Request Clarification

This scenario occurs when a user requires clarification on the Quality Event before proceeding to the next stage. Clarification can be done at any stage, depending on the workflow configuration.

When a record progresses through the first workflow stage, the assigned authorities in the next stage can request clarification or create a query for the Quality Event record, based on the workflow stage configuration.

To send a Quality Event record for clarification, follow the steps below.

Create a Quality Event record as an originator user and send it to the first stage of the approval workflow by following the steps detailed in the Create Quality Event section.

As the authority in the first stage of the approval workflow, send the Quality Event record to the second stage of the workflow, i.e., Investigation, by following the STEP 1 to STEP 6 from the Approve Quality Event section.

As the authority in the Investigation stage, claim the record and click on the Request Clarification button.
On the Request Clarification screen, add additional recipients, add a description, and click on the Request and Create Query button.
Once the record is successfully sent for clarification, the record displays the statuses as configured in the workflow.
Additionally, the authority in the previous stage receives an email notification stating that a clarification is required on the Quality Event record.
As the authority in the first stage, open the record and navigate to the Queries tab in the quick view panel and click on the > arrow.
Click on the Respond button.
Enter the necessary response and click on the Update and Save button.
As the query initiator, i.e., assigned authority in the Investigation stage, navigate to the Queries tab and click on the Resolve button.
On the Resolve Query modal window, mandatorily enter comments and click on the Resolve button.
Once the Query is successfully resolved, the Queries tab displays the status as resolved.
Click on the Query History button to view the activities related to the Query.
Approve, Resolve, and Close the record by following STEP 9 to STEP 14 detailed in the Approve Quality Event section.