Archer Complaints Tracking

The Archer Complaints Tracking offering helps organizations address OCC and OSFI requirements by tracking and monitoring complaints to ensure they are handled appropriately. It helps to ensure compliance against regulatory requirements and organizational policies and procedures through reporting complaints and issues that have not been addressed. With Archer Complaints Tracking, organizations can identify when complaints impact the organization and mitigate them to resolve the issues at hand.

Archer Exchange: With the Archer Exchange, the Archer team and our trusted partners have created a broad selection of supplemental, value-added offerings to help you get your unique risk management program on the right path, right from the start. You can leverage the Archer Exchange offerings to expand the use of Archer solutions into new business processes and address specific industry, geographic, regulatory, or technical requirements. The Archer Exchange features a fast and agile development cycle, enabling quick delivery of new and updated offerings for trending issues and connections to innovative technologies.

On this page

Release notes

Release	Release date	Notes
2024.11	November 2025	Recertified on Archer Platform release 2024.11. Migrated Classic dashboards to NGD. Transitioned from On-Demand Applications (ODAs) to using licensed applications.

Previous releases

Release	Release date	Notes
6.6	August 2019	Initial release

Release

Release date

Notes

6.11

November 2022

Added product identifier (E4BU) for the Engage Custom Object.
Updated dashboards, fields, and layouts.

6.6

August 2019

Initial release

Overview

Governing bodies such as the Office of the Superintendent of Financial Institutions (OSFI) in Canada and the Office of the Comptroller of the Currency (OCC) in the U.S. require organizations to implement and adhere to policies and procedures in regards to how complaints, internal and external to the organization, are managed. Complaints should be managed in an orderly fashion and timely manner.

The other aspect is reputational risks for the organization. The governing bodies require organizations to support whistle blowers, report information regarding the complaints, how they are handled, and how long it takes to handle them. Therefore, customers need a way to track the complaints and report information to the regulators.Complaints that are not dealt with can pose a risk to the organization in many aspects. One of those aspects are mandated by the governing bodies to adhere to their guidelines.

Archer Complaints Tracking is designed to help organizations efficiently manage, investigate, and resolve customer complaints across departments and regulatory frameworks. It provides a centralized, automated system for logging complaints, tracking resolution progress, and ensuring compliance with internal policies and external regulations.

Archer Complaints Tracking solves this by doing the following:

Streamlining complaint intake and triage through configurable workflows.
Improving visibility into complaint status, trends, and root causes.
Ensuring accountability with automated task assignments and escalation paths.
Supporting compliance with industry standards and regulatory requirements (e.g., GDPR, HIPAA, ISO).
Enabling data-driven decisions through integrated reporting and analytics.

Whistleblower Capabilities with Archer Speak Up

Archer Complaints Tracking can be utilized in coordination Archer Speak Up to support whistle blower capabilities. Archer Speak Up allows organizations to submit ideas, report issues and document concerns regarding potential ethics violations, incidents, breaches, complaints or issues with employees or third parties and more.

Regardless of whether the complaints are submitted anonymously, through Archer Speak Up, the first line of defense can identify the nature of the request and forward it to the second line of defense to quickly address the complaint.However, if complaints are submitted anonymously, the submitter will not receive notification updates regarding the complaint.

Key features and benefits

The Archer Complaints Tracking offering enables organizations to do the following.

Document complaints internal and external to the organization
Conduct an investigation to determine impacts to the organization
Document findings and determine a course of action for resolution
Monitor and report complaint resolution and satisfaction for regulatory requirements
Support whistle blower capabilities with Archer Speak Up

Archer Complaints Tracking benefits include the following.

Consistent and repeatable process for tracking and managing complaints
Minimize customer and employee dissatisfaction in regard to handling complaints
Compliance with corporate obligations and regulatory requirements around complaint management policy and procedures

User guide

Document complaint

Users: Complaint Submitter

Create Complaint Register record.
1. From the menu bar, click Complaints Tracking.
2. Under Solutions, click Complaints Tracking.
3. Under Applications, click Complaints Register.
4. Click New Record.

