SDL Online - Processing Portal Complaint Requests

This guide will demonstrate how to create a Complaint from a Complaint Portal Request in SDL Online. First, click the Home button.

Pending Portal Requests for the current module will be displayed on the home page.

Double-click the Portal Request you want to process.

The assignment information will be automatically populated based on the complaint type settings. 

You can change the assignment information by clicking on the Department/User Assigned drop down boxes and selecting a new value.

If you intend to refuse the request you can provide information in the Refusal Notes box. The applicant will receive these comments with the refusal email. 

Click Process to accept the Portal Request and create the Complaint.

The request has now been processed and removed from the Pending Portal Requests list.

The new complaint can now be viewed and managed via the Complaints data grid.

The complaints data grid can be filtered and sorted as desired. Clicking the Created column will sort the data grid from oldest to newest, clicking again will reverse the order. 

Double-click the complaint to open it.

Click the Details tab.

The majority of the complaint information can be edited from this screen. 

The applicant will be notified when the Status of the complaint is changed to Complete.

Public comments will be available to the applicant and other SDL Portal users.

Result comments are for internal use. 

Click Save when finished.

The process is now complete. You can access the complaint to make further changes at any time via the Complaints data grid.