Reopening Complaints

Purpose

As a Record Owner, you reopen a complaint when new information or review findings require additional work after closure. You update the complaint status and resume the required tasks so the record reflects the latest 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 Reopen

User Profile: Standard User

Permissions: CQ Base User PSG, CQ Complaint Owner PSG

Steps

1. From the Complaint record, select the Reopen option from the Action Menu.

2. Select the Reason for Reopen from the picklist option, i.e., Data Correction, Customer Follow-up, or New Information.

3. Enter Comment and Password if needed, and click the Save button.

Expected Outcome

• Reopened Voided Complaint (Draft Status and Draft Stage)

  • The Complaint record reverts to the Draft Status and Draft Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Voided Complaint (Draft Status and Triage Stage)

  • The Complaint record reverts to the Draft Status and Draft Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Voided Complaint (Open Status and In Progress Stage)

  • The Complaint record reverts to the Open Status and In Progress Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Voided Complaint (Complete Status and Verification Stage)

  • The Complaint record reverts to the Complete Status and Verification Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Voided Complaint (Complete Status and Closure Rejected Stage)

  • The Complaint record reverts to the Complete Status and Verification Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Closed Complaint (Draft Status and Draft Stage)

  • The Complaint record reverts to the Draft Status and Draft Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Closed Complaint (Draft Status and Triage Stage)

  • The Complaint record reverts to the Draft Status and Draft Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Closed Complaint (Open Status and In Progress Stage)

  • The Complaint record reverts to the Open Status and In Progress Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Closed Complaint (Complete Status and Verification Stage)

  • The Complaint record reverts to the Complete Status and Verification Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.

  Reopened Complaint (Complete Status and Closure Rejected Stage)

  • The Complaint record reverts to the Complete Status and Verification Stage.

  • Reopening Complaint activity is logged in the Complaint Record Activities section under the History tab.