# Using Complaint Intake & Promote to Complaint (QMS)

The _Complaint Intake_ object allows organizations to intake and triage potential product quality complaints for specific products and their respective batches before an associated _Complaint_ record is created automatically. QMS users can continue to create _Complaint_ records directly, but this feature helps streamline the process of receiving, triaging, and creating complaints.

This feature includes the _Promote to Complaint_ action for the _Complaint Intake_ object, which allows Vault to create one (1) or more _Complaints_ related to the source _Complaint Intake_ record. When this action executes, Vault copies custom and standard fields from the _Complaint Intake_ to the resulting _Complaint_ records created from this action, including product information and attachments on the _Complaint Intake_ record. The _Promote to Complaint_ action can only be run once per _Complaint Intake_ record; attempting to execute the action multiple times will result in a system error.

To support the _Promote to Complaint_ automation, the objects and object types below are included in the standard QMS data model. These objects support the creation of related standalone _Complaint_ or _Quality Event Complaint_ records.

* **Complaint Intake**: Represents a potential complaint to be triaged. If necessary, one (1) or more _Complaint_ records can be created and related to the source _Complaint Intake_ record. The number of _Complaint_ records created depends on how an Admin configures the _Promote to Complaint_ action.
  *  **Complaint Intake**: Represents a potential pharma complaint. You can also use this object type to intake complaints of any custom object types on the _Complaint_ object.
  * **MedTech Complaint Intake**: Represents a potential medtech complaint.
* **Reported Product**: Represents the product associated with a _Complaint Intake_ record. Each _Complaint Intake_ record can have one (1) or more _Reported Product_ records.
* **Reported Product Batch**: Represents the product batch associated with a _Reported Product_ record. Each _Reported Product_ record can have one (1) or more _Reported Product Batch_ records.

Your Vault may process complaints using either a standalone _Complaint_ object or a _Quality Event_ of a _Complaint_ object type. In this article, these are collectively referred to as _Complaints_.

## Creating Complaint Records With Complaint Intake

Vault can create a _Complaint Intake_ record via an integrated third-party system, such as a manufacturer's website, or via complaint emails received in a configured <a href="/en/gr/61887102/">_Complaint Email Inbox_</a>. Vault users also can create a _Complaint Intake_ record manually. Once a _Complaint Intake_ record is initiated, users can complete a configurable _Complaint Intake Assessment_ process to determine if Vault should automatically generate one (1) or more _Complaint_ records.

The number of _Complaint_ records Vault creates from a _Complaint Intake_ depends on the number of _Reported Products_ and _Reported Product Batches_ and whether an Admin configures the _Promote to Complaint_ action to split by batch.

All required fields on the _Complaint_ or _Quality Event Complaint_ record must be populated on the corresponding _Complaint Intake_ and _Reported Product_ records prior to executing the _Promote to Complaint_ action.



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      <p><strong>Note</strong>: <a href="/en/gr/61887103/">Email ingestion</a> of <em>Complaint Intakes</em> is not supported for <em>MedTech Complaint Intake</em> records.</p>
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As outlined in the examples below, if Vault receives a _Complaint Intake_ record that includes one (1) _Reported Product_ and no _Reported Product Batches,_ the _Promote to Complaint_ action creates one (1) _Complaint_ record with the appropriate _Product_ listed. If Vault receives a _Complaint Intake_ record that includes two (2) _Reported Products_ and no _Reported Product Batches_, the _Promote to Complaint_ action results in the creation of two (2) _Complaint_ records with the appropriate _Products_ listed:

| Complaint Intake Record Received | Complaint Records Created |
| ----| ---- |
| CI-00001 <br/>**Reported Product:** Amoxicillin Tablet 100mg | COMPLAINT-00001 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 100mg |
| CI-00002 <br/>**Reported Product:** Amoxicillin Tablet 100mg  <br/><br/><br/> **Reported Product:** Amoxicillin Tablet 200mg | COMPLAINT-000002 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 100mg <br/><br/>COMPLAINT-000003 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 200mg |

If Vault receives a _Complaint Intake_ record with one (1) _Reported Product_ and two (2) _Reported Product Batches_ and an Admin has configured the action to split by batch, Vault creates two (2) _Complaint_ records, each with the associated _Product_ and _Batch_ records, for example:

| Complaint Intake Record Received | Complaint Records Created |
| ---- | ---- |
| CI-00003 <br/>**Reported Product:** Amoxicillin Tablet 250mg <br/>**Reported Product Batch:** Amox 250mg Tab Batch 001 <br/>**Reported Product Batch:** Amox 250mg Tab Batch 002 | COMPLAINT-000004 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 250mg <br/>**Batch:** Amox 250mg Tab Batch 001 <br/><br/>COMPLAINT-000005 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 250mg <br/>**Batch:** Amox 250mg Tab Batch 002 |

If Vault receives a _Complaint Intake_ record with one (1) _Reported Product_ and two (2) _Reported Product Batches_ and an Admin has not configured the action to split by batch, Vault creates one (1) _Complaint_ record with the associated _Product_ and _Batch_ records, for example:

| Complaint Intake Record Received | Complaint Records Created |
| ---- | ---- |
| CI-00004 <br/>**Reported Product:** Amoxicillin Tablet 300mg <br/>**Reported Product Batch:** Amox 300mg Tab Batch 111 <br/>**Reported Product Batch:** Amox 300mg Tab Batch 222 | COMPLAINT-000006 <br/>**Product:** Amoxicillin Tablet <br/>**Product Variant:** Amoxicillin Tablet 300mg <br/>**Batch:** Amox 300mg Tab Batch 111 <br/>**Batch:** Amox 300mg Tab Batch 222 |

## Supported Attachment File Formats {#supported-formats}

When the _Promote to Complaint_ action runs, Vault copies attachments in the following file formats from the _Complaint Intake_ record to the created _Complaint_ records: CSV, DOC, DOCM, DOCX, EML, HTML, JPEG, JSON, LOG, MP4, MSG, PDF, PNG, PPTX, RTF, TXT, XLS, XLSM, XLSX, and ZIP. Attachments in these formats are also available as viewable renditions on _Complaint_ records. Vault may copy attachments in other file formats, but they must be downloaded to be viewed.

## Translating Complaint Intake & Complaint Records

Depending on your Vault's configuration and your organization's complaint intake process, you may need to change the state of _Complaint Intake_ or _Complaint_ records or run a user action to translate key fields on these records. See <a href="/en/gr/981285/">Working with Quality Automated Language Translations</a> for more details.

## Related Permissions

To create and manage _Complaint Intake_ records, users require _Read_, _Create_, and _Edit_ permissions for the _Complaint Intake_ or _Quality Event Complaint Intake_, _Reported Product_, and _Reported Product Batch_ objects.