Comments and Documents
A grievance record carries a comment thread and a supporting documents area, to document processing and collaborate between agents.
Comments
Add a comment
In the record's Comments block, type the text and choose its type:
| Type | Visibility |
|---|---|
| Internal (staff) | Agents only |
| Public (visible to complainant) | Meant for the complainant; reused in communications sent to them |
Send posts the comment with your name and the date.
Reply
Reply under a comment opens a linked reply (“In reply to …”): exchanges stay grouped by thread.
Mention a colleague
Type @ followed by their username. The mention is stored with the comment; it does not trigger a notification for now.
Edit and delete
You can edit or delete your own comments; an administrator can act on all of them. An edited comment is tagged “edited”. Deletion is logical: the comment disappears from the record but stays in the database for audit.
Offline
A comment typed without network shows immediately with the Pending tag (“Entered offline, awaiting send”) and goes out when the network returns. Deleting a comment is not possible offline. See Working offline.
Documents
Add a document
Record's Documents block: drop a file in the zone or click Select a file, then fill in:
| Field | Values |
|---|---|
| Document type | Supporting document, Photo, Report, Other |
| Description | optional |
| Confidential | checkbox |
Accepted formats: PDF, Word (.doc, .docx), Excel (.xls, .xlsx), images (.png, .jpg, .jpeg, .gif, .webp), text (.txt). Maximum size: 10 MB per file. There is no limit on the number of documents per grievance.
Confidential documents
A document flagged Confidential is visible and downloadable only by supervisors and administrators. Other agents do not see it in the list.
View
Preview for images and PDFs, Download for any file. Downloading requires the network.
Delete
The document's author or an administrator can delete it (confirmation requested). Deletion is not possible offline.
Offline
An attachment added without network is kept on the device, tagged Pending, and sent when the network returns; attachments already on the server show “Download online only”.
Good practice
- One internal comment per processing step: what you checked, whom you contacted, what remains to do.
- Keep public comments for information meant for the complainant.
- Attach evidence (payment receipts, photos, letters) as Supporting document or Photo; flag Confidential any personal document not meant for the whole team.