About Inquiries

Requests for information about products are obtained from customers and stored as inquiries. A representative from the customer's organization provides the details and a user from the support unit of the model manufacturing company creates the inquiry. Queries about multiple reported items can be stored under one inquiry. A formal investigation is carried out to analyze the request and provide necessary information.

An inquiry is related to at least one model and the reporter, who is the designated as the point of contact for the inquiry.

Some inquiries may not be queries or information requests. If a customer faces problem in operating the equipment, which may be due to malfunction, it is considered as a complaint. Similarly, if a customer wants a product serviced, it is considered as an equipment service request (ESR). In such cases, the user can convert inquiries to complaints and ESRs, respectively.

The lifecycle of an inquiry consists four states. Depending on the state of the inquiry, your role and access permissions, you can perform multiple actions.

• Create: In this state you can add or remove reported items, contacts, assignees, discussions, and reference documents. You can also modify, invalidate, and convert inquiries.
• In Process: In addition to actions that you can perform in Create state, Quality Manager s and Complaint Investigators can modify and complete investigations, and close inquiries.
• Closed: In this state, a Quality Manager can reopen a closed inquiry.
• Invalid: In this state, you can view the details of an inquiry.