Manufacturing › Quality Events
Customer Complaints
The regulated half of a complaint, which a service case cannot carry: the reportability decision, its clock, and whether the product actually failed.
Where to find it
- Module: Manufacturing
- Group: Control
- Section: Quality Events
- Screen: Customer Complaints
Address in the console: /mfg/complaints
List · 12 columns · 19 fields on its form · 1 of them required
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Complaint | Code | complaint_no |
| Customer | Text | customer_name |
| Item | Code | item_no |
| Lot | Code | lot_no |
| Severity | Status | severity |
| Reportable | Text | is_reportable |
| Report by | Date | reportability_due |
| Overdue | Text | reporting_overdue |
| Injury | Text | involves_injury |
| Outcome | Status | investigation_outcome |
| NCR | Code | ncr_no |
| Status | Status | status |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Service case | Choice | Looked up from existing records | A complaint is already a case. This record adds only the regulated half. |
| Customer | Choice | Looked up from existing records | |
| Item | Choice | Looked up from existing records | |
| Lot | Text | ||
| Serial | Text | ||
| Quantity | Number | ||
| What the customer says required | Long text | ||
| Category | Text | ||
| Severity | Choice | critical, major, minor, cosmetic | |
| Reportable to a regulator | Yes or no | ||
| Reportability reasoning | Long text | ||
| Report by | Date | ||
| Regulator | Text | ||
| Report reference | Text | ||
| Involves an injury | Yes or no | ||
| Investigation outcome | Choice | confirmed_defect, not_confirmed, use_error, expected_behavior, transit_damage, counterfeit, inconclusive | |
| Nonconformance | Choice | Looked up from existing records | |
| CAPA | Choice | Looked up from existing records | |
| Sample received | Yes or no |
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.