Fill in following information in “General Information” section:
1. Provide the title of your complaint in Complaint field
2. Enter Date Occurred and Date Reported
3. Select Are you submitting complaint on behalf of someone? = Yes, if you are submitting the complaint on behalf of someone and provide the contact details in Contact Details of Parties Involved section.
4. Enter Complaint Description
5. Select users to be notified in Watchers fields
Add Contact Details of Parties Involved, Comments and Supporting Documentation, if any.
Click on Save to save the changes. After saving the record, it will be enrolled into Advanced Workflow and submitter can submit it for investigation and resolution.
Click on Submit button at the top left of the screen. Overall Status will change to Submitted.

Note: Field “Record Retention” is read-only. Record Retention is set to 7 years by default. Users can modify this value as per the organization’s requirement.

Investigate, resolve and submit for review

Users: Complaint Owner

Select the Complaint you want to investigate by clicking the task on your Task landing screen
Click the Edit button in the top of the record.
Complaint Owner can complete the investigation, identify resolution and submit the complaint for review or Cancel the request or Request Additional Information from Submitter or Reassign the complaint to a different owner.
To Complete the Investigation and Submit for Review:
1. Select Complaint Origin in Complaint Details section.
  1. If you have selected complaint origin as Speak Up Request, select the Related Speak Up Requests (if this field is visible).
2. Select Complaint Target in Complaint Details section.
  1. If you have selected to file a complaint against Employee, select the Related Contacts and/or add details in Contact Details of Parties Involved section.
  2. If you have selected to file a complaint against Third Party, select Related Third Party and/or add details in Contact Details of Parties Involved section.
  3. If you have selected to file a complaint against Products and Services, select Products and Services and/or add details in Contact Details of Parties Involved section.
3. If complaint was submitted anonymously set Complaint Submitted Anonymously? to Yes.
4. Select Related Complaints, if any.
5. Enter Severity, Financial Impact (if any), any Related References in the “Investigation” section.
6. Create or lookup Findings, if required, by clicking the | Add New | or | Lookup | button in Finding field in the “Resolution” section.
7. Provide Recommendation in “Resolution” section.
8. Lookup any related Loss Events and Regulatory Communications, if available, by clicking the | Lookup | button available in that section.

Select Complaint Reviewer in “Workflow and Reviews” section.
Click on Submit for Review button at the top left of the screen. Overall Status of the record will change to Awaiting Review and Review Status will change to Not Started. The Complaint Reviewer will then review the complaint.

To Cancel the Request:
1. Document the Reason for Cancellation in the “Workflow and Reviews” section.
2. Click the Cancel button in the top left of the screen.
3. Overall Status will change to Canceled.
To Request Additional Information:
1. Review the complaint details.
2. Provide comments regarding additional information required in Additional Details field in the “Workflow and Review” section, if the request is not submitted anonymously.
3. Click the Needs Additional Information button in the top left of the screen.
4. Overall Status will change to Needs Additional Information. A task will be assigned to Complaint Submitter, who will have to provide additional information and resubmit the complaint again for further investigation and resolution.
To Reassign Complaint Owner:
1. Click on Reassign at top left of the screen. Overall Status will change to Awaiting Reassignment. A task will be assigned to current Complaint Owner.
2. Select new Complaint Owner in the “Workflow and Reviews” section.
3. Click on Save Assignment button in the top left of the screen. Overall Status will change to Under Investigation. A task will be assigned to new Complaint Owner.

Note: Findings, Exception Request, and Remediation Plans flow is out-of-the-Box.

Review complaint

Users: Complaint Reviewer

The Complaint Reviewer can complete the review, cancel, request additional information, or reassign to a different reviewer. The Complaint Reviewer can also mark the review status as In Progress to differentiate between reviews currently in progress and reviews that have not started.

