# Configuring 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 article explains the Admin setup required to configure the _Complaint Intake_ object and its associated _Promote to Complaint_ action. Once setup is complete, 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:

* Activate the _MedTech Complaint Intake_ object type.
* Activate object fields belonging to the _MedTech Complaint Intake_ object type. In order to create _Medtech Complaint_ records from _MedTech Complaint Intake_ records, ensure all fields required for the _Medtech Complaint_ object type are active on the _MedTech Complaint Intake_ object type. 
* Create a layout for the _MedTech Complaint Intake_ object type and configure it to fit your organization's business requirements.
* Configure the _Complaint Intake_ object layouts to display all _Complaint_ or _Quality Event Complaint_ records created from a _Complaint Intake_ record.
* Configure the _Complaint Intake_ object layouts to display all child _Reported Products_ associated with the _Complaint Intake_ record.
* Add the special _Email Body_ section or _Email Body_ field to the _Complaint Intake_ object type [page layout](/en/lr/26387/#how-to-add-sections). The section and field display up to 32,000 characters. If the email content exceeds 32,000 characters, a message displays within the _Email Body_ section in Vault and on [downloaded PDFs](/en/lr/44069/#download-as-pdf), while the _Email Body_ field displays a truncated version of the email text in Vault. Users can view and download the full email in the record's _Attachments_ section.
* Optional: Create a custom _Complaint Intake_ [object tab](/en/lr/23516/#hierarchy) for users to quickly access and manage _Complaint Intake_ records.
* Optional: If your process requires translation, configure [Quality Automated Language Translations](/en/lr/981284/) for the _Complaint Intake_ object. When configured, Vault automatically translates field data on a _Complaint Intake_ record at the appropriate step in your organization's complaint intake process.
* Configure [Quality Teams](/en/lr/54508/#hierarchy) for the _Complaint Intake_ object.

## 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.

If your process requires translation, configure [Quality Automated Language Translations](/en/lr/981284/) for the _Complaint_ object or _Quality Event Complaint_ object. When configured, Vault automatically translates field data on a _Complaint_ record at the appropriate step in your organization's complaint intake process.

## 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. Vault copies fields with matching names, for instance, from _Awareness Date_ (`awareness_date__v`) on the _Complaint Intake_ object to _Awareness Date_ (`awareness_date__v`) on the _Complaint_ object. If fields with otherwise identical names but different namespaces exist on the _Complaint Intake_ and _Complaint_ objects (for instance, `awareness_date__v` and `awareness_date__c`), Vault may prioritize the last created field rather than the field with a matching namespace.

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.
* Select the **Object Type** of the _Complaint_ record to be created.
* 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 [supported attachments](/en/lr/28400/#supported-formats) 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.