The Site_Admin Permission is required to configure all the features covered in this article.
- Feedback Types
- Other Types
- Site Setup
There are several different setup screens to configure in the Feedback Module. The main one is Feedback types which is a Core part of the Feedback Module, the other types are for the equality information used for Contacts. All of these can be accessed via the Feedback Topic button in Classic.
A Feedback Type is required in order to create a Feedback Record, and the settings defined in the Feedback Type determine the workflow for the record.
Reference Format - Each Feedback type has its own Reference format. These allow you to prefix your Feedback records with a unique code. The number zero represents a numerical auto-coding. For example: 'COM000' would produce a Code like: 'COMP123'.
In order to show numbers as your prefix, they need to be set as a string value – this is done by putting them in single quotes. Therefore in this example, we will add our prefix to be COMP000-’2019’ so our complaints will be numbered COMP001-’2019’, COMP002-’2019’, etc...
Note that although there is a different reference for each Feedback type, unlike Action and Risk Types there is only one sequence of numbers. For example, if you create a Complaint and it's numbered 1, then create a FOI request this will be numbered 2, then another Complaint which is then numbered 3, etc.
Use Contacts - This tickbox determines whether contacts can be used for the Feedback Type
Web Service Key - Theis field is used for Feedback Integration and can be safely left alone if you do not use the Module. The Key, by default, is a long string of letters and numbers but it can be changed to be a custom string to make it easier to identify. For more information on the Integration module check out the following guide: What is Pentana Risk Webservice Integration?
Select a Stage to configure it or select the 'New' button to add a new stage.
Stage Order - Mandatory. Defines which order the Stages are escalated in.
Due Date is - This defines when the Due date will be set when the Feedback Record enters or is escalated to this stage. There are other variables that impact the Due date calculation which are the exclusion of Weekends and Public holidays and weather transition days are counted.
Exclude Weekends from Calculations - When enabled Weekends will not be counted as a day in the Due date calculation
Exclude Public Holidays from Calculations - When enabled Public Holidays will not be counted as a Day in Due date calculation. Public Holidays must be defined in Site setup.
Users and Roles defined in one of the Ownerships will automatically be added to that Ownership when a Feedback Record is created.
You enable custom fields set up for your Feedback Stages to be mandatory. Fields that are set as Mandatory will be required to have a value before the Feedback Record is Escalated/Descalted or Closed.
Please note that checkbox fields cannot be made mandatory.
Each of the other Types that can be setup for Feedback: Source Types, Contact Types, Ethnicity Types, Age Groups, Religion Types, Sexuality Types and Disability Types can all be configured in Classic.
Select one of the Types to edit and then the 'New' button at the top left corner of the screen to create a new type. The Title is the only mandatory field other fields, such as the Web service Key and Icon can be left blank. Select the 'Save' button to confirm your changes.
There are optional settings to configure within Site setup. This is available from the Admin menu and editable by a Site Administrator.
The Public Holidays can be set up in Site Setup in either Classic or Browser.
Contact Deactivation & Annonomisation
Contacts can be configured to Automatically Deactivate after a set number of days after the lest Feedback Record they are linked to is Closed.
Additionality, they can also be configured to be anonymised after X number of days after they are deactivated.
Both these settings can be configured in Browser Site setup.
Count Transition Days
This setting controls how due dates and days elapsed are calculated in the Feedback module.
When this option is ticked, the day that the item is opened will count as a day in the Due Date calculation and Days elapsed. Similarly, the date the item changes stage will count towards the days elapsed for the stage.
Example: The Feedback item has entered the stage on 10 August 2015. The Due Date is calculated as 4 working days from when the stage is entered. We are viewing it on 12th August 2015.
Calculated Due Date
13th August (10, 11, 12, 13)
3 days (10, 11, 12)
14th August (11, 12, 13, 14)
2 days (11, 12)
Enable Time Fields
This setting controls whether the time is recorded against the Opened and Closed Dates for any Feedback items.
When this option is ticked, any Feedback items that are then opened or closed will automatically have the current time recorded along with the current date. Additionally, the time can be set for all existing Feedback items.
Mail Merge Fields
This allows you to specify which mail merge fields relate to which Feedback fields for correspondence templates.
Click Add... to add a new mail merge field to the table. This opens a wizard. Select the required field from Feedback Fields, Contact Fields or Miscellaneous Fields. In the Mail Merge key box, type the name of the field as it is referenced in the mail merge template. Click OK to add the field.
With a field selected, click Edit... to amend the mail merge key or Delete to remove the field from the table.