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How do I set up complaint types for the public portal in Connect?

Step 1: Configure Complaint Types in Admin Settings

Go to Admin Settings > Settings > Types > Complaint Categories to add or edit categories. Each entry needs a unique ID number and a label, and can optionally have a default department and user assigned.

Step 2: Configure Public Access in Portal Admin

  1. From the SDL Portal homepage, click Account Menu > Portal Admin.
  2. Click the down arrow next to Web Request, then select Complaints.
  3. Set the overall access level: SDL Desktop User Access, Public Account Access, or Anonymous Access.
  4. Add BCC Emails to receive a notification for every complaint submission.
  5. Under Display Settings, check "Display on home page" or "Display on Request Page" as needed.
  6. Under Manage Templates, configure each individual complaint type template: set its access level, BCC emails, description/instructions, location settings, and required upload fields.
  7. Click Save Settings.

Important: both the main page access level and the template-level access level need to be configured — the main page sets overall access, and templates control access per complaint type.