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Introduction

In case of difficulties faced when using Chorus Pro, the user has the ability to create a request.

Requests are categorized to characterize the nature of the request.

Depending on the chosen category and subcategory, the request will be sent :

• Either to the « Chorus Pro Support Team » responsible for assisting portal users.

• Or to the « business service », in charge of processing invoices, justice costs invoices or ICT refunds requests.

ENTERING A REQUEST

This mode should only be used by users who are not able to connect :

To open the form, click on the « Contact us » link at the bottom of the Chorus Pro homepage (https://chorus-pro.gouv.fr).

 

 

 

Fill in the fields of the form :

  • « Category »
  • « subcategory »
  • « Contact email address »
  • « Description » of the problem encountered

 

 

> Enter the « Validation captcha visual ».

> Click on the « Validate » button.

A confirmation window is displayed with the request number that was generated by Chorus Pro. It is advised to write down this number for easy tracking.

 

The email confirming the submission of the request and the response email will be sent to the email address you provided.

Please note : Requests entered in a « non-connected » mode cannot be tracked and viewed in Chorus Pro.

For an already authenticated user, requests must be sent from the « Sent requests » area, « Input request » tab.

 

The fields described below must be filled in :

 

A. In the « Request header » section

  • Select a category and a subcategory from the respective drop-down lists.

 

B. In the « Issuer structure information » section

  • Select the issuer structure for which you want to enter the request (the drop-drown list identifies all the structures for which the user is authorized).The ID is automatically filled in.
  • Indicate, if necessary, the issuer service.

 

C. In the « Description » block

  • Describe in detail the purpose of the request

 

     Click on the « Save » button to save the request as a draft to be able to complete it later.

 

To attach files (screenshots, vouchers), you must first « Save » the request.

In the « Attachments » block :

 

   Click on the « Attachments management » button.

 

This window below is displayed :

 

    Use the « Browse » button to search and upload the file from your workstation.

Select the type of attachment (request).

 

   Click on the « Add » button.

Repeat the previous steps for each file, then click on the « Back » button.

 

   Click on the « Save » button to save the changes made.

 

   When the entry of the request is completed, click on the « Validate and send » button to forward it to the recipient

 

A confirmation pop-up is displayed on the screen.

Some requests refers to a specific purpose : an invoice or a reimbursement request.

In such a case, you have to provide the information referring to the purpose concerned in the « Request header » section.

These fields are only available for certain combinations of category/subcategory, such as (*):

  •   Issued invoices / Different amount paid
  •   ICT refunds request / Request rejection

 

To complete the request, you must inform :

  • The object type concerned by the request
  • The object number

 

 

If one this information is not completed, the following error message is displayed at the time of request validation :

 

The entered value in the field « Number » must match :

  • an existing object number into Chorus Pro (invoice, reimbursement request…)
  • the selected object type

 

If this is not the case, the following error message is displayed :

 

A request about a specific purpose is sent to the recipient of that purpose :

  • Public structure  (or service of a public structure) for an invoice
  • Public Finance Departmental Service for a reimbursement request…

 

It is possible to send a request of this type for :

  • A payment request (invoice) already sent to the recipient,
  • A payment request at a « Draft » status.

 

To send a payment request at a « Draft » status, the recipient of the request must be identified.

For example, if you wish to send a request to the invoice recipient while the invoice has not been sent yet, the recipient information must be filled in the “draft” invoice.

When an invoice has been rejected, you can send a request to the invoice recipient for details about the rejection.

In the “Request header” section :

 

  • Select :
    • Category : « Issued invoices »
    • Sub-category : « Invoice rejection »
    • Object type concerned by the request : “Invoice”
  • In the “Number” field, enter the number of the invoice concerned.

 

  • Complete section « Issuer structure information » and « Description».

 

   Then click on « Validate and send ».

The request will then be automatically forwarded to the public structure to which the invoice was originally sent.

 

Categories/subcategories linkage

The table below shows the possible linkages between categories and subcategories when entering a request for a business service :

To request a public entity for a general subject that does not concern a particular invoice, create a request by selecting :

  • Category= Issued invoices
  • Subcategory = Question to a public entity

 

This selection displays the « Recipient » section in the request entry screen.

 

The user must then :

  • Specify if the recipient is a State service by ticking « Yes » or « No »,
  • Indicate the recipient structure by searching with the « Search » button,
  • If necessary, fill in the field «Service », when the request must be sent to a particular service.

VIEWING SENT REQUESTS

In the « Synthesis » tab of the « Sent requests » area, the « My requests to process » section presents all the requests for which an action is required from the issuer.

The expected action depends on the status of the request. 

