Adding Complaint Content

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Viewing and Updating Global Information

The Global Information Bar of a Complaint is displayed while viewing any section of a complaint. The edit capability for all other summary information is based on permissions and your local configuration.

Editable sections in the Global Information Bar are the fields where the text is blue with dotted lines underneath (hyperlink)

1. Click the hyperlink to open a corresponding pop-up box to editing existing content.

 

viewing and updating global information

 

Change Complaint Name

1. Clear the current content and type in the change.

2. Click the check - icon button to finalize the action.

Change Complaint Name

Change Complaint Type

1. Click an item from the list to replace the existing content.

2. Click the check - icon button to finalize the action.

Change Complaint Type

Change Assignee

1. Clear the current content and type in the change.

2. Click the Save button finalize the action.

Change Assignee

Change Owning Group

1. Clear the current content and type in the change.

2. Click the Save button finalize the action.

Change Owning Group

Change Priority

1. Click an item from the list to replace the existing content.

2. Click the check icon button to finalize the action.

Change Priority

Change Due Date

1. Calendar date selector field: Click the month, day, or year. Use the spin control to modify the date.

2. Calendar picker: Click the down arrow to open the calendar. To change month and year, click the < left or > right arrows. To close the calendar, click the circle icon button.

3. To clear existing content, click the Clear (X) icon in the field or panel.

4. To close the pop-up box without saving, click the Close (boxed X)

5. To open a list, click the Expand (arrow-down) button.

6. Click the check icon button to finalize the action.

Change Due Date

Viewing Overview Details

The Overview Details section is the initial section that is displayed when clicking on a Complaint title.

When opening a complaint, sections automatically display only if they are enabled in Complaint preferences. You can open disabled complaint sections from the Navigation Icons Panel or the expanded folder view in the Browse Panel.

The enabled sections that automatically display when you initially select the complaint are in read-only mode. To update complaint information, open the section from the link or expanded folder.

1. In the Expanded Treeview of the Browse Panel, click on the Complaint title or icon, or from the Navigation Icons Panel select the Overview - icon icon to open the Overview section.

Viewing Overview Details

Tip: Additional sections can be enabled by default in the Complaint section of preferences.

Viewing and Updating Details

View Details

The Details section records information about the details directly associated to the complaint.

1. In the Expanded Treeview of the Browse Panel, click on the Details section title or icon, or from the Navigation Icons Panel select the Details icon icon to open the Details section.

2. The free-form text space is available for edit.

View Details

Tip: The name and shortcut keys appear in a pop-up box when hovering over tools.

Edit Details

1. Enter (or update) complaint details in the text space. The section provides a full set of tools for formatting text, adding hyperlinks, and attaching a variety of file types.

2. When the entry is complete, click the Save (disk icon) button save icon.

Viewing and Updating Locations

View Locations

The Locations section records location information directly associated to the complaint.

1. In the Expanded Treeview of the Browse Panel, click on the Locations section title or icon, or from the Navigation Icons Panel select the location icon icon to open the Locations section.

View Locations

Add Locations

1. To add a location, click the icon button on the section title bar. This will link to a pop-up window where a location can be added.

2. Complete the required fields and any additional fields and click Save Location when finished.

Add Locations

Note: Required fields are outlined in red.

Edit Location

1. To edit a location, click the edit icon button, and you will be able to modify a previous entry.

Delete Location

1. To delete a location, click the delete icon button, and the entry will be removed.

Filter Location

You can filter locations by addresses, city, state, zip code, country, last modified date, or who it was last modified by.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Location

Viewing and Updating People

View People

The People section records information about people directly associated to the complaint.

1. In the Expanded Treeview of the Browse Panel, click on the People section title or icon, or from the Navigation Icons Panel select the Add Existing Members -icon icon to open the People section.

View People

Add People

1. To add a person, click the icon button on the section title bar. This will link to a pop-up window where a person can be added.

Add People

Note: Required fields are outlined in red.

2. To add a new Person, select the add new person icon button where you can add a new person that isn’t currently in the system.

person

3. Complete the required fields and any additional fields and click Save Person when finished.

Edit People

1. To edit a person, click the edit icon button, and you will be able to modify a previous entry.

Delete People

1. To delete a person, click the delete icon button, and the entry will be removed.

Filter People

You can filter a person by role, first or last name, organization, phone number, or location.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter People

Viewing and Updating Organizations

View an Organization

The Organization section records organization information directly associated to the complaint.

In the Expanded Treeview of the Browse Panel, click on the Organization section title or icon, or from the Navigation Icons Panel select the Cases section icon icon to open the Organization section.

