Creating a Complaint

You can create a complaint for reporting a problem that occurred in a product model. You can provide information about the problem and add a contact to the complaint. When you create a complaint, an event is added to it and is designated as the primary event.

The problem details are stored in the event. You can also add more events to report multiple problems.

  1. To create a complaint, perform any one of the following actions.
    • From the top bar, select > Complaints & NCRs > Create Complaint.
    • From the Complaints page toolbar, click Create New .
  2. Enter the following details in the Create Complaintpage.
    Field Name Description
    Source Select the source from which the complaint was raised. You can select Email, Fax, Letter, Phone, or Postal Mail.
    Customer Severity Select the severity of the complaint. You can select High, Low, Medium, or Urgent.
    Awareness DateDisplays the date on which the complaint was raised. By default, today's date is selected. Click to select the required date. You can select today's date or a past date.
    Country of OriginClick and select a country from the Search Results page.
    Experience CodeClick and select an experience code from the Standard Codes page.
    Issue CodeClick and select an issue code from the Standard Codes page.
    Date of OccurrenceDisplays the date on which the problem occurred. By default, today's date is selected. Click to select the required date. You can select today's date or a past date.
    Problem DescriptionDescribe the problem.
    Product ModelClick and select a model from the Search Results page.
    ProductSelect a product.
    Serial NumberType the serial number of the product model on which the problem occurred.
    Product in UseSelect Yes if the product is currently in use. Otherwise, select No.
    Date Of BirthClick to select the required date. You can select only a past date.
    GenderSelect a gender.
    WeightType the weight of the patient.
    EthnicitySelect the ethnic group. You can choose from Hispanic/Latino or Non Hispanic/Latino.
    RaceSelect the race. You can select more than one value. The options are Asian, American Indian or Alaskan Native, Black or African American, White, and Native Hawaiian or Other Pacific Islander.
    NameClick and select a contact person from the Search Results page.
  3. Optional: To create new contact, perform the following actions.
    1. In the Reporter Details section, set the value of Create New to Yes.
    2. Enter the details of the new contact.
      Note: For Outsourcing Facility, you can select Not Applicable if the Contact Type is Reporter. And, if the Contact Type is Manufacturer, you can select Yes or No. However, the default value for Manufacturer is No.
  4. Click Done.
    The complaint and event are created.
    Note: You can also click Apply in the Create Complaint page to create the complaint without closing the page. You can then create another complaint in the same page.

The created event is set as the primary event.