Select the Complaint you want to investigate by clicking the task on your Task landing screen.
Click the Edit button in the top of the record.
To start the review:
1. Click on Under Review button to mark the record that review is in progress.
2. Review Status will change to In Progress.
To Complete the Review:
1. Review the record and click on Review Complete button at the top left of the screen.
2. Overall status will change to Open and Review Status will change to Complete.
To Cancel the Request:
1. Document the Reason for Cancellation in the “Workflow and Reviews” section.
2. Click the Cancel button in the top left of the screen.
3. Overall Status will change to Canceled and Review Status will change to Complete.
To Request Additional Information:
1. Review the complaint resolution and investigation details.
2. Provide comments regarding additional information required in Additional Details field in the “Workflow and Review” section, if additional details are required.
3. Click the Needs Additional Information button in the top left of the screen.
4. Overall Status will change to Needs Additional Information and Review Status will change to In Progress. The Complaint Owner will need to provide the additional details and resubmit for review.

Close the complaint

Users: Complaint Owner

The Complaint Owner can close the complaint once the resolution is complete or mark the record as escalated, for reporting purpose.

Select the Complaint you want to investigate by clicking the task on your Task landing screen.
Click the Edit button in the top of the record.
To Close the complaint:
1. Verify all the findings are closed.
2. Enter Complaint Conclusion in the “General Information” section.
3. Click on Close button at the top left of the screen.
4. Overall Status will change to Closed.
To Escalate the complaint:
1. Click on Escalate button at the top left of the screen, if owner would like to mark the complaint as escalate.
2. Overall Status will change to Escalated.
3. Complaint Owner will then need to close the record.

Administrator guide

Prerequisites (ODA and system requirements)

Components	Prerequisites
Archer Solution Area(s)	Archer Regulatory & Corporate Compliance Management
Archer Use Case(s)	Archer Issues Management
Archer Applications	Findings Exception Requests Remediation Plans Business Unit
Uses Custom Objects	Yes
Requires Archer On-Demand Application Licenses	Zero (0) Archer On-Demand Application licenses required
Archer licensing	Additional licensing fees apply for Archer Complaints Tracker. Contact Archer Sales for more information and pricing.
Archer Requirements	Archer Platform Release 2024.11 and later
Supported Archer Environments	On-Premises SaaS
Partner/Vendor Requirements	N/A
Operating System	Windows

Compatible use cases and applications - related applications

Application	Use Case	Primary Purpose(s) of the Relationship
Speak Up	Archer Speak Up	To submit complaints anonymously and track them.
Third Party Profile	Archer Third Party Catalog	To associate and track complaints against third party and their profile.
Products and Services	Archer Third Party Risk Management, Archer Business Asset Catalog, Archer Third Party Engagement, Archer Bottom-Up Risk Assessment	To associate and track complaints against a product.
Contacts	Archer Audit Engagements and Workpapers, Archer Incident Management, Archer Third Party Catalog, Archer IT Asset Catalog, Archer Data Governance, Archer Business Asset Catalog, Archer Loss Event Management, Archer Self-Assessment Management	To associate and track complaints against Employees.
Business Process	Archer Audit Engagements & Workpapers; Archer Bottom-Up Risk Assessment; Archer Business Asset Catalog; Archer Business Impact Analysis; Archer Data Governance; Archer IT Controls Assurance; Archer Third Party Engagement; Archer Top-Down Assessment	To relate processes affected by the complaints.
Control Procedures	Archer Controls Assurance Program Management; Archer Data Governance; Archer Financial Controls Monitoring; Archer IT Controls Assurance; Archer IT Risk Management; Archer Information Security Management System; Archer PCI Management; Archer Top-Down Assessment	To relate failed controls to the complaints.
Policies	Archer Policy Program Management	To relate violated policies to the complaints.
Control Standards	Archer Policy Program Management	To relate failed control standards to the complaints.
Risk Register	Archer IT Risk Management; Archer Information Security Management System; Archer Risk Catalog; Archer Top-Down Assessment	To identify, track and provide visibility for complaints that pose a risk to the organization.
Incidents	Archer Incident Management	To relate and track incidents resulting from the complaints.
Security Incidents	Archer Cyber Incident and Breach Response	To relate and track Cyber Incidents resulting from the complaints.
Ethics Violation	Archer Incident Management	To relate and track violations in ethics resulting from the complaints.
Loss Events	Archer Loss Event Management	To relate and track Loss Events resulting from the complaint.
Regulatory Communication	Archer Privacy Program Management	To track Regulatory Communications made regarding complaints.

