Work Instructions_Queries and Ad-Hoc Templates

Business Process Instruction: Global Complaint Management 

Creation of Queries, Ad-Hoc Templates and Dashboards in GPCS 

Process Instruction and Scope 

This business process work instruction provides instructions on how to perform the following functions in 

Trackwise GPCS: 

 

 

 

 

 

 

Section 1: Purpose and Benefit 

Section 2: Create, Run, Save, and Edit a Query 

Section 3: Create Ad-Hoc Templates 

Section 4: Export Data 

Section 5: Create and Save Scopes 

Section 6: Create Dashboard 

Process Instruction Owner 

Alexandra James, Global Complaint Management 

Section 1: Purpose and Benefit 

Function Purpose Benefit to User 

Queries Provides a method to search for specific records to 

review or edit. Results appear on the desktop. 

- To search for records based 

on your parameters 

- Queries can be saved for 

future use 

Ad-Hoc 

Templates 

Export 

Scope 

Public 

Dashboard - 

“My Records 

Due” 

Allows the user to pre-define which TW fields should be 

collected when exporting data into an Excel 

spreadsheet. 

Retrieves data from the TW query and exports it into a 

text or Excel file using the Ad-Hoc Template. 

To narrow or expand the number of record types on the 

Desktop. Scope works with Query to define the set of 

records the user will see. 

Shows status of all open records assigned to the user. 

All GPCS users, including View-Only users, will have 

access to this public dashboard. User will see the 

number of overdue records and the number of records 

coming due in 3 days, in 7 days, and beyond. 

- Need this in order to export 

data 

- You can save ad-hoc 

templates for future use 

- Multiple data fields can be 

chosen based on your 

needs 

- Can export the complaint 

information into an Excel 

spreadsheet. 

- You can sort, filter, and 

trend on the data fields in 

the spreadsheet 

- Can extract a specific or a 

few Record Types rather 

than view all 

- For example, you can view 

only Parent Records or 

Investigation Action Records 

- An easy, real time snapshot 

into the status of open 

records assigned to the user 

- Located in the Public 

Dashboard (top right tab of 

desktop) 

- No action required from the 

Roche Confidential 

Controlled Document: All printed copies of this document are considered to be uncontrolled. The document user is responsible f or ensuring printed copies 

are current prior to use. 

Issue Date: March 25, 2014 Revision Date: n/a Revision: n/a Page 1 of 22



Local 

Dashboard 

Shows status of records based on user scope and 

query. All users, including View-Only users, can build 

local dashboards seen within their account based on 

pre-defined scope and query. 

For example, user can build a dashboard similar to the 

public dashboard “My Records Due” but for one or more 

Complaint Response Areas, Lead Investigator Offices, 

or Origin Site of Complaint. 

user to create this. 

- An easy, real time snapshot 

into the status of the records 

Examples for when you can use these features: 

Identify which complaint records are assigned to you or your team, and their status 

Identify number of complaints you or your team has received and/or closed during a specific timeperiod 

Identify number of complaints received by product, by country, batch number, and so forth 







Section 2: Create, Run, Save and Edit a Query 

General Information: 

Prior to creating a query, ensure that your Trackwise Scope (upper left side of desktop) is set correctly to 

ensure that the desired record types are selected. See Section 5 for how to create and save scope. 

All users will have the Global PCS (pub) Scope which will include all GPCS records (parent and child 

records). 

To Create a Query: 

From the main GPCS desktop screen, click the Query button (upper left side of desktop, under the Trackwise 

logo); the Ad Hoc Query Builder screen will open as shown below. See the detailed instructions for each 

highlighted section: 

1. The screen will default to the Advanced Query tab 

2. Choose applicable query criteria on the right side of the screen. 

a. NOTE: default is to Exclude Closed TWs. Choose Include Closed TWs to include closed records 

b. NOTE: Additional Criteria on the right side of the screen has useful parameters; for example, Past 

Due, Items Assigned to Me, Originated by Me, or Exclude Children TWs 

3. To include query parameter(s)in the Classification (Selection) Fields: 

a. Click on the appropriate field 

b. Select the parameters in the field to the right, using the choices displayed. 

c. You can choose more than one selection by holding the CTRL button and clicking on all revelant 

options 

d. Repeat until all applicable Selection fields have been chosen. 

e. The chosen Selection fields will be displayed in red. 

