**Source URL:** https://quality.veevavault.help/en/lr/1227595/

# Configuring Complaint Intake Follow-Up (QMS)

Veeva QMS lets you configure your Vault to automate and streamline the high-volume, manual complaint follow-up process, reducing effort and ensuring proper evaluation of downstream impact to minimize compliance risk. Users can create _Complaint Intake Follow-Ups_, optionally send requests for follow-up information from a _Complaint Intake Follow-Up_ record, and reply to responses to these requests.

## Configuration Overview

To configure Complaint Intake Follow-Up:

* [Configure][1] objects
* Optional: [Configure][2] External Notifications for the _Complaint Intake Follow-Up_ object
* [Configure][3] object lifecycles
* Optional: [Configure][4] Auto-Retry job
* Optional: [Configure][5] email ingestion for the _Complaint Intake Follow-Up_ object
* Optional: [Configure][6] follow-up evaluations

## Configuring Objects {#objects}

Make the following changes to objects in your Vault for the Complaint Intake Follow-Up feature.

### Complaint Intake Object

To configure the _Complaint Intake_ object:

* Add a _Complaint Contacts_ related object section to the layout for all applicable object types.
* Add the _Complaint Intake Follow-Up_ and _Follow-Up Attachments_ application sections to the layout for the appropriate object types.

### Complaint Object

To configure the _Complaint_ or _Quality Event_ object:

* Ensure the _Complaint Intake_ object reference field is active and added to the relevant object types on the _Complaint_ or _Quality Event_ object. 
* Ensure the _Complaint Reporter_ object reference field is active. It does not need to be displayed to users.
* Add the following application sections to the layout for the appropriate object types:
    * _Complaint Contacts_: When adding this section, you can specify which _Complaint Contact_ object types to display. If you do not specify object types, Vault displays all types of _Complaint Contacts_.
    * _Complaint Intake Follow-Ups_
    * _Follow-Up Attachments_

### Complaint Contact Object

To configure the _Complaint Contact_ object, see Configuring Complaint Intake & Promote to Complaint.

### Complaint Intake Follow-Up Object

To configure the _Complaint Intake Follow-Up_ object:

* Optional: Activate the following fields and add them to the layout:
    * _Communication Language_
    * _Latest Email Body Text_
    * _Latest Email Response Body_
* Add the following fields to the layout:
    * _Request Type_
    * Optional: _CC Contacts_
    * Optional: _Email Template_
    * Optional: _Primary Contact_
* If your configuration uses the [Auto-Retry][4] job, ensure the following fields are active and add them to the layout:
    * _Attempt #_
    * _Error Message_
    * _Remaining Retries_
    * _Retry Due On_
    * _Retry Frequency_
    * _Retry Processed_
    * _Retry?_
    * _Source Attempt_
* Optional: Add related object sections for the following objects to the layout:
    * _Complaint Intake Follow-Up Email_
    * _Complaint Intake Followup Sent Notif_
* Optional: Add the _Send External Notification_ action to the _Complaint Intake Follow-Up_ object.
* Optional: Update pre-defined values and create new values for the following picklists to support your business processes:
    * _Complaint Intake Contact Method_: If using Auto-Retry to send emails, the _Email_ contact method is required
    * _Complaint Intake Follow-Up Request Type_

**Note**: The _Complaint Intake Follow-Up_ object includes the _Email Sent?_ and _Send Email on Create?_ fields. These fields are not automatically populated or integrated into External Notification functionality, and can be configured and used per your requirements. The _Complaint Intake Follow-Up_ object also includes the _Complaint Contacts_ and _Email Template_ object controls, which should not be added to any layout.

### Complaint Intake Follow-Up Email Object

Optionally assign the _Send Email Reply_ action to the _Complaint Intake Follow-Up Email_ object. Ensure the _Available in All Lifecycle States_ option is not selected.

**Note**: If you configure Atomic Security for fields on the _Complaint Intake Follow-Up Email_ object, hidden fields and their values are still visible in the _Send External Notification_ and _Send Email Reply_ user action dialogs.

