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. Vault QMS users can continue to create Complaint records directly, but this feature helps streamline the process of receiving, triaging, and creating complaints.
This article explains the Admin setup required to configure the Complaint Intake object and its associated Promote to Complaint action. Once setup is complete, Vault QMS users can create Complaint Intake records and trigger Vault to automatically create a Complaint record from the source Complaint Intake record.
Configuration Overview
Complete the following steps in your Vault to configure this feature:
- Configure the Complaint Intake object.
- Configure the Complaint or Quality Event Complaint object.
- Configure the Promote to Complaint action as a user action, entry action, or workflow action on the Complaint Intake object lifecycle.
Configuring Complaint Intake Object
To allow users to utilize Complaint Intake effectively, we recommend the following configuration steps:
- Optional: Create a custom Complaint Intake object tab for users to quickly access and manage Complaint Intake records.
- Configure Quality Teams for the Complaint Intake object.
- Configure the Complaint Intake object layout to display all Complaint or Quality Event Complaint records created from a Complaint Intake record.
- Configure the Complaint Intake object layout to display all child Reported Products associated with the Complaint Intake record.
Configuring Complaint or Quality Event Complaint Object
To allow users to utilize Complaints or Quality Event Complaints effectively, ensure that the Complaint Intake field is displayed on the Complaint object or Quality Event Complaint object page layouts.
Configuring Promote to Complaint Action
The Promote to Complaint action 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.
To configure the Promote to Complaint action:
- Configure the Promote to Complaint action on a Complaint Intake object lifecycle state as a user or entry action or a Complaint Intake workflow step. All required fields on the Complaint or Quality Event Complaint object must also be populated on the Complaint Intake and Reported Product records prior to executing the Promote to Complaint action.
- Optional: Select the Split by Batch checkbox. This setting allows Vault to create multiple Complaints from a single source Complaint Intake and group them by related products and batches. This checkbox is turned off by default.
- Optional: Select the Copy Attachments checkbox. This setting ensures that Vault copies any attachments associated with the Complaint Intake record to all created Complaint or Quality Event Complaint records. This checkbox is turned on by default but is unavailable if the configured Complaint or Quality Event Complaint object does not allow attachments.