Converting Equipment Service Requests

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

This task shows you how to:

Before you begin:
  • The ESR 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 owner, a quality manager, or complaint investigator. If you are a complaint investigator, you can convert the ESR only when it is in In Process state.
  • You must be on the Equipment Service Request Power View page.

Converting an Equipment Service Request to Complaint

If the objective of the ESR is to report a problem encountered with a reported item, you can convert the ESR to a complaint.

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

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

Converting an Equipment Service Request to Inquiry

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

  1. From the Equipment Service Request Power View page, in the Properties tab toolbar, select Actions > Convert to Inquiry.
    The Convert To Inquiry section 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 ESR.
  3. Click Done.
    The ESR is converted to an inquiry.

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