Menu Requests and complaints › Regulated requests. Available to regulated request agents, their managers and administrators.
The list
Each row gives the official number (filing number), the type, the subject, the entity, the receipt date, the legal deadline, the legal status and the ticket. The deadline turns orange when less than 3 days remain and red once it has passed.
Filters: entity, legal status, and a search on the official number, the subject or the ticket number (case and accents ignored).
A request's page
- Regulatory record: type, entity, model and version applied, channel, receipt date (starting point of the time limit) and registration date, legal deadline, ticket.
- Deadline calculation: starting point, time limit and its unit, calendar used, non-working days skipped, any suspension. The calculation is redone at each display from these data alone; the Replayed identically badge confirms it. If the calendar has changed since (a holiday added), a notice says so and gives the deadline the current calendar would produce: the request's legal deadline itself does not change.
- Legal history: receipt and number assignment, ticket creation, ticket status changes.
- Requester: their account, or their identity if they have none (name, identity document, email, phone, address), the chosen answer channel, the language of the request; "Anonymous request" if it is one; the agent who received an oral request.
- Documents: the requester's documents, scanned documents, acknowledgment of receipt and record of oral request, to download; the date the acknowledgment was sent to the requester.
The handling itself (assignment, exchanges, notes) takes place in the ticket. The ticket page shows a Regulated request panel at the top with the official number, the legal status and the deadline.
Closing the ticket does not answer the request
A request is answered only by a formal answer. If its ticket is resolved or closed before that, the request remains open: its time limit keeps running. The page and the list show Ticket closed without a formal answer and the entity's managers are notified. If the ticket is reopened, the mark disappears.
When tickets are merged, each request keeps its number, deadline and status: one ticket can carry several requests, and each one awaits its own answer. The ticket page panel lists them all.
Request without a ticket
If the Service Desk could not create the ticket, the request and its number are kept, its time limit is already running, and the page shows No ticket with the reason. The entity's managers are notified. A new attempt is made automatically; the Create the ticket button creates it right away.
Requests to watch
A banner at the top of the list counts the requests without a ticket and the tickets closed without a formal answer; clicking shows the matching queue. The two filter checkboxes do the same.
The legal actions of the request page (formal answer, extension, transfer…) are described in the page Handling a request: time limits, answer and alerts.