4. To include query parameter(s) in the Non-Selection Fields: 

a. Click on the appropriate field 

b. Enter parameter you want to query on by typing the information into the field to the right 

i. Utilize Search button if you do not know exact name of parameter 

ii. Use (*) asterisk as wild card; for example, Batch/Lot# selection of “B1032*” will return 

records with B1032 and all suffixes (B1032B01, B1032B02, etc.) 







c. Click Add 

d. Repeat until all applicable Non-Selection fields have been chosen. 

e. The chosen Non-Selection fields will be displayed in red. 

5. If you want to save this query in order to run it in the future, enter Query Name and click Save (not required 

to run ad-hoc queries) 

6. Click Run 

7. The resulting records will be displayed on the GPCS desktop. 

To run or edit a saved Query: 

1. Select saved Query name, or Current Query using the drop down menu, if you want to modify the query 

you are currently working with 

2. Click Edit if there are any changes to be made 

3. Make applicable changes 

4. Click Save 

5. Click Run 







To run a Query for open records assigned to yourself (or to a specific group): 

1. Name your Query (example, “Records assigned to {my name}” or “Assigned to my site”, etc.) 

2. Keep the default as Exclude Closed TWs to see all open records assigned to you 

3. In the Non-Selection Fields area, select Assigned To and either check the box “Myself” or type in the 

person or group name that you select, and click Search 

a. NOTE: You can also select Items Assigned to Me in the box highlighted in step 2 

4. Click Save to save the Query for future use 

5. Click Run 

Example: 

The resulting desktop will display all open records currently assigned to the selected person or group – in the 

example below, all child records assigned to Mannheim Complaint Management 







Note the fields displayed that will aid in records management: 

1. Name of saved Query 

NOTE: All public and saved queries will display in this drop down menu. You can simply toggle 

through the pre-defined queries, as well as return to you Current Query from here. 

2. Child record number and associated Parent record number for reference 

3. Due date of record 

4. Assigned to (group or person) 







Section 3: Create a Ad-Hoc Template 


You may choose any fields that you want for the intended use of this template. The fields listed in step 10 

are only a guideline. 

Title the ad-hoc query appropriately. 

An Ad-Hoc Template can be used for any query; it is not query specific. 

GPCS Step-by-Step Instructions 

1. Select Queries 

2. Select Ad Hoc Reports 

3. Select Manage Templates 

4. Select Export Templates -> Add 

5. Name Template 

6. Click Save 

7. Scroll down and highlight the new report name 

8. Select Selected Template -> Edit Template Fields 

9. Select the checkbox for Include in report for every field you want, in the order suggested. 

Note: 

- Ensure you pick the right field name. For example the colon ( : ) on some field names is necessary 

for the proper field to be reported. 

- You can change the order of the fields as they will appear in the Export Spreadsheet by changing 

the Seq No field (Seq = Sequence) 







10. Here is an example of which fields you could choose to display basic complaint information from your 

query. 

o Date of Receipt 

o Product Family Name (NOTE: recommend using this field versus Product Name field) 

o Batch/Lot# 

o Complaint Type: 

o Defect Category 

o Confirmed Critical? 

o Origin Site of Complaint 

o TW State 

o Assigned To 

o Date Due 

o Date Closed 







Section: Export Data 

To Export the Query Results into Excel: 

Go to Queries on top menu and select Export 

1. Go to Query, choose saved query name 

2. Go to Export Template, choose saved Ad-Hoc template name 

3. Under Export Criteria, choose File Type: csv 

4. Click Export 

5. Open the Excel Spreadsheet 

6. Save as an Excel file [example, Save as Type: Excel Workbook (*.xlsx)] 

a. NOTE: default is a text file. 













Section: Create and Save Scope 


 

 

 

 

Scope is used to control the record types seen on the TrackWise Desktop. Scope works in combination 

with Query to refine the set of records the user will edit or view. 

