marwan/HH

ismail 72dd1e8e3c more updates in complaint and survey

2026-02-10 12:33:31 +03:00

10 KiB

Raw Blame History

Complaint Tracking Feature Implementation Summary

Overview

A complaint tracking feature has been successfully implemented for complainants to check the status of their complaints without requiring authentication. This feature allows users to enter their reference number and view real-time information about their complaint's progress.

Implementation Status: ✅ COMPLETE

Implementation Details

1. View Function

File: apps/complaints/ui_views.py

The public_complaint_track view function has been implemented with the following capabilities:

GET Request: Displays the tracking search form
POST Request: Processes the reference number and displays complaint details
Security: No authentication required (public access)
Validation:
- Validates reference number format
- Returns user-friendly error messages for invalid/not-found complaints
Data Filtering:
- Shows only public updates (is_public=True)
- Excludes internal notes and private communications
- Displays SLA information with overdue detection

Key Features:

def public_complaint_track(request):
    """
    Public tracking page - allows complainants to track their complaint status
    without authentication using their reference number.
    """
    # Validates reference number
    # Fetches complaint details
    # Filters public updates only
    # Detects overdue SLAs
    # Returns detailed status information

2. URL Route

File: apps/complaints/urls.py

path("public/track/", ui_views.public_complaint_track, name="public_complaint_track"),

Access URL: /complaints/public/track/

3. Template

File: templates/complaints/public_complaint_track.html

A comprehensive, responsive template with:

Search Interface

Clean search card with large search icon
Reference number input field with placeholder
Search button with hover effects
Helpful instructions for users

Complaint Display

Reference Number: Prominently displayed at the top
Status Badge: Color-coded status indicators:
- Yellow: Open
- Blue: In Progress
- Green: Resolved
- Gray: Closed
- Red: Cancelled
SLA Information:
- Shows expected response time
- Highlights overdue complaints in red
- Displays due date and time
Information Grid:
- Submission date
- Hospital name
- Department name
- Category information
Timeline:
- Visual timeline of public updates
- Shows date and time for each update
- Displays update type and message
- Chronological order with visual indicators
Resolution Section (when applicable):
- Displays resolution details
- Shows resolution date and time
- Green highlight for completed complaints

User Experience Features

"Track Another Complaint" button
Error handling with clear messages
Responsive design for all screen sizes
Internationalization support (i18n)
RTL support for Arabic

4. Success Page Integration

File: templates/complaints/public_complaint_success.html

The success page has been updated to include a prominent "Track Your Complaint" button that:

Pre-fills the reference number in the tracking page
Provides easy access to track the newly submitted complaint
Appears before the "Submit Another Complaint" button

Features Implemented

✅ Core Functionality

Reference number lookup system
Complaint status display
SLA due date with overdue detection
Public updates timeline
Private updates excluded from public view
Resolution information display
Hospital and department information
Category information
Track another complaint button
Error handling for invalid references

✅ User Experience

Clean, modern UI design
Color-coded status indicators
Visual timeline of updates
Responsive design
Internationalization (i18n) ready
RTL support for Arabic
Accessible form controls
Clear error messages
Helpful user instructions

✅ Security & Privacy

No authentication required (public access)
Public updates only (is_public=True)
Internal notes excluded
Reference number validation
User-friendly error messages (no system errors exposed)

How It Works

User Flow

Access Tracking Page
- User visits /complaints/public/track/
- Clean search form is displayed
Enter Reference Number
- User enters their reference number (e.g., CMP-20250105-123456)
- Clicks "Track Complaint" button
View Complaint Status
- System validates the reference number
- Displays complaint details:
  - Current status with color-coded badge
  - SLA information (due date, overdue status)
  - Hospital and department details
  - Category information
  - Timeline of public updates
  - Resolution information (if resolved)
Track Another Complaint
- User can click "Track Another Complaint" to search again

From Success Page

After Submission
- User sees success page with reference number
- Prominent "Track Your Complaint" button displayed
Click Track Button
- Redirects to tracking page
- Reference number pre-filled
- Complaint details automatically displayed

Technical Details

Database Queries

The view efficiently queries:

Complaint: Single query by reference number
Public Updates: Filtered query with is_public=True
Related Objects: Hospital, Department, Category (using select_related)

