FAQs

General

All members of the supply chain, from Suppliers to Pharmacies and Hospitals, can use Agile Process Teams to collaborate on incidents and change requests. However, some Agile Process Teams processes are built to support specific use cases:

  • Incidents - Direct Supplier – Suppliers, Manufacturers, CMOs, CPOs, 3PLs, and Repackagers can collaborate with their Partners, as well as their own internal locations, to capture a variety of direct supplier issues and disruptions (i.e. incidents that involve materials to manufacture the product).
  • Incidents - Indirect Supplier – Suppliers, Manufacturers, CMOs, CPOs, 3PLs, and Repackagers can collaborate with their Partners, as well as their own internal locations, to capture a variety of indirect supplier issues and disruptions (i.e. incidents that involve a product or service that does not go directly into the manufactured product).
  • Incidents - External Manufacturing – Suppliers, Manufacturers, CMOs, CPOs, 3PLs, and Repackagers can collaborate with their Partners, as well as their own internal locations, to capture a variety of external manufacturing issues and disruptions.
  • Incidents - Internal Manufacturing – Manufacturers, CMOs, and Repackagers can collaborate in real time with their own internal manufacturing locations to capture a variety of internal manufacturing issues and disruptions.

As noted above, the Change Requests process can be used by any member of the supply chain.

Partner companies and locations that link to Agile Process Teams can only view a specific subset of data for each process. See Track and resolve incidents and Request and implement changes for the specific data limitations of the processes in the Supply Chain Issue Management solution.

Yes. Companies that own Agile Process Teams and Solution Builder can also customize the data model, workflows, user experience, roles, and policies used by APT. Contact TraceLink Support for more information. See the Customize Help Center for more information about using the Solution Builder Web UI.

The following Agile Process Teams events are captured in the Track & Trace Services audit trail:

functionalArea businessObjectType action Description
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing

Add Incident - Save

 Captures when users at the Owner add a new incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
Add Incident - Submit to Partner Captures when users at the Owner submit a new incident to the Partner.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
Add Incident - Partner Added Captures when users at the Partner add a new incident.
Agile Process Teams Incidents - Internal Manufacturing Add Incident - Current Assignees at [Owner Name] Captures when users add a new incident and set a user as the Current Assignee at [Owner Name].
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Edit Incident - Save Captures when users edit the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
Edit Incident - Submit to Partner Captures when users at the Owner edit the incident and submit it to the Partner.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
  • Incidents - General
Edit Incident - Initial Response Captures when users edit the incident and submit the initial response.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Edit Incident - Final Response Captures when users edit the incident and submit the final response.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Close Incident Captures when users close the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Reopen Incident Captures when users reopen the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing

Add Incident From Copy

 Captures when users add a new incident by copying an existing incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Comment or Attachment Added Captures when users add a comment or attachment to the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Comment or Attachment Edited Captures when users edit a comment or attachment on the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
User Assigned - Responsible Party at [Owner Name] Captures when users set a user as the Responsible Party at [Owner Name].
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
User Assigned - Current Assignees at [Owner Name] Captures when users set a user as one of the Current Assignees at [Owner Name].
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
User Assigned - Responsible Party at Partner Captures when users set a user as the Responsible Party at Partner.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
User Assigned - Currently Assignees at Partner Captures when users set a user as one of the Current Assignees at Partner.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Add Link Captures when users add a linked process to the incident.
Agile Process Teams
  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
Remove Link Captures when users remove a linked process from the incident.
functionalArea businessObjectType action Description
Agile Process Teams Change Requests Add Change Request - Save Captures when users add a new change request.
Agile Process Teams Change Requests Edit Change Request Captures when users edit the change request.
Agile Process Teams Change Requests Close Change Request Captures when users close the change request.
Agile Process Teams Change Requests Reopen Change Request Captures when users reopen the change request.
Agile Process Teams Change Requests Add Change Request - From Copy Captures when users add a new change request by copying an existing change request.
Agile Process Teams Change Requests Comment or Attachment Added Captures when users add a comment or attachment to the change request.
Agile Process Teams Change Requests Comment or Attachment Edited Captures when users edit a comment or attachment on the change request.
Agile Process Teams Change Requests User Assigned - Responsible Party at [Owner Name] Captures when users set a user as the Responsible Party at [Owner Name].
Agile Process Teams Change Requests User Assigned - Current Assignees at [Owner Name] Captures when users set a user as one of the Current Assignees at [Owner Name].
Agile Process Teams Change Requests User Assigned - Responsible Party at Partner Captures when users set a user as the Responsible Party at Partner.
Agile Process Teams Change Requests User Assigned - Currently Assignees at Partner Captures when users set a user as one of the Current Assignees at Partner.
Agile Process Teams Change Requests Add Link Captures when users add a linked process to the change request.
Agile Process Teams Change Requests Remove Link Captures when users remove a linked process from the change request.

