Review a query, and either close or re-open it

After a site answers a query, you should review their answer, and then either close the query (if the answer is acceptable) or reopen the query (if the conversation with the site must continue). This procedure also applies to rollover studies.

Before you work with this feature, be aware of the following:
  • If you choose to reopen a query, the user role of the user who originally opened the query is still referenced.
  • If a query was previously assigned to a user role that does not have permissions to view or answer assigned queries, that user role can no longer view these queries, and would need to be assigned the appropriate permissions. Additionally, be aware of the permissions required for query closure. For more information on these permissions, see Study Management permissions.
  • Closing a query with an associated validation also closes the validation.

Tip:

For more efficient query management, we recommend using the Query List instead. For more information, see About the Query List.

Show me how!

  1. On the Home page, determine where to work. For more information, see About the Query List.
  2. Along the top, make sure Subjects is selected.
  3. From the Site drop-down, select a site.
  4. In the lower right, expand Queries.
  5. From the status filter at the top of the list of queries and on the right, select Answered.
  6. Find the query in the list, and click on it to expand its details.
  7. Click on the menu icon (Menu icon) and select one of the following options:

    Note:

    If an item with an open or answered query becomes unavailable through the User Interface (UI), either the question gets removed from design or hidden by user's action, you will not be able to View it or manage it directly from the form. Choose Close from the menu options to close it directly from the sidebar instead.

    Keep in mind that, considering the same scenario, if you choose to Re-Open the query it is still going to be inaccessible through the UI.

    • View: This option will take you directly to the item in the form containing the query as described in View and monitor queries. From this point you can take action as described in the next step.
    • Re-Open: This option re-opens the query for site users to continue the conversation.

      A Comment to Re-Open Query dialog will open. Enter a comment and click Re-open Query.

    • Close: This option closes the query.

      A Comment to Close Query dialog will open. Enter a comment and click Close Query.

  8. If you choose to View the query in the form, or access the query directly within the visit, review the answer provided by the site and take appropriate action:
    • If the issue identified in the query is resolved, click Close Query , add a comment and Submit.

      The status of the query changes to Closed. Closed queries appear in the Queries section with a green check mark.

    • If the issue identified in the query is not resolved, click Re-Open, add a comment and Submit.

      The status of the query changes back to Open.

Related Topics

Parent topic: Create and manage queries