Organization

Add Organizations

1. To add an organization, click the icon button on the section title bar. This will link to a pop-up window where an organization can be added.

Add Organizations

Note: Required fields are outlined in red.

2. To add a new Organization, select Add new organization the button where you can add a new organization that isn’t currently in the system.

add new organization

3. Complete the required fields and any additional fields and click Save Organization when finished.

Edit Organizations

1. To edit an organization, click the edit icon button, and you will be able to modify a previous entry.

Delete Organizations

1. To delete an organization, click the delete icon button, and the entry will be removed.

Filter Organizations

You can filter organizations by organization, organization type, ID, primary contact, phone number, or location.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Organizations

Viewing and Updating Documents

Documents section

The Documents (or Attachments) section provides the space for associating documents to a complaint and individually managing each file.

1. In the Expanded Treeview of the Browse Panel, click on the Documents section title or icon, or from the Navigation Icons Panel select the Document - icon icon to open the Documents section.

Documents section

From the Documents section, you can

  • Create form-based documents
  • Add documents from shared drives and assign document types as you copy them into the case folder
  • Copy or move files from other cases
  • Organize the document collection using familiar folder structures
  • Track versions and reinstate to Active status
  • Assign document-level access permissions for each participant
  • Split and merge documents
  • Mark and annotate pages
  • Insert page layers to control document review and content release
  • Download, export, and print files
  • Designate a file as Document of Record

For descriptions and instructions, refer to the Document Management section of this document.

Filter Documents

1. To filter documents, start typing in the filter box. As you type, attachment titles that match what you are typing will be displayed in bold. Any document titles that don’t match what is being typed become greyed out.

Filter Documents

Search Documents Table

1. To search documents, start typing in the search box. Once you have typed what you would like to search, press enter or click the search button.

Search Documents Table

Add a Folder/Sub-Folder

1. To add a folder/sub-folder, right click on the folder or sub folder you wish for that folder to be added to and select ‘New Folder’.

Add a Folder Add a Folder

Add a Document

1. To add a document, right click on the folder or sub folder you wish for that document to be added to and select ‘New Document’.

2. Then select the document type you are uploading.

Add a Document

3. Now browse to a local drive or shared drive and select the file(s) to be uploaded.

Add A Document Add A Document

Add a Correspondence

1. To add a correspondence, right click on the folder or sub folder you wish for that correspondence to be added to and select ‘New Correspondence’.

2. Now pick the correct correspondence from the list and the correspondence will be generated and added to the folder.

Add a Correspondence Add a Correspondence

Search for a Document

1. To search for a document, right click on the folder or sub folder you wish for that document(s) to be added to and select ‘Search Document(s)’.

Search For A Document

2. Then a user can search the ArkCase repository for any document.

Search for a document

3. Once the search returns document, per the search criteria, the user can select one many or all document to be added to the request folder.

Search for a document

search for a document

View a Document in the Document Viewer

1. To view a document, right click on the document and click ‘Open’ or double click the document name.

2. The document will then open in the viewer.

View a Document

Annotate/Redact a Document

1. When a document is open in a viewer, the user cannot only add annotations (text, shapes, stamps), but the user can redact a certain area of the document.

Redact a Document

Annotation Shapes/Stamps

Annotation Shapes/Stamps

Redaction

Redaction

2. By click the icon button, the user can us the + icon to click and drag across an area of the document.

3. This is a redaction annotation that is an overlay on the document (Note: the current version of the document is not effect, due to the annotations (i.e. redaction, text, stamp) being an overlay).

4. After a redaction annotation is added, the overlay can be modified or deleted by right clicking on the redaction area.

Redaction

5. The user can add as many redaction annotations as needed to cover the specific information that can’t be viewed by the public.

6. The user can then save the annotations by click the save button button on the viewer.

Redaction

Search the Document to Redact One or Many Matches in Bulk

1. When a document is open in a viewer (in Edit Mode), the user cannot only add a single redaction annotation, but the user can search for a specific term and redact all matches or each match one by one, in a bulk action.

Search the Document

2. When the term has been searched or the pattern has been selected, the user has the ability to add redaction annotations, exemption codes, and notes to one, many, or all results.

search the document

search the document search the document

3. The user can then save the annotations by click the save button button on the viewer or burn the redactions permanently and version control the document.

save the annotations

save the annotations

Search the Document with Predefined Patterns to Redact One or Many Matches in Bulk

1. When a document is open in a viewer (in Edit Mode), the user can search for a specific pattern (i.e. SSN, Telepone #) and redact all matches or each match one by one, in a bulk action.

