Complaint Schema

Complaint title

Workflow status (tenant-configurable)

Complaint category (tenant-configurable)

INCOMING = customer to us, OUTGOING = us to supplier

Complaint priority

How the complaint was received

Detailed complaint description

Verbatim customer statement

Internal-only note

Customer/supplier party UUID

Specific site/address of the associated party

Contact person UUID

Assigned employee user UUID

Responsible department UUID

Linked ticket UUID

Linked sales order UUID

Linked contract UUID

Linked asset UUID

Linked invoice UUID

Related article/product UUID

Response deadline (YYYY-MM-DD)

Resolution deadline (YYYY-MM-DD)

Claimed amount (Decimal128 as string)

Credit note amount (Decimal128 as string)

Replacement cost (Decimal128 as string)

ISO 4217 currency code

Estimated total cost (Decimal128 as string)

Actual total cost (Decimal128 as string)

How the complaint was resolved

Root cause category (configurable list)

Root cause analysis

Corrective action taken

Preventive action for future

Whether the complaint was accepted as valid

Reason for rejection

Post-resolution customer satisfaction (1-5)

If set, this complaint was merged into the referenced complaint

Complaint number of the complaint this was merged into (denormalized for display)

Timestamp at which the latest inbound customer email on this complaint was acknowledged as "handled, no reply needed". Clears the awaiting-reply badge when >= the last inbound email time; a newer inbound email re-arms it. Independent of resolvedAt/closedAt — the badge is shown regardless of workflow state. Mirrors opportunity.inboundReplyAckedAt.

User who acknowledged the latest inbound customer email (see inboundReplyAckedAt).

Tags

Set when this complaint was converted to another entity (ticket). The complaint is kept — not deleted — so linked records stay reachable. Written only by the conversion routes.

Set when this complaint was created by converting another entity (ticket). Written only by the conversion routes.

Timestamp of the last status change (drives time_in_status / time_to_status targets, ADR 0117a)

Timestamp of the first agent response to the complaint (drives time_to_first_response targets, ADR 0117a)

Denormalized active service targets (ADR 0117a)