Components

Architecture diagram

Process diagram

Applications

Application	Description
Complaints Register	The Complaints Register application documents all the information regarding complaints reported for further investigation. It captures the results from the investigation, the remediation plans or exception requests and supporting information.

Personas & access roles

The following table describes the functions that make up the application’s organization roles. Depending on the organization of your company, these functions and responsibilities may vary.

Function	Description
Complaint Submitter	The Complaint Submitter is responsible for submitting complaints. The complaint can be submitted on behalf of someone else or does not necessarily pertain to the submitter. This person can be anyone internal or external to the organization.
Complaint Owner	The Complaint Owner is responsible for reviewing the complaints, determining a resolution and addressing the issue. This person is typically someone in the Compliance Management or Ethics Management department.
Complaint Reviewer	The Complaint Reviewer is responsible for overseeing the complaints management process and reporting complaints for regulatory compliance. They review and approve complaints to ensure they are within compliance. This person is typically a manager in the Compliance Management or Ethics Management department.

Permissions chart

Applications	Complaints Tracking: Complaint Submitter	Complaints Tracking: Complaint Owner	Complaints Tracking: Complaint Reviewer
Complaints Register	CRU	CRU	CRU
Findings	CRU	CRU	CRU
Remediation Plans	CRU	CRU	CRU
Exception Requests	CRU	CRU	CRU
Business Unit	R	R	R
Third Party Profile	R	R	R
Contacts	R	R	R
Products and Services	R	R	R
Control Standards		R	R
Control Procedures		R	R
Policies		R	R
Business Processes		R	R
Regulatory Communication		R	CRU
Loss Events		R	R
Risk Register		R	R
Incidents		R	R
Security Incidents		R	R
Ethics Violations		R	R

C = Create, R = Read, U = Update, D = Delete

Users should at least have read access at record level for the applications related to Complaints Register to view the related records.

Upgrading Archer Complaints Tracking

With the release of Archer Complaints Tracking 2024.11, the offering has transitioned to a licensed offering. This means it is no longer using Archer On-Demand Applications (ODA).

Organizations upgrading to Archer Complaints Tracking 2024.11 and later will need to follow the steps below:

Purchase offering through Archer Sales Representative
Refresh the license key upon completion of purchase
Download installation package from myArcher
Proceed with installation steps below

Upon installation, the ODAs will be converted to core applications.

Important: Before upgrading, perform an impact analysis on any customized configurations. A data dictionary is provided to support this process.

Install Archer Complaints Tracking

Prepare for the installation.
1. Obtain the installation package.
2. Read and understand the "Packaging Data" topic in the Archer Platform Help.
3. Apply the latest license file in Archer Control Panel.
Install the package.
Configure the Archer Complaints Tracking.
Test the installation. Test the application according to your company standards and procedures, to ensure that the use case works with your existing processes.

Install the package

Installing a package requires that you import the package file, map the objects in the package to objects in the target instance, and then install the package.

Task 3: Map objects in the package

Important: This step is required only if FAR Regulatory Correspondence is already present in your system, and you are installing this package.

From the menu bar, click > Application Builder > Install Packages.
In the Available Packages section, locate the package you want to map.
In the Actions column, click for that package.
The analyzer examines the information in the package. The analyzer automatically matches the system IDs of the objects in the package with the objects in the target instance and identifies objects from the package that are successfully mapped to objects in the target instance, objects that are new or exist but are not mapped, and objects that do not exist (the object is in the target but not in the source).
When the analyzer is complete, the Advanced Package Mapping page lists the objects in the package file and corresponding objects in the target instance.

On the Advanced Mapping page, click to open each category and review the icons next to each object to determine which objects you must map manually.

