Submitting Complaints for Rework

Purpose

As a Record Owner, you submit a complaint for rework when information or tasks need correction before the complaint can move forward. You update the record as needed and send it back for rework so the assigned users can complete the required changes.

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 Rework Submission

User Profile: Standard User

Permissions: CQ Base User PSG, CQ Complaint Owner PSG

Steps

1. From the Complaint record, under Next Best Actions and Open Activities, in the Submit for Rework section, click the New Complaint Step button.

2. See for adding the Complaint Steps: How to Assign Complaint Steps.

After the Complaint Step is added. Add the Complaint Step to restart the Complaint record, the prerequisite is checked. Restart button is now active.

3. From the Complaint record, under Next Best Actions and Open Activities, in the Submit for Rework section, click the Restart button.

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

Example:

Expected Outcome

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

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

• The Complaint Steps that are in the Lowest Step move to the Open Status, and the Due Date is assigned for the respective task.

• A task is created for the respective Complaint Steps, which are in the lowest step.

• An email is sent to the Task Assignee notifying the assignment of the task.

• Under Next Best Actions and Open Activities, in the Complaint Step section, the respective button is enabled for the Task Assignee. Due Date and Change Owner icons are available for the task.

Additional Resources

ComplianceQuest

• Voiding Complaints

• Reopening Complaints