 

To view the detail of the request and to process it, click on the number of the request concerned.

The table below lists the statutes related to the processing of the requests issued :

 

A request with a « Sent » status no longer appears in the « Synthesis » tab. It can be found using the « Search » or « Dashboard » tabs.

The « Search » tab of the « Sent requests » area allows you to search the requests according to several criteria.

 

In the « Search criteria » section :

You must enter or select at least one of the proposed criteria.

Examples :

  • Request number
  • Issuing structure
  • Category
  • Request status
  • Etc.

 

 

Click on « Search » to display the results.

After clicking on the « Search » button, the table below displays the results in the « Search results » section :

 

For each request found, you get :

  • Its number (Reference)
  • The item number when the request is intended for a « business service »
  • Its status

 

Depending on the status of the request, it can be :

  Downloaded in PDF format

  Showed in PDF format

   Deleted (only if the status is set « Draft »)

    Export the results of the search in a format usable by a spreadsheet  (ex :  Excel, LibreOffice Calc, …)

 

To view details of the request, click on its number. The screen below appears :

 

It allows you to get :

> General information about the request :

  • Request number
  • Status
  • Category and subcategory

 

> Information related to the issuer structure.

> The answer or request for additional information entered by the recipient of the request.

> The history of the request events

> Attachments added by the issuer and if applicable, by the recipient.

 

If the request has been sent to a public entity, the consultation screen contains a « Recipient structure information » section.

 

    It is also possible to download the request details in PDF format by clicking on the « Download  detail » button.

 

After clicking on the “Download detail” button, the  screen below appears :

 

The window below opens asking the user to specify whether if he/she wants to include attachments to the download.

The « Dashboard » gives access to all the requests made for all structures to which the user is connected.

The « Issuer » column is used to identify the structure for which the request has been issued.

 

The « Dashboard » allows you to display all the requests made according to their status.

The returned statuses are : « Draft », « Sent », « In progress », « Additional information required », « Answered », « Closed ».

By clicking on a number in a column related to a status, you get the list of requests with this status and which were created by the issuing structure concerned (ex : 9 requests with a « closed » status for the structure REC201FOURNISSEUR).  

By clicking on the name of the « Issuer », you can access details of requests issued by the selected structure with the list of associated services.

 

 

By clicking on the issuing service, you can access details of requests issued by the same service.

To go back to the previous table, click on « Dashboard ».

PROCESS A REQUEST

All requests that require an action from the user are displayed in the « Summary » tab of the « Sent requests » area.

 

When a request has been saved as a « Draft », click on its number to access the entry screen.

It is then possible to complete it before sending it to the recipient.

When the recipient of the request considers that it does not have all the necessary elements to process it, it may request additional information from the issuer.

 

In this case, the request appears with an « Additional information required » status in the « My requests to process » table.

After clicking on the request number, the detail appears on the screen.

 

The recipient’s question appears in the « Comments/Answers ».

To answer and provide the additional information requested by the recipient structure, click on the « Add information supplement » button.

 

Caution : this button is only available to the issuer when the request is at the status « Additional information required ».

 

The  « Request update » section is then displayed:

 

> Delete the recipient’s question and replace it with the expected answer.

> Add/delete as required attachments (« Attachments management » section).

> Click on the « Validate and send » button to forward again the request to the recipient.

Requests for which the recipient has provided an answer will transition to « Answered » status.

They appear in the list of requests to be processed of the « Synthesis » tab.

 

 

To see the answer, click on the request number; the information is in the « Comments/Answer » field.

You must then close the request in order to close it definitely or to return it to the recipient when the answer is not suitable.

  After clicking on the « Close » button, the « Request closing » section is displayed.

 

Two types of processing possible.

1) If the answer provided by the recipient solved the problem, then check « Yes » :

 

  • Enter a comment,
  • Click on the « Validate » button.

The request then transitions to a « Closed » status. It is no longer visible in the « Synthesis » tab, « My requests to process » but can be found through the « Search » tab.

2) If the answer to the previous question is « No », a second question is put to the issuer : « Do you want to reopen your solicitation ? »

 

> The answer is « No » :

  • Enter a mandatory comment,
  • Click on « Validate ». The request transitions to the « Closed » status.

> The answer is « Yes » :

  • Enter a comment stating why the answer is not appropriate,
  • Click on the « Validate » button. The request is then sent back to the recipient.

 

Please note : it is possible to close a request before getting the answer from the recipient when the question is no longer relevant. It will be enough to search it and to close it. 

TUTORIAL

Last Update: February 13, 2019  

1239    Manage Requests, Manage Requests, Need Help ?, Need Help ?    
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