its request types, their time limits, extensions, requests for additional information, transfers and appeals, and the legal texts they refer to. The Export button downloads a version.
Simulate a deadline
At the bottom of a model's page, choose a type, an entity (for its calendar) and a receipt date, then Calculate: the legal deadline is displayed with the non-working days skipped. This is how to check a model before putting it into service.
2. Create an entity
Menu Requests and complaints âș Entities, Add button. An entity is the body that receives the requests (a public administration, a company in a group). A single installation can hold several.
| Field | Purpose |
|---|---|
| Code | Short code, usable in the official number. It no longer changes after the first request. |
| Name | Displayed name. |
| Working calendar | Holidays and time zone used to calculate time limits. Empty: the default calendar. |
| Ticket category and group | Where the tickets created for requests arrive. |
| Entity managers | They receive the entity's alerts (deadlines, ticket closed without an answer). |
| Group for restricted-access requests | Only its members read requests of restricted-access types (whistleblowing reports) and their tickets â not the other agents, the managers or the administrators. Without a group, these types cannot be filed. |
3. Define the numbering
On the entity's page, Numbering series section, add at least one series.
- Generated by the module: the number follows the format, for example
{prefix}-{year}-{seq:6}givesRAD-2026-000042. Tokens:{prefix},{entity}(entity code),{series},{year},{seq}or{seq:6}(6 digits),{check}(check digit, with the Luhn check). Year and sequence are required. The sequence restarts at 1 every year and never has gaps. - Provided by an external system: the official number is assigned by other software (document management, single registry desk) and entered when filing.
A series already in use keeps its code, prefix, format and source. The default series is used when none is specified.
4. Activate the entity's models
Active country models section: Activate button next to each model to apply. An entity can activate several (for example a national law and a sector model).
The list of entities shows the number of requests received over the last 12 months.
5. Open the filing channels
On the entity page, Filing channels card:
- Public form open: people without an account submit their requests at the address shown (
/regulated-requests/public/followed by the entity code), anonymously too for types that allow it. First enter the (https) address of the entity's privacy policy: the form links to it for consent. - Additional form: a published dynamic form, added to the public form â entity-specific fields, attachments.
- Mailbox: a MailInbox mailbox whose handler is âRegulatedRequestsâ. Each email received becomes a request of the chosen type; the acknowledgment of receipt goes to the sender, and their reply to it reaches the request's ticket.
When the public form is open, the assistant can also help a visitor choose the type of request and submit it on their behalf (never anonymously).
6. Having answers approved or signed
On the entity page, Answer workflow card:
- Approval (Workflow process): choose a published Workflow process; every answer is submitted to it before it goes out. For a restricted-access request the process does not receive the text: its approvers must be members of the designated group to read it on the request page.
- Have answers signed electronically: enter the signer (name and email); they receive the invitation of the electronic signature provider (configured by an administrator on the Electronic signature screen). The requester receives the signed copy.
Both can be combined: approval, then signature. The legal deadline keeps running during the workflow.