Converting Inquiries

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

This task shows you how to:

Before you begin:
  • The inquiry must be in Created or In Process state.
  • The related investigation must be in In Process state.
  • You must be the owner, a quality manager, or complaint investigator. If you are a complaint investigator, you can convert the inquiry only when it is in In Process state.
  • You must be on the Inquiry Power View page.
See Also
Creating a Complaint
Closing an Inquiry

Converting an Inquiry to Complaint

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

  1. From the Inquiry Power View page, in the Properties tab toolbar, select Actions > Convert to Complaint.
    The Convert To Complaint page 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 Inquiry.
  3. Click Done.
    The inquiry is converted to a complaint.

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

Converting an Inquiry to Equipment Service Request

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

  1. From the Inquiry 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 ESRor its subtype.
    2. Comment - Type the reason to convert the Inquiry.
  3. Click Done.
    The inquiry is converted to an ESR.

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