## Configuring External Notifications {#external-notifications}

You can optionally configure External Notifications for the _Complaint Intake Follow-Up_ object to allow users to send emails from _Complaint Intake Follow-Up_ records. 

To configure:

* If you wish to include documents in emails, create a document field referencing the _Complaint Intake_ object and add it to the appropriate document types.
* Create a _Quality External Notification_ configuration for the _Complaint Intake Follow-Up_ object. Distribution groups are not available for _Quality External Notification_ configurations for the _Complaint Intake Follow-Up_ object.
* Create Object Messages.
* From the _Notification Templates_ section of the _Quality External Notification_ configuration, create _Notification Templates_ as needed. Users can select any configured template on a _Complaint Intake Follow-Up_ that is referenced in the _Send External Notification_ action configuration. When creating a template for the _Complaint Intake Follow-Up_ object, the following options are available:
    * **Additional Complaint Contact Types**: Specify the object types of _Complaint Contacts_ Vault will default on emails sent from _Complaint Intake Follow-Up_ records.
    * **Allow users to Add/Remove Internal Recipients**: Allows users to modify _Persons_ on an external notification.
    * **Allow users to Add/Remove Documents**: If you select this option, you must specify a _Complaint Intake_ reference field that must be populated on documents in order to be available to select, select a download option, and set an expiry period.
* Configure the [_Send External Notification_ action][7].

## Configuring Object Lifecycles {#lifecycles}

Make the following changes to object lifecycles in your Vault for Complaint Intake Follow-Ups. These changes are only required if your process involves sending emails from Vault.

### Complaint Intake Follow-Up Lifecycle {#cifu-lifecycle}

To configure the _Complaint Intake Follow-Up Lifecycle_, add the _Send External Notification_ action to the appropriate lifecycle states as a user action. The _Complaint Intake Follow-Up_ object does not support the _Send Documents as Attachment_ option.

### Complaint Intake Follow-Up Email Lifecycle

Add the _Send Email Reply_ action as a user action to the appropriate states of the _Complaint Intake Follow-Up Email LC_ lifecycle.

## Configuring the Auto-Retry Job {#auto-retry}

You can configure the Auto-Retry job to trigger Vault to automatically resend follow-up request emails after a defined period of time has elapsed, or to create a _Complaint Intake Follow-Up_ record for non-email follow-up methods.

To configure the Auto-Retry job definition:

1. Navigate to **Admin > Operations > Job Definitions**.
2. Select **Complaint Intake Follow-Up Auto Retry**.
3. Click **Edit**.
4. Set the **Status** to _Active_.
5. For **Object**, select **Complaint Intake Follow-Up**.
6. Select the standard **Object Type**.
7. Select all **Included Contact Methods**. You can select any active value  on the _Complaint Intake Follow-Up Method_ picklist.
8. Optional: Select a **Previous Attempt End State**.
9. Select all applicable states from the **Include Complaint Intake Follow-Up Records in these States** drop-down.
10. Select all applicable states from the **Include Complaint Intake Records in these States** drop-down. For Vault to send a new follow-up attempt, the follow-up's parent _Complaint Intake_ must be in one of the specified states.
11. Select the **Auto-Send External Email** checkbox if you are configuring the job to automatically generate emails.
12. To use the _Communication Language_ specified on the _Complaint Intake Follow-Up_ record when resending follow-up attempts, select the **Use Selected Communications Language to Translate Email in Subsequent Attempts** checkbox.
13. Click **Save**.

To receive a notification when retry is due for _Complaint Intake Follow-Ups_ with _Retry?_ set to _Manual_, you can configure a custom job to change the state of a _Complaint Intake Follow-Up_ when retry is due to _Retry Due_, and configure a notification based on the state change.

