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: Triaged, Unresolved, Resolved, Out of Scope, Informational and Not Reproducible.
How to Respond to a Request
You can resolve an active RaR in many ways:
- From the Submission’s Activity Feed
- Finding Requests in the Security Inbox
- 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: Finding Requests in the Security Inbox
You can filter Request a Response items by status to quickly find the ones that need attention:
- Navigate to the Security Inbox by selecting Inbox.
- On the left panel, select Comment requests.
- Choose the filter you’d like to apply:
- Active requests to Customers to see RaRs awaiting your response.
- Resolved requests to Customers to see those already handled.
Option 3: 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.
Response Timing
Open RaRs no longer expire automatically. Each RaR stays open until your team responds or resolves it, so there is no timer that will close it on your behalf. An RaR requires at least one response to be answered, and can receive multiple responses.
- Respond promptly: We encourage responding to open RaRs promptly. This keeps submissions moving and helps maintain positive researcher engagement.
- Visibility: Each RaR shows the date it was raised so you can see how long it has been open. All RaR activity, including when it is raised and resolved, is recorded in the submission’s Activity for transparency.
