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Feedback — Workflow

Overview

The Feedback workflow covers the full lifecycle of a suggestion or complaint: submission by any collaborator, review and status progression by HR or a designated reviewer, and closure with a recorded resolution. Identified submissions trigger an email to the submitter at closure; anonymous ones do not.

Note

This feature follows SARA's standard record lifecycle model. See: Workflows & Pipelines

Roles involved

  • Any collaborator — Submits suggestions or complaints via the global header button. No special permission required.
  • Reviewer (HR / manager) — Manages submissions from /feedback. Moves items through the workflow and closes them with a resolution. Requires view permission on the Suggestions and Complaints module.
  • Notification recipient — Any user with the feedback email permission receives an email when a new item is submitted.

Status lifecycle

  • PEND — Pending. The item has been submitted and is awaiting review.
  • INPG — In Progress. A reviewer has acknowledged the item and begun reviewing it.
  • ADDR — Addressed. The item has been closed with an action taken.
  • CLNA — Closed – No Action. The item has been reviewed but no action was possible.

Info

For system-wide status guidance, see: Status

Status diagram

stateDiagram-v2
    [*] --> PEND : Submitted
    PEND --> INPG : Update status (start review)
    INPG --> ADDR : Closed — Resolved / Action Taken
    INPG --> CLNA : Closed — No Action Possible
    ADDR --> [*]
    CLNA --> [*]

Workflow

Workflow steps

  1. A collaborator submits a suggestion or complaint via the global header button.
  2. SARA notifies designated reviewers by email.
  3. A reviewer marks the item as In Progress.
  4. The reviewer closes the item with a resolution (addressed or no action).
  5. If the submission was identified, SARA emails the submitter with the resolution.

Submit

The collaborator clicks Feedback in the SARA header (available on every page). The form opens with an optional Not Anonymous checkbox (unchecked = anonymous by default), a required Title, and a required Text field.

On submission:

  • A feedback record is created with status PEND.
  • An email notification is sent to all users with the feedback email permission, with the title and a preview of the text.

Start review

From the Pending tab in /feedback, the reviewer opens the row action menu and clicks Update status. A confirmation dialog asks "Start working on this feedback?" Confirming sets the status to INPG.

Close

Once the item is INPG, the reviewer clicks Update status again. This opens the resolution form with two required fields:

  • Resolution type — either Resolved / Action Taken (→ ADDR) or No Action Possible (→ CLNA).
  • Resolution details — a free-text description of the action taken or reason for inaction.

On submit, the status is updated and the resolution text is saved to the record.

Notifications

Trigger Recipients Channel
New submission All users with feedback email permission Email — includes title and preview of the suggestion/complaint text
Item closed (identified submission only) The submitter Email — includes the resolution details written by the reviewer

Note

Anonymous submissions do not trigger a resolution email. The resolution is still recorded internally for audit purposes.

For global notification behavior, see: Notifications & Alerts

Exceptions & operational notes

  • The reviewer cannot skip INPG — the workflow requires moving to In Progress before being able to close an item.
  • There is no way to reopen a closed item (ADDR or CLNA). If a follow-up is needed, a new submission must be created.
  • Anonymous submissions store user_id = NULL in the database. Once submitted, a submission cannot be retroactively identified.

Permissions

Permissions

Access and actions are permission-driven. See: Permissions