The following table describes the icons.
Icon	Name	Description
	Awaiting Mapping Review	Indicates that the system could not automatically match the object or one of its children to a corresponding object in the target instance. Objects marked with this icon must be mapped manually. New objects should not be mapped. Select Do Not Map from the drop-down menu to clear this icon for an individual object, or click Do Not Map to clear the icon for all unmapped objects.
	Mapping Completed	Indicates that the object and all children are mapped to objects in the target instance, or that they have been marked as Do Not Map. Nothing more needs to be done with these objects in Advanced Package Mapping.

Note: You can run the mapping process without mapping all objects. The Awaiting mapping review icon is for informational purposes only.

For objects awaiting mapping review, do one of the following:
- To map each object individually, use the drop-down menu in the Target column to select the object in the target instance to which you want to map the source object. To leave an object unmapped, select Do Not Map in the Target column.
- To automatically map all objects in a category that have different system IDs but the same object name as an object in the target instance, click Auto Map. Select whether to ignore case and spaces when matching object names. Click OK.
- To mark all unmapped objects as Do Not Map, click Do Not Map.
(Optional) Click to enable filter fields that you can use to find specific objects in each mapping category. To undo your mapping selections, click Undo, then select whether to undo all mappings in the category or only the mappings on a single page. If you choose to undo all mappings, you will be returned to the categories list.
(Optional) To save your mapping selections and return to the categories list without committing changes to the target instance, click .
After you review and map all objects, click Execute.
Select I understand the implications of performing this operation. Click OK.
When the mapping is complete, the Import and Install Packages page displays.
Important: Advanced Package Mapping modifies the system IDs in the target instance. You must update any Data Feeds and Web Service APIs that use these objects with the new system IDs.

Task 4: Install the package

All objects from the source instance are installed in the target instance unless the object cannot be found or is flagged to not be installed in the target instance. A list of conditions that may cause objects not to be installed is provided in the Log Messages section. A log entry is displayed in the Package Installation Log section.

From the menu bar, click > Application Builder > Install Packages.
In the Available Packages section, locate the package file that you want to install, and click the file name or at end of the row to open the Options menu.
In the Selected Components section, click the Lookup button to open the Package Selector window.
- To select all components, select the top-level checkbox.
- To install only specific global reports in an already installed application, select the checkbox associated with each report that you want to install.
Note: Items in the package that do not match an existing item in the target instance are selected by default.

Under the Translation Option drop-down menu, select an option for each selected component. To use the same Translation Option for all selected components, select a method from the top-level drop-down list.
The Translation Option is enabled only when a language is selected.

The following table describes the options.
Option	Description
Full Install	Installs the component and its translations from the selected languages.
Translations Only	Only installs the translations from the selected languages.

Under the Install Method drop-down menu, select an option for each selected component. To use the same Install Method for all selected components, select a method from the top-level drop-down list.

The following table describes the options.
Option	Description
Create New Only	Only creates new fields and other elements in the applications, questionnaires, workspaces, data feeds, and dashboards specified in the package file. This option does not modify any existing elements on your instance of Archer. This is useful when you want to add functionality to an existing application, questionnaire, workspace, dashboard, data feed, or access role, but you do not want to risk making any unwanted changes to the existing elements of workspaces, data feeds, or dashboards. iViews that are not currently on the dashboards that are selected for the package install are created. Note: The Create New Only option does not apply to access roles or languages.
Create New and Update	Updates all elements in the applications, questionnaires, workspaces, data feeds, and dashboards as specified in the package file. This includes adding new elements and updating existing elements. Existing iViews on the dashboards that are selected for the package install are updated, and iViews that are not currently on the dashboards that are selected for the package install are created. Note: The Create New and Update option does not apply to access roles or languages.

Under the Install Option drop-down menu, select an option for each selected component. To use the same Install Option for all selected components, select an option from the top-level drop-down list.

The following table describes the options.
Option	Description
Do not Override Layout	Installs the component, but does not change the existing layout. This is useful if you have a lot of custom fields and formatting in your layout that you do not want to risk losing. You may have to modify the layout after installing the package to use the changes made by the package. Note: The Do not Override Layout option does not apply to access roles or languages.
Override Layout	Updates the layout as specified in the package file, overwriting the existing layout. