Closing alerts in CZAMS by end users

Closing alerts in CZAMS by end users

End users can close alerts in CZAMS themselves when an alert arises from a technical or procedural error on their side. Such alerts should preferably be closed directly by the end user, without the need for MAH intervention. This practice contributes to a more efficient and faster alert resolution process.

• Technical errors

In the case of technical errors (alerts A2, A3, A52, A68), once the issue has been resolved and the affected pack has been successfully verified, the alert may be closed via the “Change alert status” button using the status:
“06b - Closed - End User - Technical error”.

However, we recommend using this status only when it is truly clear that the alert arose due to an end-user technical scanning error, for example:

• character mismatch,
• letter case mismatch,
• a string of characters that is too short or too long.

If the end user rules out an error on their side and it is likely that the alert was caused by an MAH-side issue (e.g., incomplete, or missing data in the CZ repository), this status should not be used.

In such cases, it is recommended to click “Send message” and choose “Is not technical end-user error.” This will send the alert to the MAH for assessment.

 

• Procedural errors

For procedural errors (alerts A7 and A24), simply click the “Procedural error resolution” button and select the appropriate cause from the options provided in the process-error resolution tool.

The alert will then be closed with one of the following statuses:

“06f - Closed - End User process error - cannot be dispensed”, or

“06m - Closed - End User process error – the pack can be supplied”,

depending on the specific cause of the alert and the circumstances defined in the approved procedural error resolution procedure.

Please note that the MAH may intervene in the investigation of alerts related to procedural errors (A7, A24) only after two days from the day the alert was raised. Therefore, it is important that end users close these alerts themselves and without delay.

In general, an alert should be closed by the party who caused it.
This significantly increases the efficiency and speed of the entire alert investigation process.