Permissions and Settings for Complaints Management (Pt.2)

Modified on Fri, 21 Jun at 7:17 PM

This article groups permissions for the Complaints module by their function. There are also instructions below to rename the menu label if desired, but the term 'Complaints' will not be updated anywhere within the module.

Complaints Permissions

Permissions to access Complaint records:

Permission	Description
Desktop:Show Complaints Menu Item	Show the Quality Management > Complaints menu item
Complaints:View Complaint	Allow a user to view Complaints records
Complaints:Search Complaints	Allow a user to perform a search for Complaints
Complaints:View Contacts	Allow a user to view the Contacts tab in a Complaints
Complaints:Print Reports	Allow a user to print a Complaint report
Complaints:View History	Allow a user to view the change history for Complaints
Complaints:View Print History	Allow a user to view the Complaint Print History

The system roles which include the above permissions are:

'Complaints Viewer'
'Complaints Editor'
'Global Viewer (excluding admin)'
'Global Viewer (excluding admin and personnel records)'
'Global Editor (excluding admin)'
'Global Editor (excluding admin and personnel records)'

The system roles which include all the permissions below (with a "Complaints" prefix) are:

'Complaints Editor' (all except the permission, "Complaints:Change Complaint Status")
'Global Editor (excluding admin)'
'Global Editor (excluding admin and personnel records)'

Permissions to share Complaint records:

Permission	Description
Complaints:Print Complaint	Allow a user to print Complaints
Complaints:Link To Records	Allow a user to link to and from Complaints

Permissions to create, edit and manage Complaint records:

Permission	Description
Complaints:Create Complaints	Allow a user to create a Complaint record
Complaints:Edit Complaints	Allow a user to edit Complaints
Complaints:Enable/Disable	Allow a user to set a Complaint as Active/Inactive
Records:Delete Records	*General permission required to delete a Complaint
Complaints:Change OU	Allow a user to move Complaints to the selected organisational unit
Complaints:Manage Review Tasks	Allow a user to manage review tasks for Complaints

Permissions to manage Complaint Types:

Permission	Description
Complaints:Edit Types	Allow a user to edit Complaint Types
Complaints:Delete Types	Allow a user to delete Complaint Types

Permissions to manage Complaint Subjects:

Permission	Description
Complaints:Edit Complaint Subjects	Allow a user to edit Complaint Subjects
Complaints:Delete Complaint Subjects	Allow a user to delete Complaint Subjects

Permissions to manage Complaint Statuses:

Permission	Description
Complaints:Change Complaint Status	Allow a user to change the status of a Complaint
Complaints:Edit Complaint Statuses	Allow a user to edit Complaint Statuses
Complaints:Delete Complaint Statuses	Allow a user to delete Complaint Statuses

Permissions to manage Complaint Actions:

Permission	Description
Complaints:Add Actions	Allow a user to add actions to Complaints
Complaints:Edit Actions	Allow a user to edit Complaint Actions
Complaints:Delete Actions	Allow a user to delete Complaint Actions
Complaints:Delete Completed Actions	Allow a user to delete completed Complaint Actions
Complaints:Edit Action Types	Allow a user to edit Complaint Action types
Complaints:Delete Action Types	Allow a user to delete Complaint Action types

Permission to manage Complaint Risks:

Permission	Description
Complaints:Edit Risk Types	Allow a user to user to edit Complaint Consequences and Likelihood types
Complaints:Delete Risk Types	Allow a user to user to delete Complaint Consequences and Likelihood types

Permissions to manage Complaint Contacts:

Permission	Description
Complaints:Add Contacts	Allow a user to add Contacts to a Complaint
Complaints:Remove Contacts	Allow a user to remove contacts from a Complaint
Complaints:Edit Contact Methods	Allow a user to edit Contact Methods
Complaints:Delete Contact Methods	Allow a user to delete Contact Methods
Complaints:Manage Relation Types	Allow a user to add and remove the Complaint Relations

Settings

Renaming the Menu Label for 'Complaints'

The only setting in the Administration area which relates to the Complaints module, is the one which allows renaming its corresponding menu label. Only the main menu label will be updated and the word 'Complaint' will continue to be displayed inside the module, on fields and other text.

Only Site Admins can perform the following operation.

To replace the label 'Complaint' on the main menu:

Navigate to 'Administration > Settings > Organisational Unit Preferences'
Select an OU where to make the change (this can then be copied to all OUs as shown below)
Click the row 'Menu/Tabs Translations'
Locate and click the item, 'Complaints'
In the pop-up window which appears, enter a new name for the menu label in the field 'Value' (e.g., 'Feedback')
And click Save

The new label will only be visible to those whose 'Home OU' is the same as the OU in which you made the change.

To propagate this change to all OUs:

Navigate to 'Administration > Settings > Organisational Unit Preferences'
Select the OU where you made the change
Tick the checkbox in the left column, next to 'Menu/Tabs Translations'
Click the button 'Copy Preferences To', which will appear on the right above the preference tabs when you tick any checkbox
In the pop-up window which appears, click the triangle icon to expand the list of OUs or just tick the small circle next to 'Account' to select all OUs. You can also select specific OUs by ticking the small circle next to their name.
Click 'Copy Preferences' to finish

Adjusting Personal Preferences to receive 'Complaints' notifications

The 'User Responsible', 'Manager Responsible' and staff added in the 'Include Users' field will be issued notifications about the progress of a Complaint record. These participants can choose which emails they wish to receive in the personal preferences area.

To access this page, navigate to 'My Profile > Preferences > Complaint Notification Settings'. The 'My Profile' button is found in the left sidebar near the bottom.

Next step:

The next article covers Searching and Reporting Complaints Records (Pt.3)

Previous step:

The previous article covers Introduction to Complaints Management (Pt.1)