Search the Document with Predefined Patterns

2. When the pattern has been search, the user has the ability to add redaction annotations, exemption codes, and notes to one, many, or all results.Search the Document with Predefined Patterns Search the Document with Predefined Patterns Search the Document with Predefined Patterns

3. The user can then save the annotations by click the save button button on the viewer or burn the redactions permanently and version control the document.

save the annotations save the annotations

Add Exemption Code(s) to a Document

1. When a redaction annotation is added to the document, the user can right click on that overlay and add an exemption code for that redaction annotation.

Add Exemption Code

2. An exemption code can be added to each redaction annotation overlay individually.

3. The user can then save the annotations by click the save button button on the viewer.

save the annotations

Burn Redaction into Document

1. When all redaction annotation and exemption codes have been added to a document, the user can permanently burn the annotations.

2. The user can click the refresh icon button, then the screen will refresh and show the new version (i.e. v2.0) of the document with the redaction annotations burned into the document (Note: each redaction annotation will show the exemption code selected, if one was added.).

Burn Redaction

Print a Document from the Viewer

1. A user can print a document from the viewer by clicking the print icon button.

2. Print options will allow the user to print the document with or without annotations, redactions, document notes, and watermarks

Print a Document

3. Once the print button button is clicked, a print preview window will show, to print to a specific print or save as a pdf.Print a Document

All Other Folder and Document Actions

See the Document Management section of this document

Viewing and Updating Participants

View Participants

The Participants section records information about the participants directly associated to the complaint.

1. In the Expanded Treeview of the Browse Panel, click on the Participants section title or icon, or from the Navigation Icons Panel select the Participants - icon icon to open the Participants section.

View Participants

Add Participants

1. To add a participant, click the icon button on the section title bar. This will link to a pop-up window where a participant can be added.

Add Participants

Note: Required fields are outlined in red.

2. Complete the required fields and any additional fields and click Save when finished.

Edit Participants

1. To edit a participant, click the edit icon button, and you will be able to modify a previous entry.

Delete Participants

1. To delete a participant, click the delete icon button, and the entry will be removed.

Filter Participants

You can filter participants by participant type or name.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Participants

Viewing and Updating Notes

View Notes

The Notes section records notes and information about the notes directly associated to the complaint. It will show previous notes and is available to add or update notes.

1. In the Expanded Treeview of the Browse Panel, click on the Notes section title or icon, or from the Navigation Icons Panel select the Notes - icon icon to open the Notes section.

View Notes

Add Notes

1. To add a participant, click the icon button on the section title bar. This will link to a pop-up window where a participant can be added.

2. Complete your note and click Save when finished.

Add Notes

Edit Notes

1. To edit a note, click the edit icon button, and you will be able to modify a previous entry.

Delete Notes

1. To delete a note, click the delete icon button, and the entry will be removed.

Viewing and Updating Tasks

View Tasks

The Tasks section records information about the tasks directly associated to the complaint. It will show previous tasks and is available to add or update tasks.

1. In the Expanded Treeview of the Browse Panel, click on the Tasks section title or icon, or from the Navigation Icons Panel select the correct icon icon to open the Tasks section.

View Tasks

Add Tasks

1. To add a task, click the icon button on the section title bar. This will link to a pop-up window where a participant can be added.

2. Complete the required fields and any additional fields and click Save Task when finished.

Add Tasks

Note: Required fields are outlined in red.

Edit Tasks

1. To edit a task, click the edit icon button, and you will be able to modify a previous entry.

Delete Tasks

1. To delete a task, click the delete icon button, and the entry will be removed.

Viewing and Updating References

View References

The References section records information about the references associated to the complaint. It will show the reference number, titles and is available to create records of all other relevant information.

1. In the Expanded Treeview of the Browse Panel, click on the References section title or icon, or from the Navigation Icons Panel select the arrow icon icon to open the References section.

View References

Add References

1. To add a reference, click the icon button on the section title bar. This will link to a pop-up window where a reference can be added.

Add References

2. Search and select a reference. Then click add, and the reference will be added to the complaint. All columns will be filled automatically after the add button is clicked.

Delete References

1. To delete a reference, click the delete icon button, and the entry will be removed.

Filter References

You can filter references based on reference number, title, type, assignee, date last modified, or status.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter References

Viewing History

View History

The History section records associated events that take place in relation to the complaint.

1. In the Expanded Treeview of the Browse Panel, click on the History section title or icon, or from the Navigation Icons Panel select the  icon to open the History section.

View History

Viewing and Updating Time

View Time

The Time section records information about the timesheets associated to the complaint. It will show the form name, user, and other related information.

1. In the Expanded Treeview of the Browse Panel, click on the Time section title or icon, or from the Navigation Icons Panel select the clock -icon icon to open the Time section.

