Adding Feedback from PASS Clients

If Trapeze PASS is installed at your site, you can access client/booking information from the PASS database.

  1. In the COM Representative screen, enter one of the following pieces of information in the Pass Client field:
    • The full or partial surname of the client with the correct upper or lower case letters. (Case sensitive)
    • Type a minus (-) symbol followed by the client’s Medicaid number or # (number) symbol followed by the social security number.
  2. Choose the appropriate client from the client list generated by the PASS database.
  3. Do one of the following steps:
    • On the main toolbar, click the Add New button: Add New button.
    • If your transit site uses custom icons, click the custom icon associated with the feedback type.
    The fields are cleared.
  4. In the Method Received By field, choose the means of communication by which the feedback was received, for example, by phone.
  5. To overwrite the feedback type set as the default or if you did not choose a feedback type icon in step 1, choose the type that describes the subject in the Feedback Type drop-down list.
  6. In the Feedback Subtype drop-down list, choose the subtype that best describes the specific feedback.
    The Communication Modes, Feedback, and Feedback Subtype options are defined as ancillary data.
    A priority and target date is automatically generated.
  7. Fill in the necessary General Input (Division and Department), FX Query, and PASS Query fields.

    When the feedback record is associated with a customer who has previously provided feedback, his or her customer data is automatically shown in the appropriate fields if the Automatic Populate/Customer Fields context property is On.

  8. Click the Save button: Save button.
    Note: Your site may have defined certain fields as mandatory. The system does not allow a record to be saved if the mandatory fields have not been completed. When you attempt to save the record, you are advised to complete the fields.
The client’s address and phone number are also generated in the appropriate fields.
Tip: If a PASS client is involved in an incident but someone else reports the feedback, replace the First Name, Last Name, Phone Number, and Address fields with the data of the person reporting. Make sure that the PASS client name remains in the Pass Client field.