Scope can be either Local or Public. A Local scope is a custom scope only your account can create, 

modify, and access. 

In contrast, a Public scope is provided by the administrator and shared across all accounts. You will 

automatically see the Public scopes applicable to your account upon login. The Public scope is denoted by 

the (pub) suffix in the scope name. 

For example: 

Global PCS (pub) is a Public scope containing all GPCS record types, such as Global Product Complaint, 

Investigation Action, Chain of Custody, etc. 

Combined with Query: Open Records (pub) will display all records currently open, not closed, for record 

types included in the Global PCS (pub) scope. 

A local scope can be created for Investigation Action records only. This local scope combined with the Open 

Records (pub) will display all Investigation Action records currently open, not closed. 

A local scope can be created Parent records only. This local scope combined with the Open Records (pub) 

will display Global Product Complaint (parent) records currently open, not closed. 

Scope and Queries can be toggled in different combinations to control the records viewed on Desktop. 

 

The below steps will enable you to create a custom Local scope to your account. The instructions are 

specific to creating a ‘Investigation Action Scope, but the steps can be followed for other record types. 

GPCS Step-by-Step Instructions 

The example provided is for Investigation Action Records but you could choose what you need (such as Global 

Product Complaint Parent Record, Chain of Custody, etc). 

1. Select Scope -> View/Change Scope from the top menu bar: 

- Ensure you have access to public scope: Global PCS (pub) 







2. Click Add (at the top left) 

3. Name your local Scope (such as ‘Investigation Action Recs’) 

4. Click Save (in the pop up window) 

5. Scroll to the Investigation Action record type for Global PCS and ensure it is the only box checked for 

Include in Scope 

6. Click Save and Exit (at the bottom right) 

7. The resulting records will be displayed on the GPCS desktop. 







Instructions: Dashboard 


 

 

 

The Dashboard is a TrackWise feature that enables you to view an easy, real time snapshot into the status 

of records that you specify. 

The Dashboard relies on other components such as Scope and Query, mentioned in sections above. The 

steps below will enable you to build a custom dashboard local to your account. 

The example listed below provides instructions on how to save Queries for Overdue Records Assigned to 

Lead Investigator Office: Biologics Complaints Global. These Queries are needed to build the dashboard 

example in the next section. 

o 

o 

o 

For Affiliate Complaint Managers, you could save the same type of query for Overdue Records 

assigned to a specific or multiple Origin Site of Complaint. 

For Complaint Response Areas, you could save the same type of query for Overdue Records 

assigned to a specific or multiple Complaint Response Areas. 

For other Lead Investigator Offices, you could save the same type of query for Overdue Records 

assigned to a specific or multiple Lead Investigator Offices. 

GPCS Step-by-Step Instructions – To Create the Queries for the Dashboard 

1. Create ‘Overdue Records’ Query 

1.1. From the TeamAccess Desktop, click the Query button to open the Ad-Hoc Query Builder. 

1.2. Enter a Query Name (such as ‘Recs Overdue-Biologics Complaints Global’) 

1.3. Check box for criteria: ‘Past Due’ (right panel) 

1.4. Locate the Lead Investigator Office field from the Selection Fields list. Select Lead Investigator 

Office and search for the desired value (eg. Biologics Complaints Global) 

NOTE: More than one value can be selected by holding the CTRL-key + clicking on multiple 

values. 

1.5. Ensure the View Description link (in upper right of the screen) displays the following: ‘OPEN TWs; Past 

Due; Lead Investigator Office: Biologics Complaints Global’ 

1.6. Click Save 













2. Create ‘Records due within 3 days’ Query 

2.1. From the Ad-Hoc Query Builder, enter a Query Name (such as ‘Biologics Complaints Global – Due 3 

Days’) 

2.2. Locate the Lead Investigator Office field from the Selection Fields list. Select Lead Investigator 

Office and search for the desired value (eg. ‘Biologics Complaints Global’) 

2.3. Ensure that Exclude Closed TWs is selected (default) on the right side of desktop 

2.4. Locate the Date Due field from the Non-Selection Fields list. Select Date Due and enter details as 

follows: 

