Purpose
As a Record Owner, you reopen a complaint investigation when new information or review findings require additional investigation work. You update the investigation status and resume documenting the findings so the complaint reflects the most current evaluation.
Prerequisites
Installation Package: CQ Core, CQ Regulatory Reports Extension, CQ AS2 Gateway Extension, myCQ Extension, and CQ AI Extension
Product: QualityQuest and Platform Apps
Function: CQ Complaint Investigation Reopen
User Profile: Standard User
Permissions: CQ Base User PSG, CQ Complaint Owner PSG
Configurations: CQ Tasks
Steps
Scenarios for Reopening Investigation.
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Users can reopen a Complaint Investigation if it is linked to a single Complaint that is in the ‘In Progress', 'Verification' stage, or 'Closure Rejected’ Stage.
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Users cannot reopen a Complaint Investigation if the associated Complaint has been Closed or is in Closer Review.
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Users can reopen a Complaint Investigation if all linked Complaints are in either the 'In Progress', 'Verification' stages, or 'Closure Rejected’ Stage.
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Reopening a Complaint Investigation is not permitted if any linked Complaints are already Closed or under Closure Review.
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From the Complaint record, navigate to the Evaluation tab and click the Investigation number under the Linked Investigation Section that needs to be reopened.
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Click the Reopen option from the Action Menu.
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Select the reason for reopening.
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Enter Comment and Password if needed, and click the Save button.
Example:
Expected Outcome
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The 'Completed By' field in a Complaint Investigation record gets cleared whenever the Investigation is Reopened. This ensures outdated information is removed, maintaining data accuracy and integrity. When the Investigation is closed again, the field is repopulated, and all changes are tracked in the record’s history for full auditability.
Additional Resources
ComplianceQuest
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