Converting Complaints

You can convert complaints to equipment service requests (ESR) or inquiries. If the objective of the complaint is to service a product, you can convert the complaint to an ESR. If the objective of the complaint is to obtain more information or to resolve a doubt about a product, you can convert the complaint to an inquiry. After you convert a complaint, it is moved to Invalid state and associated with the newly created object. You cannot validate an invalidated complaint.

This task shows you how to:

Before you begin:
  • The complaint must be in Created or In Process state.
  • The related investigation must be in In Process state.
  • Related returns and fulfillment, must be in In Process state.
  • Related action tasks must be completed or rejected.
  • You must be the complaint owner, a quality manager, or complaint investigator. If you are a complaint investigator, you can convert the complaint only when it is in In Process state.
  • You must be on the Complaint Power View page.
See Also
Transferring a Complaint
Invalidating a Complaint

Converting a Complaint to Equipment Service Request

If the objective of the complaint is to service an equipment, you can convert the complaint to an ESR.

  1. From the Complaint Power View page, in the Properties tab toolbar, select Actions > Convert to Equipment Service Request.
    The Convert To Equipment Service Request page appears.
  2. Enter these details:
    1. Type - Click to select the type as ESR or its subtype.
    2. Comment - Type the reason to convert the complaint.
  3. Click Done.
    The complaint is converted to an ESR.

The Equipment Service Request Power View page appears. It displays the details of the newly created ESR. The complaint is invalidated and listed in the Related Items page of the ESR.

Converting a Complaint to Inquiry

If the objective of the complaint is to obtain more information about a product or a model, you can convert a complaint to an inquiry.

  1. From the Complaint Power View page, in the Properties tab toolbar, select Actions > Convert to Inquiry.
    The Convert To Inquiry page appears.
  2. Enter these details:
    1. Type - Click to select the type as Inquiry or its subtype.
    2. Comment - Type the reason to convert the complaint.
  3. Click Done.
    The complaint is converted to an inquiry.

The Inquiry Power View page appears. It displays the details of the newly created inquiry. The complaint is invalidated and listed in the Related Items page of the inquiry.