Adding Investigators

The Investigators screen allows you to define the names and information of individuals at the transit site who are responsible for reviewing and investigating customer feedback.

Once investigators are defined in this screen, you can perform the following steps:
  • Assign an investigator when typing or reviewing feedback in the COM Representative and COM Investigator screens. Once assigned, the feedback is forwarded to the investigator in the COM Investigator screen.
  • Use the Stamp Investigator tool (provided that the investigator has defined his or her own user login in this screen).
  • Assign investigators to a department (if the department level security is enabled) ensuring that they will only be able to access their own department’s feedback.
  • Filter feedback by investigator name in the Context dialog in the COM Investigator screen.
  • Send feedback by email to investigators by choosing from the predefined list, or create email distribution lists of investigators.
  1. Click Ancillary > Investigators.
    Investigator Tab
  2. Click the Add New button: Add New button
  3. (Search in current employee database) In the Employee field, use the Fast Find control if the employee record is in the database. This feature is case sensitive. Perform any of the following tasks:
    • Type the first three letters of the employee’s last name. Type the name with lower or upper case letters as appropriate.

      Employee names that start with those letters are displayed.

    • Type a forward slash.

      The complete list of employee names appears.

  4. Select the appropriate employee from the list. The name is automatically added to the Employee and Investigator Name fields.
  5. In the Investigator Title field, type the investigator’s title.
  6. (If not selected from Fast Find list) Type the investigator’s login name, email address, phone number, and pager number in the appropriate fields.
    The Investigator Email field allows you to type multiple email addresses for an investigator.
  7. In the Department and Division field, choose the investigator’s department and division.
  8. Select the Primary Investigator option to automatically assign the investigator for feedback assigned to his or her department.
  9. Choose the distribution list to which you want to add the investigator:
    • Initial Distribution List.When you assign the investigator to the feedback and then use the Send Email feature, the addresses of the investigators in the selected distribution group are automatically shown in the To, CC, and BCC fields of the email message. See Distribution Lists for the procedure.
    • Reminder Distribution List. Typically, the group of employees who are responsible for completing the action required on the feedback.
    • Escalation Distribution List. Typically, the group of employees to whom the feedback is sent in case the feedback has not been acted on or resolved.
  10. Optional: To mark the investigator as inactive, select the InActive checkbox.
    If selected, the name of the investigator does not appear in any of the Investigator dropdown lists.
    Note:

    Open and closed records in COM that are assigned to inactive investigators are not affected by the investigator's status.

  11. Click the Save button: Save button
A number is automatically generated for the new record in the Investigator field.