Complaint Query

Exploring

This program lets you view customer complaint information.

Things you can do in this program include:

  • View details of the customer, complaint and resolution.

  • View activities per customer complaint.

This program is accessed from the Program List pane of the SYSPRO menu:

  • Program List > Contact Management > Customer Complaint System

Topics

Customer Complaint System

Starting

You restrict operator access to activities within a program using the Operator Maintenance program.

You can restrict operator access to the fields within a program (configured using the Operator Maintenance program).

You can restrict access to the eSignature transactions within a program at operator, group, role or company level (configured using the eSignature Setup program). Electronic Signatures provide security access, transaction logging and event triggering that gives you greater control over your system changes.

You can restrict operator access to programs by assigning them to groups and applying access control against the group (configured using the Operator Groups program).

You can restrict operator access to functions within a program using passwords (configured using the Password Definition program). When defined, the password must be entered before you can access the function.

The following configuration options in SYSPRO may affect processing within this program or feature, including whether certain fields and options are accessible.

The Setup Options program lets you configure how SYSPRO behaves across all modules. These settings can affect processing within this program.

Setup Options > Keys > Financials

  • Key type
  • Case
  • Suppress leading zeros
  • Presentation length
  • Numbering method
  • Next complaint

Solving

Why don't you drop us a line with some useful information we can add here?

* Development-Authors@syspro.com

Using

  • Columns in a list view are sometimes hidden by default. You can reinstate them using the Field Chooser option from the context-sensitive menu (displayed by right-clicking a header column header in the list view). Select and drag the required column to a position in the list view header.
  • Press Ctrl+F1 within a list view or form to view a complete list of functions available.

Referencing

Field Description

Complaint Details

 

Complaint

This indicates the complaint number.

Description

This describes the customer complaint.

This can be useful when trying to confirm whether you are viewing the correct record elsewhere within the system.

Complaint status

This indicates the current status of the complaint.

Customer

This indicates the customer who logged the complaint. The View link lets you view more customer detail.

Customer branch

This indicates the branch saved against the customer. This can be edited if it is not the default branch.

Complaint method

This indicates the manner in which the complaint was logged by the customer.
Severity This indicates the urgency of the complaint.
Complaint subject This clarifies the nature of the complaint.
Complaint details This displays additional text, explaining the complaint in more detail.
Dates  
Reported on

This indicates the date when the complaint was reported. It defaults to the complaint capture date, but can be edited.
Due on

This indicates the date by which the complaint should be resolved. This is calculated according to the severity of the complaint.

This date is calculated using the Days to resolve complaint field in the Customer Complaints Severity Maintenance program.
Days to resolve This indicates the number of days by which the complaint should be resolved. This is determined by your selection at the Complaint severity field.
Links  
Sales order This indicates the SYSPRO sales order relating to the customer complaint.
Invoice This indicates the SYSPRO invoice relating to the customer complaint.
Field Description

Customer name

This indicates the name of the customer.

Customer contact

This indicates the name of the customer's contact person.

Email

This indicates the email address of the contact person.

Telephone

This indicates the telephone number of the contact person.

Additional telephone

This indicates an additional telephone number of the contact person.

Fax

This indicates the facsimile number of the contact person.

Extension

This indicates the extension number of the contact person.
User Details  
Assigned to This indicates the complaint user to whom the complaint was assigned.
Assigned on This indicates when the complaint was assigned to the user.
Email address This indicates the email address of the complaint owner.
Field Description

Date

This indicates the date stamp of the activity, i.e. the date the activity was captured.

Time

This indicates the time stamp of the activity, i.e. the time the activity was captured.

Activity type

This indicates the type of activity that occurred.

Status

This indicates the complaint status at the time the activity captured.

User

This indicates the user name of the person who captured the activity.

Custom forms

This indicates whether a custom form was used. The View link lets you view the custom form details.

Comments

This displays the first few words of the comment captured against the activity. The field is blank if no comment was captured.
Last updated This indicates the date when the activity was updated.
Routed

This indicates whether the complaint has been routed to another user.
Escalated

This indicates whether the complaint has been escalated to another user.
Field Description

Status

This indicates the status of the complaint at the time the selected activity was recorded.

User

This indicates the user who captured the activity.

Activity date

This indicates when the activity was captured.

Activity time

This indicates the time the activity was captured.

Resolution info

 

Resolved by

This indicates the name of the user who resolved the customer complaint.

Resolved on

This indicates when the complaint was resolved.
Resolved at This indicates the branch where the complaint has been resolved.
Comments This indicates any additional comments that were captured at the time of resolving the complaint.