Logging Actions in Complaints Records (Pt.5)

The 'Actions Taken' tab of Complaint records collects the interventions with different parties and the steps taken to resolve the case raised.

• It displays a number in brackets to indicate how many actions have been logged.
• Each action gets assigned a reference number, which can be used to search for it.
• A button to manage 'Action Types' is available on this tab.
  
  

The 'Actions Taken' tab is only shown to users with the permission 'Complaints:View History'.  The 'Add Action' and 'Action Types' buttons are only shown to users with the permissions 'Complaints:Add Actions' and 'Complaints:Edit Complaints', and only while the Complaint is not closed or inactive.  Editing an action (pencil icon) also requires the permission 'Complaints:Edit Actions'.

Automatically logged Actions Taken

The system automatically creates an entry in the 'Actions Taken' tab:

• When the Action 'Start Progress' is triggered (by selecting 'Start Progress' from the Actions dropdown menu and clicking 'Go', on the far right of the screen)
• When the Action 'Stop Progress' is triggered
• When the Complaint Status is changed from the Actions dropdown menu
• When the Complaint is set to inactive or reactivated from the Actions dropdown menu
• When a Complaint is closed or reopened from the Actions dropdown menu
• When a Task is created on the Complaint from the 'Tasks' tab - a completed 'Task Created' action is logged with the assignee, task reference and description (or a note that the task is private)
  
  

Automatically logged actions cannot be edited or deleted.

Manually Logging Actions Taken

Any actions taken to resolve the issue can be manually added to the list.

A manually added action can be deleted by clicking the trash icon in its bottom right corner.  In the 'Remove Action' pop-up window which appears, enter a 'Reason for action removal' (Required) and confirm.

The trash icon is only shown while the Complaint is not closed or inactive, and only to users with the permission 'Complaints:Delete Actions' (for actions not yet completed) or 'Complaints:Delete Completed Actions' (for completed actions).  Actions logged automatically by the system, and actions linked to a task, cannot be deleted.

To log Actions Taken:

1. Open the 'Actions Taken' tab
2. Click the button '⊕ Add Action'
3. In the pop-up window which appears,
   1. Select an 'Action Type' from the dropdown list
   2. Check or uncheck the box next to 'Is the Action Completed?' as appropriate - this box is ticked by default.  A completed action cannot be edited afterwards, so untick the box if you will need to update the action later
   3. Enter a 'Description' of the action
   4. Click 'Add Action'

If the action is not yet completed, a red label will indicate this and there will be a pencil icon next to the trash icon.  Completed actions have no pencil icon and cannot be edited.

When the action is completed:

1. Click the pencil icon to open it
2. Check the box to mark it completed
3. Add relevant comments in the 'Description' field
4. Click 'Save Action'

Next step:

The next article covers Risk Assessments in Complaints Records (Pt.6)

Previous step:

The previous article covers Creating a Complaints Record (Pt.4)