General Complaint Automations

The following workflow automations have already been built into the all Complaint-related PCQs. Many of them are specific to a certain Status Code and will be noted as such. For more information on how to edit them, review the Workflow Automations section of the Organization Settings.

30 day reminder for respondent: Functionality will be built into the program, no trigger.

Closed Trigger (Status Code: Closed): This predefined automation will cause a reminder pop-up message to appear when a complaint's Status Code is changed to "Closed" and the Save button is clicked. It will remind the user to make sure that the "Closed" checkbox is checked to properly close the case.

Grade A Trigger: This predefined automation will cause a reminder pop-up message to the user to send an email to their supervisor to review the case, and add legal staff to the case as well. This popup will appear when a case is set to Grade A (3 stars) and the complaint is updated with the "Save" button.

Mediation Trigger (Status Code: Mediation): This predefined automation will automatically assign the case to the Mediation staff group, and a pop-up message will be displayed reminding the user that the complaint has been assigned to that staff group. It is fired when the complaint's Status Code is set to "In Mediation" and the record is saved with the Save button. Be sure that the case is ready to move to mediation status before this automation is fired, as no other staff group will have access to it after it takes place.

Legal Trigger (Status Code: Legal): This predefined automation create a Todo reminding the user to assign and notify the Legal staff group, and an email notification will be sent to Nelson Chan informing him that the complaint has been changed to legal status. It is fired when the complaint's Status Code is set to "In Legal" and the record is saved with the Save button.

Show Mediation Data (Status Code: Mediation): This predefined automation will ensure that the Mediation status code custom fields will only display for Staff members who are part of the Mediation group. This ensures that even Staff users who have credentials to view the complaint who are not members of the Mediation group cannot view those specific fields. It is fired when the complaint is loaded and the Status Code is "In Mediation".