This Help Center is a preview of a future release. The final Help Center will be available on the Validation date.
Work items
Work items facilitate collaboration and data exchange across multiple enterprises or partners. They are specifically built to support use cases where interaction between separate businesses, partners, or stakeholders is required. Work items provide shared visibility into key data and processes for all participating enterprises while ensuring security, access control, and traceability.
Work items can be used in situations where two companies collaborate on a shared task with strict deadlines, such as tracking the supply of life-saving medication for a hospital network. For example, the Owner (Pharmaceutical Formulator) is manufacturing a batch of life-saving medication that a Partner (Hospital Network) requires for an upcoming patient treatment program. The Owner is responsible for manufacturing, quality control, and packaging of the medication. Once ready, the medication needs to be shipped to the Partner, who requires the product to be on-site within 10 days to prepare for patient administration.
Both Owner and Partner must collaborate closely to ensure that the Owner meets production and packaging deadlines while the Partner prepares for immediate distribution to hospitals. Timely updates and coordination are vital to ensuring the medication arrives on time, meets quality standards, and is available for patient use without delay.
Create a work item
Create and configure a work item to track internal operations or to collaborate with an external partner and exchange data.

- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the New
button.
- In the General section fill in the following fields:
- field – The title of the new work item.
- field – The date by which the work item must be completed.
- Select the Save
button.
The work item is created in the Draft state. - To move the work item to To Do state, select the Move to
button.
Tips
-
Configure a prefix for work item when setting up Process Orchestration for Empowered Teams. For more information about configuring prefixes, see Specify prefixes for display identifiers.
-
If a Partner creates a work item, they do not have the option to add an Assignee company, as the Assignee company is set to the Owner's company by default.
- In the Comments and Attachments section, do one of the following
- Select the Add icon, to add comments and attachments.
- Select the Delete icon, to remove comments and attachments.
- Attachments cannot be added without a comment.

Owners and Partners who are on the TraceLink network but do not use the Web UI can create a work item by sending an email in a pre-defined format. To enable work item creation through email, Owners and Partners must follow the steps listed below:
- Create an SMTP B2B connection in Extensible TraceLink Transfer, which generates a unique TraceLink email (e.g. apt_owner_6bba37c60eeb56@tracelink.com). For more information about adding an SMTP B2B connection, see the Extensible TraceLink Transfer Help Center.
- Share the TraceLink-generated email address (e.g. apt_owner_6bba37c60eeb56@tracelink.com) with a TraceLink Service Representative to map the email address with Process Orchestration for Empowered Teams.
Draft a work item email
When creating a work item by sending an email, the subject line of the email will be used as the title of the work item and the body of the email will be added as a comment to the work item.

Compliance exceptions is a sub-type of the Work Item business object and contains fields that are specific to compliance exceptions. By default, a compliance exception is created by a set of basic fields, which are widely used. However, depending on your business needs, you may need to include additional fields in the compliance exception. To include additional fields, edit the compliance exception to view all available fields and update the required fields.
- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the New
button.
- In the General section fill in the following fields:
- field – The title of the new compliance exception.
- field – The level of priority for the compliance exception. Select from Low, Medium, High, and Critical.
- field – The category of the compliance exception.
- Select the Save
button.
The work item is created in the Draft state. - To move the work item to To Do state, select the Move to
button.

Owners and Partners who are on the TraceLink network but do not use the Web UI can create a compliance exception by sending an email in an HDA-compliant format. To enable compliance exception creation through email, Owners and Partners must follow the steps listed below:
- Create an SMTP B2B connection in Extensible TraceLink Transfer, which generates a unique TraceLink email (e.g. apt_owner_6bba37c60eeb56@tracelink.com). For more information about adding an SMTP B2B connection, see the Extensible TraceLink Transfer Help Center.
- Share the TraceLink-generated email address (e.g. apt_owner_6bba37c60eeb56@tracelink.com) with a TraceLink Service Representative to map the email address with Process Orchestration for Empowered Teams.
Draft a compliance exception email
TraceLink suggests using the email format recommended by Healthcare Distribution Alliance. Process Orchestration for Empowered Teams will create a compliance exception if the email has a subject line and body, but will not filter spam. A sample format for a compliance exception email is provided below:
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A standard subject line: Trading partners involved + Exception Category + Issue tracking #
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A brief narration of the exception: Be as brief as possible in explaining the incident, refraining from stating any pieces of information already specified in the field list below.
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Fields in the body of the email: The responding trading partner will typically need the following information (where applicable:).
- PO Number:
- Delivery #/Shipment ID/DESADV:
- NDC(s) involved in the exception:
- 2D Barcode scan:
- For product, no data exceptions where output of the scan cannot be provided, a photo of the 2D data matrix barcode inclusive the human readable [i.e. (GTIN (01), Serial # (21), batch/lot#(10), expiry(17) ] adjacent to the 2D barcode.
- For data no product exception where there is no physical product to scan, capture the GTIN, Serial number, batch and expiry from the incoming file.
- SSCC-18 (00) as applicable
- Exception category (Product and No Data, Data and no product)
- Where/when the exception occurred (e.g., receiving, outbound picking, returns processing),
- Scope of exception (e.g., entire shipment, pallet, case, inner pack, package, etc.)
- Product description (Drug/Biologic Name)
- Source owning/location GLNs
- Destination owning/location GLNs or ship-to address if GLN is not known
- Carrier tracking number
- Contact info (name/email/phone)
Modify a work item
Edit a work item and its sub-types, close a work item and its sub-types that are complete, or delete a work item and its sub-types that are no longer required.

- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the Display Identifier of the work item to edit.
- Select the Edit
button.
- Update the required information.
- Select the Save
button.
The work item is updated.


- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the Display Identifier of the compliance exception to edit.
- Select the Edit
button.
In addition to the fields updated when creating the compliance exception, additional fields will be displayed which can be updated if required. - In the General section update the following fields:
field - Displays the identifier of the Compliance Exception as in their internal system or ERP. While creating exceptions via Serialized Operations Manager (SOM), it represents the Exception ID of SOM.
- field – The title of the new compliance exception.
- field – The date by which the work item must be completed.
- field – The level of priority for the compliance exception. Select from Low, Medium, High, and Critical.
- field – The business unit for the compliance exception.
- field – The category of the compliance exception.
- field – The sub category of the compliance exception.
- field – The description of the new compliance exception.
- drop-down – Displays the source of the exception.
- drop-down – Displays the scope of exception.
- If you require to collaborate with an external partner, enter the following Assignee Company details under the Participants section:
- field – The name of the Partner company that is assigned to take action on the compliance exception.
- field – The type of document that is associated with the compliance exception, such as Purchase Order, Invoice etc.
- field – The identifier value document associated with the compliance exception, such as PO number, Invoice number, etc.
- You can specify an accountable entity at the Initiator Company or Assignee Company in the Accountable Entity section:
- field – The email of the Initiator Company that is required to take action on the compliance exception.
field – The email of the Assignee Company that is required to take action on the compliance exception.
- If you need to add delivery details, update the following fields under the Delivery Information section:
- field - Delivery Number of the shipment/receipt against which the exception is being recorded.
- field - Purchase Order Number associated with the delivery.
- field - Carrier Tracking Number associated with the delivery.
- field – The name of the business that sent the consignment.
- field – The type of document that is associated with the compliance exception, such as Purchase Order, Invoice etc.
- field – The identifier value document associated with the compliance exception, such as PO number, Invoice number, etc.
- field – The name of the business that sent the consignment.
- field – The type of document that is associated with the compliance exception, such as Purchase Order, Invoice etc.
- field – The identifier value document associated with the compliance exception, such as PO number, Invoice number, etc.
- field – The name of the business that received the consignment.
- field – The type of document that is associated with the compliance exception, such as Purchase Order, Invoice etc.
- field – The identifier value document associated with the compliance exception, such as PO number, Invoice number, etc.
- field – The name of the business that received the consignment.
- field – The type of document that is associated with the compliance exception, such as Purchase Order, Invoice etc.
- field – The identifier value document associated with the compliance exception, such as PO number, Invoice number, etc.
- If you need to contact information, update the following fields under the Contact Information section:
- field – The name of the contact.
- field – The email address of the contact.
- field – The phone number of the contact.
- In the attachments section, add a supporting document for the compliance exception under .
- In the Impacted Products section, add product information in the following fields:
- field – The name of the impacted product.
- field – The lot number of the impacted product.
- field – The item code type of the impacted product.
- field – The item code value of the impacted product.
- field – The GTIN of the impacted product.
- field – The expiration date of the impacted product.
- In the Transaction ID section, add information about the transaction in the following fields:
- field – The type of transaction associated with the impacted product, such as Purchase Order, Supplier Order, Delivery Receipt.
- field – The ID of the transaction for the impacted product.
- In the Suspect Product section, add detailed information about the impacted product in the following fields:
- field – The composition of the impacted product.
- field – The incident number associated with the impacted product.
- field – The product label name of the impacted product.
- field – Request for notification termination for the impacted product.
- field – The business type of the impacted product.
- field – The description of the impacted product.
- field – The use of the impacted product.
- field – The notification classification of the impacted product.
- field – The report type of the impacted product.
- field – Indicated if the impacted product was submitted through an alternate mechanism.
- field – The date when the impacted product was identified as illegitimate.
- field – The initial notification date to FDA for the impacted product.
- In the Comments and Attachments section, add a comment in the field and name of the user in the field, or attach a file under .
- Update the required information.
- Select the Save
button.
The work item is updated.


When the work item's investigation is complete and an acceptable final response has been provided, the work item can be moved to the Done state from the To Do or In Progress state.
- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the Display Identifier of the work item.
- Select the Move to
button under the Done state.
The work item will be moved to the Done state.

When a work item is no longer required or created incorrectly, it can be deleted.
- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the work item row from the list.
- Select the Delete
button.
- Select
The work item will be deleted.
on the confirmation prompt.

Monitor work items
Monitor work items and its sub-types at a high level to understand the state of all work items that you have access to.

- Select a [POET Network] from the drop-down in the header.
- Select a (e.g. your entire company or a Link to a specific Partner or internal location) in the header.
- Select from the left menu.
- Select the Filter
button.
-
In the Filters panel, fill in one or more of the following fields to filter the results:
-
field – The display identifier of the work item.
-
field – The state in which the work item is, such as Draft, To Do, In Progress, or Done.
-
field – The date by which the work item must be completed.
-
field – The company that has created the work item.
-
field – The company that the work item is assigned to.
-
field – The title of the work item.
-
field – The period of time in which the work item was last updated.
-
-
Select
.
A list of work items is displayed based on the filter results.