Monitoring
Some complaints should not simply be closed on the strength of a report. When the resolution needs to be verified — the customer confirms the replacement arrived, the reported fault has not recurred over the next month, the process change actually held — the close approver sends the complaint to monitoring instead of closing it.
Monitoring is a round of its own: its own responsible, its own deadline, its own result, and its own history on the complaint. The record waits while it runs.
Where it sits in the lifecycle
A monitoring round always returns the complaint to close approval — whether it was answered or called off. The approver then decides again: close it, or send it out for another round. There is no limit on how many rounds a complaint may go through, and every one of them stays in its history.
Sending a complaint to monitoring
At the top of the close approval screen there is one checkbox:
Send to monitoring before closing
Tick it and the screen swaps: what closing asks for stands down, and the round's own three fields take its place.
| Field | What it is |
|---|---|
| Monitoring subject | What is to be verified, in the approver's own words |
| Due date | When the answer is expected. Drives the overdue badge |
| Responsibles | Who owes the answer. A user, a role or a team — one of them answering is enough |
There is one button on the screen, and it does what the checkbox says. With the box ticked it opens the round, raises a task for each responsible, and moves the complaint to Monitoring — in one move. With it clear, the same button closes the complaint.
You are only ever asked for the fields your own choice makes due. A complaint cannot be closed with a half-filled monitoring plan behind it, nor sent out with a half-filled close approval.
If no responsible can be resolved, nothing happens at all — the round is not opened and the complaint does not move. A round nobody owes an answer to would leave the record waiting forever.
Answering a round
Each responsible gets a standing task pointing at the monitoring answer screen, which shows the complaint read-only above the answer.
| Field | What it is |
|---|---|
| Report | What was found |
| Performed at | When the verification was actually carried out |
| Attachments | Correspondence, photos, delivery notes |
Answering completes every task on the round and sends the complaint back to close approval.
Cancelling a round
A round that no longer makes sense — the customer closed their account, the product was withdrawn — is cancelled from the complaint's own monitoring panel, with a reason. The row is kept: a cancelled round stays in the history with its reason and with the name of whoever called it off.
Editing an open round
The subject, the due date and the responsibles of an open round can be changed. Changing the responsibles cancels the existing tasks and raises new ones; changing only the subject or the date leaves the tasks alone, so work already started is not thrown away.
While a complaint is under monitoring
The complaint is locked. It cannot be edited, and the close approver's task is gone until the round ends and the record comes back.
Permissions
| Permission | What it allows |
|---|---|
QCC.CustomerComplaintMonitoring | See monitoring rounds and answer one you hold a task for |
QCC.CustomerComplaintMonitoring.Update | Edit an open round's plan, and cancel a round |
QCC.CustomerComplaintMonitoring.Delete | Delete a round |
QCC.CustomerComplaintMonitoring.Design | Change the monitoring screens in FunctionDesigner |