Add Complaint Content

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Global Information
Details
Locations
People
Organizations
Documents
Participants
Notes
Tasks
References
History
Time
Cost
Tags
Approval Routing
Complaint Actions

Global Information

The Global Information 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 with blue text.

1. Click the blue text to open the content for editing.

viewing and updating global information

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

Change Complaint Name

Details

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

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

View Details

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: Hover over the icon to view the name and shortcut keys.

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.

Locations

View Locations

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

To edit a location, click the edit icon button.

Delete Location

To delete a location, click the delete icon button.

Filter Location

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

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

People

View People

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. The Add person window opens.

Add People

Note: Required fields are outlined in red.

2. Select the add new person icon button to add someone that is not currently in the system.

person

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

Edit People

To edit a person, click the edit icon button.

Delete People

To delete a person, click the delete icon button.

Filter People

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

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

Organizations

View an Organization

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. The Add Organization window opens.

Add Organizations

Note: Required fields are outlined in red.

2. Select Add new organization to add a new organization that is not currently in the system.

add new organization

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

Edit Organizations

To edit an organization, click the edit icon button.

Delete Organizations

To delete an organization, click the delete icon button.

Filter Organizations

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

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

Documents

Documents section

The Documents (or Attachments) section lists the complaint documents.

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

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.

Filter Documents

Search Documents Table

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

To add a folder/sub-folder, right click on the folder or sub folder in which to add the folder and select ‘New Folder’.

Add a Folder Add a Folder

Add a Document

1. To add a document, right click on the folder for the document and select ‘New Document’.

2. Select the document type you are uploading.

Add a Document

3. 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 for the correspondence and select ‘New Correspondence’.

2. Pick the 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 and select ‘Search Document(s)’.

Search For A Document

2. Search the ArkCase repository for any document.

Search for a document

3. Select document(s) 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 opens in the viewer.

View a Document

Annotate/Redact a Document

When a document is open in a viewer, you can add annotations (text, shapes, stamps) or redact portions.

Redact a Document

Annotation Shapes/Stamps

Annotation Shapes/Stamps

Redaction

Redaction

Click the icon button then use the + icon to click and drag across an area of the document.

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).

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

Redaction

You can add as many redaction annotations as needed.

Click  save button to save your changes.

Redaction

Search the Document to Redact One or Many Matches in Bulk

When a document is open in a viewer (in Edit Mode), you can search for a specific term and redact all matches or each match one by one, in a bulk action.

Search the Document

Search for a pattern then add redaction annotations, exemption codes, and notes to results as needed.

search the document

search the document search the document

Click save button button on the viewer or burn the redactions permanently and version control the document.

save the annotations

save the annotations

Bulk Redaction

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

You can add redaction annotations, exemption codes, and notes to results as needed.Search the Document with Predefined Patterns Search the Document with Predefined Patterns Search the Document with Predefined Patterns

Click  save button to save or burn the redactions permanently and version control the document.

save the annotations save the annotations

Add Exemption Code(s) to a Document

1. Right-click on the overlay and add an exemption code for the redaction annotation.

Add Exemption Code

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

Click  save button to save.

save the annotations

Burn Redaction into Document

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

Click the refresh icon button. 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

Click the print icon button to print.

Print options let you print the document with or without annotations, redactions, document notes, and watermarks

Print a Document

Select a printer or choose print to PDF. Print a Document

Participants

View Participants

The Participants section records information about the participants directly associated with 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. The Add Participant window opens..

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

To edit a participant, click the edit icon button.

Delete Participants

To delete a participant, click the delete icon button.

Filter Participants

You can filter participants by participant type or name.

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

Notes

View Notes

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. The Add Note window opens.

2. Complete your note and click Save when finished.

Add Notes

Edit Notes

To edit a note, click the edit icon button.

Delete Notes

To delete a note, click the delete icon button.

Tasks

View Tasks

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. The New Task window opens.

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

Add Tasks

Note: Required fields are outlined in red.

Edit Tasks

To edit a task, click the edit icon button.

Delete Tasks

To delete a task, click the delete icon button.

References

View References

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

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. The Add Reference window opens.

Add References

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

Delete References

To delete a reference, click the delete icon button.

Filter References

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

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

History

View History

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

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

Time

View Time

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

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

To edit a timesheet, click the edit icon button.

Delete Time

To delete a timesheet, click the delete icon button.

Filter Time

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

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

Cost

View Cost

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

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

To edit a costsheet, click the edit icon button.

Delete Cost

To delete a costsheet, click the delete icon button.

Filter Cost

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

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

Tags

View Tags

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

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. The Tag window opens.

Add Tags

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

Delete Tags

To delete a tag, click the delete icon button.

Filter Tags

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

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

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.

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. The Add Approver window opens.

Add Approvers

Note: Required fields are outlined in red.

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

Delete Approvers

To delete an approver, click the delete icon button.

Initiate Approvers

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

Complaint Actions

Close 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.

Subscribe to a Complaint

In the Action Panel, click  Subscribe - button

Claim a Complaint

In the Action Panel, click claim

Restrict a Complaint

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