Two ways to open a case
| Path | When |
|---|---|
| Create complaint directly | Permission set includes complaint create |
| Intake → Promote to Complaint | Receive and triage first; Promote when create is not granted |
Business permission sets may remove direct create and keep Promote only (system creates; initiating user stays on audit).
Intake structure
One complaint intake may list multiple reported products; each product may list multiple batches.
Email-sourced intakes show up to ~32,000 characters in the body; overflow is noted and the full message stays in attachments.
Before Promote
- Create intake with source, products, batches, follow-ups (per layout).
- Triage: close or prepare to promote.
- Required complaint fields must be filled on the intake and reported products before Promote to Complaint.
Promote (once only)
Run Promote to Complaint on the intake:
| Split | How many complaints |
|---|---|
| By product | One per reported product; all batches on that line |
| By batch | One per batch of each product |
Running Promote again does not create another set.
Fields, products, and viewable attachments copy over. Contacts and intake follow-ups stay on the intake; the complaint links back.
Users without complaint create use Promote; the system creates the record and the clicking user is the initiating actor.
FAQ
| Symptom | What to check |
|---|---|
| Promote fails | Required fields, already promoted, product/batch data |
| Expected multiple complaints | Per-batch split setting |
| Action forbidden | Use Promote without create permission |
Next
Investigations → overview on Quality processes Approval → Workflow approval tasks