Complaint Board - Incident Management

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  Complaint / Incidents Submission

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  Administrator Site

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  Employee Site

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  Categorization of Groups

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  Audit History

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  Complaint Reports

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  Records for Complaint Details

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  Complaint Reports Per Department

Inspiration

Tech Tammina’s Complaint Board - Incident Management application, using the power of the Appian platform, enables the management of any type of complaint or service request made by employees in an organization. The app allows the user to categorize and prioritize complaints and routes it to the appropriate group/department for resolution.

What it does

Administrators have the ability to create categories, groups and subsequently map members to groups and groups to categories using the Appian Tempo interface. A complete audit trail, including comments history and uploaded supporting images, helps provide a complete history of the complaint.

How we built it

Appian serves as an interaction between employees, process, data, and content. Unify these interactions for better, faster, smarter decisions.

Challenges we ran into

1. Escalation of complaints

2. Management of Groups

Accomplishments that we're proud of

1. Dynamic complaint routing to the correct groups

2. Categorization of complaints based on severity and priority determined via a user-requested due date

3. Users can attach multiple supportive images for each complaint

4. Users can evaluate complaints by adding comments and can view a complete audit trail accessible at any point in time

5. Ability to reassign or escalate the complaint request

6. Provides ratings and user satisfaction surveys of the service that can be utilized in analysis and performance evaluations of individual employees or groups

7. Leverages news feed posts and automated email notifications to provide updates

What we learned

A simple but effective Appian Application which suits all sorts of companies and industries.

Import once and manage the rest using Actions in the Tempo Interface.

Dynamic Categories, Groups, Mapping Members to Respective Groups & Mapping Respective Groups to Particular Categories.

What's next for Complaint Board

1. Custom Email Templates

Built With

• appian
• sail