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, providing timely responses helps build trust, strengthen collaboration, and encourage continuous participation in your engagements.
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, and Not Reproducible.
How to Respond to a Request
You can resolve an active RaR in two ways:
- From the Submission’s Activity Feed
- From the Customer Tasks Dashboard
Option 1: Respond via the Submission’s Activity Feed
- Navigate to the submission page.
- Go to the Activity feed.
- Leave a public comment for the researcher.
- Before sending, check the “Mark the comment request as resolved” box.
- This action closes the RaR and notifies the researcher.
Option 2: Respond via the Customer Tasks Dashboard
- Open the Customer Tasks section of your Dashboard.
- Find and click the relevant Request a Response task.
- Select Respond.
- Follow the prompts to provide a comment and update the submission’s status (Accept or Reject).
- Completing this workflow automatically resolves the RaR.
Expiration Rules
To encourage timely communication, all open RaR are subject to expiration.
- Automatic Expiration: Any open RaR will automatically expire after 10 business days if no response or action is taken by your team.
- Action Required: Respond or triage within this 10-business-day window to maintain positive Researcher engagement and prevent missed opportunities for collaboration.
- Visibility: When an RaR expires, the event is automatically recorded in the submission’s Activity log for transparency.