## Configuring Complaint Intake Follow-Up Email Ingestion {#cifu-email-ingestion}

To configure ingestion of responses to _Complaint Intake Follow-Up_ emails:

1. Set up an email inbox for the _Complaint Intake Follow-Up_ responses that you may receive: 
    * Enter the **Email Address** to provide to potential complainants for this type of complaint.
    * For **Email Processor**, select **Complaint Intake Follow-Up Email Processor**.
    * For **Allowed Senders**, select **All Users & Persons in this Vault.**
    * For **Email Processor User**, select a user with adequate [permissions][8].
2. Create an _Inbound Email Address Configuration_ for the _Complaint Intake Follow-Up_ object:
    * For **Email Thread Detection**, you must select **Match on Root Message ID**.
    * Optional: Select the **Create Complaint Contact Email Contacts from TO and CC email** **Addresses** option to automatically create _Complaint Contacts_ based on the contact details in follow-up response emails.
    * Select the **Copy Latest Response Details** option to add the last-received email body text to the _Latest Response Details_ field on a _Complaint Intake Follow-Up_ record. If you do not select this option, Vault still populates the email body text into the _Latest Email Body Text_ field on _Complaint Intake Follow-Ups_. You can restrict access to this field to support a manual redaction process, allowing users with the appropriate permissions to first review the email body before adding it to the _Latest Response Details_ field.
    * Under _If match not found, create Complaint Intake with this Object Type_, select a _Complaint Intake_ object type. If Vault cannot find a matching _Complaint Intake Follow-Up_ with which to associate a response email, Vault will instead create a _Complaint Intake_ record of the specified object type with details of the ingested email response.

**Note**: Emails must be auto-forwarded to the configured email address rather than redirected.

## Configuring Follow-Up Evaluations {#follow-up-evaluations}

You can configure Vault to automatically create _Followup Evaluations_ when new information is received for a _Complaint Intake Follow-Up_. To do this:

* Activate the _Followup Evaluation Type_ field on the _Complaint Intake Follow-Up_ object and add it to the relevant _Complaint Intake Follow-Up_ object types and layouts.
* Add a related object section for the _Followup Evaluation_ object to the following object layouts:
  * _Complaint_
  * _Complaint Intake Follow-Up_
  * Recommended: _Complaint Intake_
* Configure Quality Teams or Dynamic Access Control to define role assignments on _Followup Evaluation_ records.
* If your organization requires a structured process for evaluating follow-ups, create and configure a follow-up evaluation workflow per your processes.

**Note**: Automatic creation of _Followup Evaluations_ is not supported in Vaults that use the _Complaint_ and _Medtech Complaint_ object types of the _Quality Event_ object rather than the standalone _Complaint_ object.

## Related Permissions {#permissions}

The _Email Processor User_ that is utilized to perform the actions when the _Complaint Intake Follow-Up Email Processor_ executes must have the following permissions:

* _Read_ permission for the _Complaint Intake Followup Sent Notif_ object
* _Edit_ permission for the _Complaint Intake Follow-Up_ object
* _Create_ permission for the _Complaint Intake_ and _Complaint Intake Follow-Up Email_ objects

To configure Complaint Intake Follow-Up, you must have a security profile with a permission set that grants the following permissions:

| Type | Permission Label | Controls |
| --- | --- | --- |
| Security Profile | Admin: Quality External Notifications: Read, Create, Edit, Delete | Ability to view, create, edit, or delete _Quality External Notification_ configuration components. |
| Security Profile | Admin: Quality Inbound Email Address Configuration: Read, Create, Edit, Delete | Ability to view, create, edit, or delete _Inbound Email Address Configuration_ components. |
| Security Profile | Admin: Inbound Email Addresses: Read, Create, Edit, Delete | Ability to view, create, edit, or delete _Inbound Email Address_ configuration components. |

[1]: #objects
[2]: #external-notifications
[3]: #lifecycles
[4]: #auto-retry
[5]: #cifu-email-ingestion
[6]: #follow-up-evaluations
[7]: #cifu-lifecycle
[8]: #permissions