On a request's page, the Legal handling card groups the actions that have legal value. Day-to-day work (assignment, exchanges, notes) happens in the ticket. Each action is written to the legal history, recomputes the deadline when needed, and gives the requester the expected document: by email if they have an address or an account, and always on the Track a request page.
Answering
Formal answer: type the text. The PDF document includes the country model's mandatory mentions (appeal routes…). The answer goes through the channel chosen by the requester:
- email: the document is attached and the sending is time-stamped;
- postal mail or in person: once the letter is posted or handed over, use Record the sending (date and proof: registered mail number, delivery by hand).
In every case the answer is made available on the tracking page; the requester's first consultation is recorded. If the ticket carries several requests (after a merge), tick them to send a common answer: each one keeps its answer and its proof.
Approved or signed answers
If the entity has its answers approved or signed, the button becomes Submit the answer: the answer goes to the requester only at the end of the workflow, and the legal deadline keeps running meanwhile. The Answer in workflow card shows where it stands:
- Awaiting approval: the approver decides in Workflow or on the request page (Approve / Reject, a comment is required to reject). Once rejected, the answer comes back in the form with the reason: correct it and submit it again.
- Awaiting signature: the entity's signer receives the provider's invitation; once signed, the signed copy is what the requester receives. If the signature does not go through (declined, expired, provider unavailable), use Send for signature again; a manager can also Send without electronic signature, with a reason recorded in the history.
- Withdraw the answer cancels it, approval and signature included.
You receive an email at each step (approved, rejected, sent, signature to redo).
Drafting with AI
When AI is configured, the form offers Suggest a text (AI): if needed, state the decision to convey and the points to cover, then review and correct the suggested text before saving it. Mandatory mentions are added by the document. The answer keeps the “Drafted with AI” label. AI is never offered for a restricted-access request.
Managing the time limit
- Extend: before the deadline, with a reason. Leave the date empty to go to the model's maximum; a later date is refused. The requester receives the extension notice.
- Request more information: describe what is missing. The time limit stops and the requester receives the request with their deadline. On receipt, click Information received: depending on the model, the time limit resumes or starts again in full. Without an answer in time, the request is closed automatically by tacit withdrawal.
- Requalify: change the type; the new time limit runs from the original receipt.
Closing other than by answering
- Transfer to the competent organization, chosen from the Transfer recipients (a list kept by the managers): the requester and the recipient receive the notice. A late transfer is flagged.
- Withdrawal: the requester expressly gives up.
- Duplicate: if the model allows it, give the filing number of the original request.
The ticket can be neither resolved nor closed until the request has a formal answer, has been transferred or closed.
Appeals
After the answer, the Legal handling card offers Record an appeal for the appeals the country model opens (for instance reposición then apelación in Colombia):
- an appeal is filed within the model's time limit, counted from the answer (the last day is shown); enter the actual date of receipt of an appeal received by mail;
- an appeal that follows another one (apelación after reposición) can only be recorded once the first is decided;
- its answer deadline is computed and alerted like a request's;
- decided by an outside authority: Forward and inform the requester (date and reference), then record the authority's decision;
- Record the decision and inform the requester: upheld, partially upheld or rejected, with its text; the document reaches the requester like an answer.
Deadlines and alerts
- The Deadlines button of the request list shows upcoming and overdue deadlines, and requests at risk by entity, type and assignee.
- The entity's managers and the agent assigned to the ticket receive an alert before the deadline (5, 2 and 0 days, or 4 and 1 hours for a time limit in hours, adjustable on the entity page) and when it is exceeded.
- For a positive silence type (exceeding the deadline means acceptance), alerts start earlier and all managers are notified from the day of the deadline.
Restricted-access requests
A request of a restricted-access type (whistleblowing report) carries the Restricted access badge: only members of the group designated by the entity read it and its ticket, administrators included. Its ticket can only be assigned to one of them. The Views card lists who opened the request, its documents or its ticket, and when. Requalifying to or from a restricted type also moves the ticket: if you are not in the group, you no longer have access afterwards.