How To: Update a Comment/Complaint

Table Of Contents

Steps
Understanding the Screen
Active / Inactive Complaints Filter
Top Grid
Comment Section
History Grid
History Comments
Result
Tips
Related Articles
Use the Comments / Complaints tab to review and update existing customer comments, complaints and associated activity. You can change statuses, add internal notes, record preventative actions and create Communication Log entries.
Note
To create a new comment or complaint, see How To: Create Comment/Complaint.

Steps

  1. Open a Customer screen (show me how).
  2. Load the required customer record.
  3. Open the [ Detail | CRM | Comments / Complaints ] tab.

Understanding the Screen

The Comments / Complaints tab is divided into four main areas:

Active / Inactive Complaints Filter

Use the tri-state filter to control which records are displayed:
  • Ticked: Show active complaints only.
  • Unticked: Show inactive complaints only.
  • Black square: Show both active and inactive complaints.
After changing the filter, click the Refresh button to update the results.

Top Grid

Displays all comments and complaints that match the current filter settings.

Comment Section

Displays the detailed comments for the selected comment or complaint.

History Grid

Displays the history and audit trail for the selected record.

Update the Comment or Complaint

  1. Select the required comment or complaint from the top grid.
  2. Press Alt + E or click Edit.
  3. If the status has changed:
    • Press F4 in the Status field.
    • Select the new status from the lookup list.
  4. If responsibility for the complaint has changed:
    • Press F4 in the User field.
    • Select the appropriate user.
  5. Enter any additional notes in the first comment field.
  6. If applicable, enter any ISO Preventive Comment in the designated field.

History Comments

When changes are made, a History Comment field becomes available.
Use this field to record details about the update.
Any text entered here will appear in the Comment column of the read-only History grid, providing an audit trail of changes made to the record.

Add a Communication Log Entry

If you need to record customer contact relating to the complaint or comment:
  1. Click the Add To Communication Log button.
  2. Enter the relevant information in the CRM Text dialog.
  3. Select the appropriate contact type.
  4. Click OK.
  5. Return to the [ Detail | CRM | Comments / Complaints ] tab.

Save the Changes

  1. Review your updates.
  2. Press Ctrl + S or click Save.

Result

The comment or complaint record is updated and any changes are recorded in the history grid. If a Communication Log entry was added, it will also be stored against the customer record for future reference.

Tips

  • Always enter meaningful History Comments when updating complaint statuses.
  • Use Communication Log entries to maintain a complete record of customer contact.
  • Regularly review active complaints to ensure they continue progressing towards resolution.
  • Record preventative actions where appropriate to support quality and compliance processes.

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