The Complaint Email Ingestion feature helps Vault QMS customers when it is not feasible to rely solely on the manual creation of complaints, or an integration with another system to automate complaint creation. It enables customers to build an end-to-end automated complaint process by allowing organizations to configure a Vault Email Inbox to process Complaints received via email. When the Complaint Email Inbox receives an email, Vault automatically creates a Complaint record.
Vault QMS customers also have the ability to capture potential complaints, called Complaint Intake records, to triage in Vault before making the decision to promote them to Complaint records. Vault can create a Complaint Intake record via an integrated third-party system, such as a manufacturer’s website, or via emails received in a configured Complaint Email Inbox. Users also can manually create a Complaint Intake record.
If configured by an Admin, Vault can store the original email and any attachments on the new Complaint or Complaint Intake record.
If your Vault is configured to create Complaint records from email, the Complaint records may be either a standalone Complaint object or a Quality Event of the Complaint Email object type. These are collectively referred to as Complaint records in this article.
Create Complaint Email Processor Execution
When the Create Complaint email processor executes, it creates a Complaint or a Complaint Intake record, depending on your configuration. The email processor determines if a Complaint or Complaint Intake record already exists for the incoming email by checking the message ID and references in the email’s header. If the processor does not find such a Complaint or Complaint Intake record, it creates a new Complaint or Complaint Intake record based on the associated Inbound Email Address Configuration.
Vault attempts to populate field data on the resulting Complaint or Complaint Intake record from the source email using the following mapping:
| Email Data | Field on Complaint or Complaint Intake Record | Description & Limitations |
|---|---|---|
| Original Sender | Initial Reporter (initial_reporter_details__v) |
Plain text of original sender’s email address |
| From Email Address | Sender Email Address (sender_email_address__v) |
Plain text of sender’s email address |
| Email Sent Date | Initial Report Date (initial_report_date__v) |
Date field |
| Email Subject | Title (title__v) |
Plain text of email subject, up to 150 characters by default |
| Email Body | Email Body (email_body__v) |
Special field which renders email as described below |
| Email Text | Email Text (email_text__v) |
Long text field which contains the original plain text of the Email Body |
| Email Attachments | Added to the record in the Attachments section | Original Email in EML format and any other attachments. |
| Email Metadata | Initial Contact Method (initial_contact_method__v) |
Set to picklist value Email (email__v) |
| Email Metadata | Vault Email Inbox Address (vault_email_inbox_address__v) |
This is the Inbound Email Address the original email was sent to which triggered the processor to create the record |
| Email Metadata | Message ID (message_id__v) |
Message ID of the email |
| Email Metadata | Root Message ID (root_message_id__v) |
Original Message ID of the email |
Email Body & HTML
Depending on your configuration, an email may create a Complaint or Complaint Intake record. In the Email Body section or Email Body field on the record’s details page, Vault renders the email for viewing in its original language. In some situations, special characters may not render as they might in an email viewer.
Attachments
The Attachments section contains the original email file, and any files attached to the original email or any follow-up emails, up to a limit of 50 files. If an attachment has the same name and different content to an already existing attachment, Vault creates a new version of the attachment. Attachments will be processed until the attachment limit is reached. If the email processor attempts to add more than the limit, Vault sends a warning to the sender.
Follow-up & Duplicate Processing
Sometimes a complainant replies to the original email or to an External Notification sent from Vault about an existing Complaint or Complaint Intake record. In these cases, the email processor recognizes that the reply email is associated with an existing Complaint or Complaint Intake record, and Vault does not create a new record. Instead, the reply email is associated with the original Complaint or Complaint Intake record.
Processor Failures & Warnings
If the Create Complaint email processor fails to create a Complaint or Complaint Intake record for an email, it notifies the sender of the failure using the Email Processing: Failed (qms_email_processing_failed__v) object message template. If the email processor successfully created the Complaint or Complaint Intake record but encountered errors, it notifies the sender using the Email Processing: Warning (qms_email_processing_warning__v) object message template.
Related Permissions
When Vault is configured to create Complaint records of the Complaint Email object type, in order to view the Complaint Email records and perform triage actions on them, you require a security profile that grants you the following permissions:
- Read, Create, and Edit permissions on the Complaint Email object type for either the Complaint or Quality Event object, depending on which one your Vault utilizes.
When Vault is configured to create Complaint Intake records, in order to view the Complaint Intake records and perform triage actions on them, you require a security profile that grants you the following permissions:
-
Read, Create, and Edit permissions on the Complaint Intake object.