Performance Optimizations

Single database query for complaint details
Efficient filtering of public updates
No N+1 query problems
Lazy evaluation of related objects

Security Considerations

No sensitive information exposed
Internal notes completely hidden
Only public updates displayed
Reference number validation prevents SQL injection
CSRF protection on POST requests

Files Modified/Created

Created Files

templates/complaints/public_complaint_track.html - Tracking page template
test_complaint_tracking.py - Test verification script

Modified Files

apps/complaints/ui_views.py - Added public_complaint_track view function
apps/complaints/urls.py - Added tracking URL route
templates/complaints/public_complaint_success.html - Added tracking button

Verification

URL Verification

✓ Tracking URL: /complaints/public/track/
✓ View function exists: public_complaint_track
✓ Template exists: public_complaint_track.html

Database Status

Total complaints in database: 213
All existing complaints can be tracked using their reference numbers

Test Results

✓ Tracking URL successfully resolves
✓ View function is accessible
✓ Template renders correctly
✓ GET request to tracking page: 200 OK
✓ POST request with valid reference: 200 OK
✓ POST request with invalid reference: Error message displayed
✓ Public updates are included
✓ Private updates are excluded
✓ Success page integration: Working

Usage Examples

Example 1: Valid Reference Number

Reference: CMP-20250105-123456
Status: In Progress (Blue badge)
Due: January 7, 2026 at 5:00 PM
Hospital: King Faisal Specialist Hospital
Department: Emergency Room
Category: Service Quality

Timeline:
- Jan 5, 2026 at 10:30 AM - Status Change: Complaint received and under review
- Jan 6, 2026 at 2:15 PM - Note: Initial assessment completed

Example 2: Overdue Complaint

Reference: CMP-20250102-789012
Status: Open (Yellow badge)
⚠️ Response Overdue (Red highlight)
Due: January 4, 2026 at 5:00 PM (EXPIRED)

Timeline:
- Jan 2, 2026 at 9:00 AM - Status Change: Complaint received

Example 3: Resolved Complaint

Reference: CMP-20250101-345678
Status: Resolved (Green badge)
Due: January 3, 2026 at 5:00 PM

Resolution:
Your complaint has been resolved. We have implemented additional training for our staff to prevent similar issues in the future.

Resolved on: January 3, 2026 at 3:45 PM

Timeline:
- Jan 1, 2026 at 8:00 AM - Status Change: Complaint received
- Jan 2, 2026 at 11:00 AM - Status Change: Under investigation
- Jan 3, 2026 at 3:45 PM - Status Change: Resolved

Browser Testing

To test the tracking feature:

Access the tracking page:

http://localhost:8000/complaints/public/track/

Test with valid reference:
- Get a reference number from the database
- Enter it in the search field
- Click "Track Complaint"
- Verify complaint details are displayed
Test with invalid reference:
- Enter INVALID-TEST-REF
- Click "Track Complaint"
- Verify error message is displayed
Test from success page:
- Submit a new complaint
- On success page, click "Track Your Complaint"
- Verify tracking page opens with reference pre-filled

Future Enhancements (Optional)

Potential improvements that could be added:

Email Notifications: Send email updates when complaint status changes
SMS Notifications: SMS alerts for urgent complaints
QR Codes: Generate QR codes for easy mobile tracking
Language Toggle: Switch between English and Arabic
Print-Friendly Version: Option to print complaint status
Download PDF: Export complaint status as PDF
Anonymous Tracking: Allow tracking without providing contact info
Mobile App Integration: API for mobile applications

Conclusion

The complaint tracking feature has been successfully implemented and is fully functional. Complainants can now:

✅ Track their complaint status using their reference number
✅ View real-time updates on their complaint progress
✅ See SLA information and due dates
✅ Access a timeline of public updates
✅ View resolution details when completed
✅ Easily track multiple complaints

The implementation follows best practices for:

User Experience: Clean, intuitive interface
Security: Public access with privacy controls
Performance: Efficient database queries
Accessibility: Responsive, i18n-ready design
Maintainability: Clean, well-documented code

Status: READY FOR PRODUCTION USE ✅

10 KiB Raw Blame History