How to use the Ask OpenAIRE Service

Step 1 – How to submit a new Question

• You can submit a new Question to the system by filling in the required fields and choosing the subject of your query and your country
• Please enter your question in the box ‘Description’; if necessary you can enter additional notes and/or attach a file
• You will receive an email confirming the successful submission of your Question
• An email is also sent to the Helpdesk staff, notifying them of the submission of a new Question to the system
• Each new question receives a unique question number; you can use this number to view the status of the Question in the system

Step 2 – Acceptance of a new Question

• When a country is chosen, the national coordinator from that country will respond; otherwise, the Helpdesk coordinator will change the assignment of your Question according to location or subject
• The status of your Question is then changed from ‘NEW’ to ‘IN PROGRESS’
• You will receive an email confirming any updates made to your Question

Step 3 – Processing the Question

• While your Question is in progress, you can view the status in the system using your unique question number
• You will receive an email confirming any updates made to your Question
• If needed you can add notes or feedback to your Question
• You will receive an answer to your Question within two working days of entering it into the system

Step 4 – Closing the Question and providing an answer to your Question

• When the answer to your Question is ready, you will receive it via email
• The status of your Question is then changed from ‘IN PROGRESS’ to ‘CLOSED’
• If the helpdesk staff considers your Question to be of a generic nature and also of interest to others, it will be saved and stored in the Helpdesk’s knowledge base for future reference

View and download files

File	Description	Language	Downloads	Last modified
Instructions for Ask OpenAIRE service		EN	1304	07-10-11