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Concern Classifications
Classifications organize a selection list of terms into one, two or three tiers to classify each Concern for reports and charts. Actions can be automatically generated for each Category to produce a default workflow for the Concern Owner. Each of the three tiers have a default label that can be customized in Configuration | Data Names:
Organization
Concern Type 1st tier of categories
Category 2nd tier of sub-categories
Reason 3rd tier of sub-sub-categories
Concern Types
Concern Types are generally broad such as Product, Shipping, Service, Audit, Administrative, etc. Each Concern Type can also specify:
- Owner default routing only for Concerns submitted from the Customer Web Portal Add-on
- Product Required checkbox for Concern Types will require Users to select a Product on the Product Tab
Categories
An unlimited number of Concern Categories can be established for each Concern Type. Automatic defaults settings for each Category include:
- Concern Owner default routing automatically assigns the Concern Owner
- Default Days establishes the number of days from the Date Received until the Due Date for a Concern
- Actions automatically generates the list of Actions on the Actions Tab in the same order listed here
Reasons
An unlimited number of Concern Reasons can be established for each Concern Category.
Any Default Days defined for the associated Concern Category do not apply if Default Days are defined for a Reason.
Update History checkbox will update existing Concerns if an existing Classification needs to be changed. Left unchecked, the result is that any historical Concern data with the old Classification remain unchanged. When terminology for a Classification needs to be modified, It is usually preferred to update history for consistent Reports and Charts.
Actions
Default Actions create default workflows for the Concern Owner so that the same required Actions are automatically listed for them. Each Category may include Default Actions so that those Actions are automatically generated on the Actions Tab in the Concern when the Category is chosen. The list of Actions are those defined in Setup | Action Types.
- Each Category may be configured to include one or several Default Actions.
- When Default Actions are generated automatically, a Concern Owner with Delete Actions privileges may delete them. The Concern Owner can also add other Actions in the Concern as needed.
See also