Starting: 

0 Days After 

Ending: 

3 Days After 

2.5. Ensure the View Description link displays the following: ‘OPEN TWs;Date Due: starts 0 day(s) after 

today and ends 3 day(s) after today; Lead Investigator Office: Biologics Complaints Global’ 








3. Create ‘Records due within 7 days’ Query 

3.1. Repeat step for ‘Biologics Complaints Global – Due 3 Days’, including Date Due details as follows: 

Starting: 

0 Days After 

Ending: 

7 Days After 

3.2. Ensure the View Description link displays the following: ‘OPEN TWs; Date Due: starts 0 day(s) after 

today and ends 7 day(s) after today; Lead Investigator Office: Biologics Complaints Global’ 

4. Create ‘Records due after 7 days’ Query 

4.1. Repeat step for ‘Biologics Complaints Global Biologics – Due 7 Days’, including ‘Date Due’ details 

as follows: 

Starting: 

7 Days After 

Ending: 

Leave Blank 

4.2. Ensure the View Description link displays the following: ‘OPEN TWs; Date Due: starts 7 day(s) after 

today; Lead Investigator Office: Biologics Complaints Global’ 

NOTE: To revise your existing queries, select the query name from top selection drop down box and click the 

Edit button. Make sure you save your query again after any changes. 







GPCS Step-by-Step Instructions – To Create the Dashboard using the Queries 

1. Create ‘Biologics Complaints Global - Records Due Dashboard’ 

1.1. From the TeamAccess Desktop, click the Dashboards tab. 

1.2. Select Click Here to add a Dashboard per screen message. 

1.3. Enter a name for your new dashboard (such as ‘Biologics Complaints Global - Records Due 

Dashboard’) 

1.4. Click OK 

NOTE: For those users with existing dashboards enabled for their account, you may need extra instructions 

directly after step 1.1 above: 

1.1.1. Select Edit link in upper left area of screen 

1.1.2. Select Add Dashboard in upper left area of screen 

1.1.3. Resume with step 1.3 above 







2. Add Overdue Dashboard Entry 

2.1. Select Click Here to add an Entry 

2.2. Enter a name for your dashboard entry (such as ‘Biologics Complaints Global - Recs Overdue’) 

2.3. Select the Global PCS (pub) Scope 

2.4. Select the ‘Biologics Complaints Global-Recs Overdue’ Query 

2.5. Select the Result Count Indicator details** as follows: 

Result count less than 0 

Result count greater than 0 

2.6. (Optional) Enter Description as desired - this is a reference or note for the user to explain what the 

purpose of this query is 

2.7. Click OK 








3. Add 3 days Dashboard Entry 

3.1. Click the button to Edit 

3.2. Click the button to Add Entry 

3.3. Enter a name for your dashboard entry (such as ‘Biologics Complaints Global - Recs Due in 3 

days’) 

3.4. Select the ‘Global PCS (pub)’ Scope 

3.5. Select the ‘Biologics Complaints Global - Due in 3 days’ Query 

3.6. Select the Result Count Indicator details as follows: 


Result count greater than 99999** 



3.8. Click OK and then Save 

**NOTE: The purpose of such a high number range is to help ensure this entry will always display the specified 

color indicator. In this example, the color indicator should be yellow (warning) for records due within 3 days.. 







4. Add 7 days Dashboard Entry 



4.3. Enter a name for your dashboard entry (such as ‘Biologics Complaints Global Recs - Due within 7 

Days’) 


4.5. Select the ‘Biologics Complaints Global - Due 7 days’ Query 













5. Add 7+ days Dashboard Entry 



5.3. Enter a name for your dashboard entry (such as ‘Biologics Complaints Global Recs - Due after 7 

Days’) 


5.5. Select the ‘Biologics Complaints Global-Due 7+ days’ Query 













FINAL RESULT: As seen below. 

TIP: Click the entry name (e.g. ‘Biologics Complaints Global - Recs Overdue’) in order to jump to Desktop and 

view all associated records.

Work Instructions_Queries and Ad-Hoc Templates

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