Solutions

TraceLink apps are extended through solutions, which pull together assets that define how the app looks and functions when users interact with it (i.e. the app's data model, workflows, experience tasks, roles, and policies). A solution is associated with an app and can be customized. See the Customize Help Center for more information on solutions and customizing solutions for an app.

The Supply Chain Issue Management solution is available for Agile Process Teams. This solution contains the following processes:

  • Incidents - Direct Supplier
  • Incidents - Indirect Supplier
  • Incidents - External Manufacturing
  • Incidents - Internal Manufacturing
  • Change Requests
  • Add networks to link internal and external stakeholders and multi-disciplinary teams with core business stakeholders and domain experts.
  • Assign roles to internal and external team members.
  • Add new process items.
  • Assign team members to those items.
  • Share documents associated with the item.
  • Communicate with team members in the context of the item.
  • Leverage operational dashboards to monitor progress in real time against due dates, priorities, and trade partners.
  • Filter items by key data fields.
  • Download CSV files with data for process items.
  • Quickly view and edit items inline.
  • View and edit full details of items.
  • Link an item to related items in the network (e.g. link a change request to the incident that prompted the process change).
  • View the multi-disciplinary team members that are following an item.
  • View an activity history for item analysis and process improvement (i.e. to understand who took actions when).
  • Reopen closed items.
  • Copy items to quickly begin working on a new item similar to one that already exists.

Roles

  • Application Administrator – Allows users to administer the Agile Process Teams app that the company owns by adding networks and assigning Network Administrators. This role also gives users the same access to Agile Process Teams as the Internal Member - Expanded Access role.
  • Network Administrator – Allows users to administer Agile Process Teams networks by configuring the network (e.g. applying a specific solution, setting default due dates), linking Partners and internal locations to the network, and adding users directly to the network and assigning those users roles so they can access all Links within the network. This role also gives users the same access to Agile Process Teams as the Internal Member - Expanded Access role.
  • Team Administrator – Allows users to administer teams of users within Agile Process Teams by accepting Link invitations and adding users to the Link and assign those users roles within the Link. This role does not give users access to the Agile Process Teams functionality. Team Administrators must also be assigned one of the member roles to take action in Agile Process Teams.
  • Internal Member - Expanded Access – Allows users from the Owner to view, add, edit, copy, close, reopen, and export processes (e.g. incidents, change requests). Also allows users to submit processes to Partners and submit initial and final responses to processes, if supported. These users see the Expanded Access dashboard on the Monitor screens.
  • Internal Member - Standard Access – Allows users from the Owner to view, add, edit, copy, and export processes. Also allows users to submit processes to Partners and submit initial and final responses to processes, if supported. These users see the Standard Access dashboard on the Monitor screens.
  • Partner Member – Allows users from external Partners to view, add, edit, copy, and export processes. Also allows users to submit initial and final responses to processes, if supported. These users see the Standard Access dashboard on the Monitor screens, with information limited further for Partners.

Roles group a set of permissions for specific actions (either in the UI or via API), side menu items, and data within an app. The solution applied to the app or its network determines which roles are available. Administrators assign users to roles when they assign users to an app, its network, or its Links.

Owners assign specific roles to Links, which allow their Partners to assign those roles to the Partner users with access to the Link.

Companies must own Solution Builder to add or edit roles. If your company owns Solution Builder and you also have the Solution Developer role assigned, then contact TraceLink Support for more information.

Opus Platform

Passwords must be a minimum of 8 characters, must not be your email, and must include at least one:

  • Numerical digit
  • Lowercase letter
  • Uppercase letter
  • Special character

If your company was migrated to the Opus Platform from Track & Trace Services, the following password settings from Track & Trace Services apply:

  • Numbers of previous passwords that cannot be reused.
  • Number of login attempts allowed before the account is locked.
  • Number of days until the password expires.

If your company was not migrated from Track & Trace Services, the following default settings apply to TraceLink SSO:

  • The previous 6 passwords cannot be reused.
  • 5 login attempts are allowed before the account is locked.
  • Passwords expire in 30 days.

The Opus Platform supports the following web browsers:

  • Google Chrome: Versions 57, 68, 74, or above
  • Microsoft Edge: Version 80 or above
  • Microsoft Edge (Legacy): Versions 16, 17, and 18
  • Microsoft Internet Explorer: Version 11
  • Mozilla Firefox: Versions 60, 63, 67, or above
  • Apple Safari: Versions 12.1.2, 13.0, or above

The Opus Platform supports the following mobile browsers:

  • Google Chrome Mobile: Version 80.0 or above
  • Android Web View: Version 80.0 or above
  • iOS Safari: Version 13.1 or above