An agent can entrust a regulated request to an internal department to help prepare its answer: a lawyer, a technical department, management. The contributor reads the request, adds notes and attachments, then hands it back. They do not answer the requester and do not act on the legal deadline: only agents do.
Entrusting a request (agent)
On the request's page, Contributions card:
- choose a user or a group (not both);
- describe what is expected;
- if needed, give the date the contribution is wanted by.
The contributor is notified. Their notes and attachments appear on the card, and you are notified when they hand the request back. While the contribution is in progress, Withdraw the request closes it.
For a restricted-access request, only a member of the entity's designated group can be asked.
My contributions (contributor)
Menu Requests and complaints › My contributions: the requests entrusted to you or to one of your groups. Those in progress come first, by wanted-by date; closed ones stay listed for thirty days.
On an entrusted request, you see:
- what you are asked for;
- the subject, type, legal deadline and content of the request;
- the requester's attachments and those already added.
The requester's identity is never shown: you prepare the answer, you do not write to the requester.
- Add a note or attachments: text and up to five files (documents and images, 10 MB each). The note is also added to the ticket, as an internal note.
- Hand back: with a closing note if you wish. The agent is notified; the contribution can no longer be written to.
Your license profile is contributor: it gives access to these screens, not to handling requests.