Managing Contacts in Complaints Records (Pt.7)

The 'Contacts' tab in Complaints records is divided into sections which group any contacts involved in the matter by their role in the event.

There are 4 sections:

• Complainants
• People Affected
• Staff Members Involved
• Other Contacts
  
  

In each section there is a button to add contacts on the right:

• ⊕ Add Complainants
• ⊕ Add People Affected
• ⊕ Add Staff Involved
• ⊕ Add Other Contacts
  
  

The 'Contacts' tab is only shown to users with the 'Complaints:View Contacts' permission. The add buttons are only shown to users with the 'Complaints:Add Contacts' permission who can edit the Complaint, and are hidden when the Complaint is closed or inactive.

To remove a contact from the Complaint, click the trash icon on that contact's row. This icon is only shown to users with the 'Complaints:Remove Contacts' permission.

Clicking any of these buttons will invoke a pop-up window which lists the active contacts in your account that are not already in that section. Use the 'Search' (name) and 'Address' fields to narrow the list.  If they are already on your contacts list, you can add them by clicking the plus (⊕) sign in the 'Add' column.

In the same pop-up window, at the top right of the 'Contacts' results table, there is a button to add new contacts - '⊕ Add New Contact'. This button appears when the search returns at least one contact, and only for users who can create People.

Clicking this button will allow you to create a new contact on the fly without having to navigate away to the Contacts area. Click 'Create and Add' to create the contact and add it straight to the section the pop-up window was opened from.

Not all details need to be entered to create a new contact.  Only the first and last name are required, but an email address or phone number should be added to get in touch if necessary.

Managing Complaint Relations

Complaint Relations help you describe how different people relate to a Complaint.

This look-up field can only be managed within the contacts added to Complaints records, and it is displayed in the 'Relation' column of each contact added in the 'Contacts' tab.

To set the relation a contact has with a complaint:

The 'Complaint Relation' field is only shown to users with the 'Complaints:Manage Relation Types' permission, and the contact's fields can only be edited by users with permission to edit People.

1. Open the 'Contacts' tab of the Complaint record
2. Click the name of the contact to open a pop-up window with the contact's details
3. Click the edit (pencil) icon of the field, 'Complaint Relation'
4. Select one of the options presented and click Save

To manage 'Complaint Relations':

• Open the 'Contacts' tab of the Complaint record
• Click the name of the contact to open a pop-up window with the contact's details
• Click 'Manage Relation Types' (only shown to users with the 'Complaints:Manage Relation Types' permission)
• Enter the 'Relation Name' in the free-text field provided
• Leave the checkbox by 'Save the Relation and Quit' ticked to add the new relation to the selected contact
• Click 'Add Relation'

Relations that are not in use can be removed from the same panel by clicking the trash icon next to them.

Next step:

The next article covers Resolving and Managing Complaints Records (Pt.8)

Previous step:

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