Researchers use the Request a Response (RaR) feature to formally ask for an update or decision on a submission that requires attention. As a Customer, timely responses to these requests help maintain Researcher engagement and satisfaction.
Eligibility
When a Researcher submits an RaR on a submission in one of your programs, your team is notified. The RaR feature can be used by Researchers on submissions in the following substates: Triage, Unresolved, Resolved, Out of Scope, Not Reproducible.
Responding to a Request
Customers can resolve an active RaR by either leaving a public comment on the submission’s Activity Feed and checking the “Mark the comment request as resolved” box, or by responding to the task directly from the Customer Tasks dashboard, which guides them to update the submission’s status (Accept/Reject).
1. Responding from the Submission’s Activity Feed
To resolve an RaR from the submission page, navigate to the Activity feed, leave a public message for the Researcher, and check the Mark the comment request as resolved checkbox before sending the message.
2. Responding from Tasks in Dashboard
To resolve an RaR using this method, navigate to the Customer Tasks section of your Dashboard, click on the relevant task, and select Respond. This workflow prompts the Customer to provide a response and then update the submission’s status (Accept or Reject), which formally resolves the request.
Request Expiration Rules
This feature is designed to ensure timely communication on submissions.
Automatic Expiration
Any open Request a Response will automatically expire after 10 business days if your team has not provided a response or action on the submission.
- Action Required: We encourage Customers to respond to or triage the submission well within this 10-business-day window to maintain positive Researcher engagement.
- Activity Log: The expiration event is automatically recorded in the submission’s Activity Log.