View Time

Add Time

1. To add a timesheet, click the icon button on the section title bar. This will link to separate window where the timesheet can be completed.

Add Time

2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.

Edit Time

1. To edit a timesheet, click the edit icon button, and you will be able to modify a previous entry.

Delete Time

1. To delete a timesheet, click the delete icon button, and the entry will be removed.

Filter Time

You can filter timesheets based on the form name, user, total hours, total cost, modified date, or timesheet status.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Time

Viewing and Updating Cost

View Cost

The Cost section records information about the costsheets associated to the complaint. It will show the form name, user, and other related information.

1. In the Expanded Treeview of the Browse Panel, click on the Cost section title or icon, or from the Navigation Icons Panel select the Navigation Icons Panel icon to open the Cost section.

View Cost

Add Cost

1. To add a costsheet, click the icon button on the section title bar. This will link to separate window where the costsheet can be completed.

Add Cost

2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.

Update Cost

1. To edit a costsheet, click the edit icon button, and you will be able to modify a previous entry.

Delete Cost

1. To delete a costsheet, click the delete icon button, and the entry will be removed.

Filter Cost

You can filter costsheets based on the form name, user, total cost, modified date, or costsheet status.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Cost

Viewing and Updating Tags

View Tags

The Tags section provides the space for associating tags directly to a complaint.

1. In the Expanded Treeview of the Browse Panel, click on the Tags section title or icon, or from the Navigation Icons Panel select the tags icon icon to open the Tags section.

View Tags

Add Tags

1. To add a tag, click the icon button on the section title bar. This will link to a pop-up window where a tag can be added.

Add Tags

2. Complete the fields and select Add Tag when finished.

 

Delete Tags

1. To delete a tag, click the delete icon button, and the entry will be removed.

Filter Tags

You can filter tags based on the tag, the date created, or the user who created it.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Filter Tags

Viewing and Updating Calendar

View Complaint Calendars

The Calendar section provides the space for associating calendar events directly to a complaint.

1. In the Expanded Treeview of the Browse Panel, click on the Calendar section title or icon, or from the Navigation Icons Panel select the calendar icon icon to open the Calendar section.

View Complaint Calendars

Add Calendar Events

1. To add a tag, click the icon button on the section title bar. This will link to a pop-up window where a reference can be added.

Add Calendar Events

2. Complete the fields and select Next when finished.

3. Enter any comments that you have into the field provided.

new event

4. Complete the fields and select Next when finished.

5. Add any attachments related to the event.

new event

6. Complete the fields and select Add New Event when finished.

Update Calendar Events

1. To edit a calendar event, click the edit icon button, and you will be able to modify a previous entry.

Delete Calendar Events

1. To delete a calendar event, click the delete icon button, and the entry will be removed.

Viewing and Updating Approval Routing

View Approval Routing

The Approval Routing section provides the space for adding a workflow to the complaint. Here you can add and remove approvers as well as see a history of past reviewers.

1. In the Expanded Treeview of the Browse Panel, click on the Approval Routing section title or icon, or from the Navigation Icons Panel select the Approval Routing icon icon to open the Approval Routing section.

View Approval Routing

View Approval Routing

Add Approvers

1. To add an approver, click the icon button on the section title bar. This will link to a pop-up window where an approver can be added.

Add Approvers

Note: Required fields are outlined in red.

2. Complete the required fields and any additional fields and click Save when finished.

Delete Approvers

1. To delete an approver, click the delete icon button, and the entry will be removed.

Initiate Approvers

1. To initiate the approval workflow, click the Initiate button on the section title bar.

Closing a Complaint

Once the complaint (pre-case) information has been reviewed and is complete, close out the complaint. The Close Complaint Request is used for setting disposition and assigning approver(s). The submitted request triggers an automated workflow that moves the complaint to the next stage of completion.

Create Close Complaint Request

1. Click the Close Complaint button located in the Action Panel beneath the complaint Summary Panel in the content frame.

Request

2. When the Close Complaint page opens, review and add the information required to complete the request.

Close Complaint

Note: The Close Complaint Request provided below is the Core ArkCase form. Your organization’s configuration may show different field labels and required fields.

Subscribing to a Complaint

1. In the Action Panel, click the Subscribe - button button to make available a list of all events related the Complaint. (Click Unsubscribeto cancel.)

Claiming a Complaint

1. In the Action Panel, click the claim button to self-assign the Complaint. (Click Unclaim to unassign.)

Restricting a Complaint

1. In the Action Panel, check the restrict icon check box to restrict view and modification permissions to you (as assignee) and to designated members of the owning group.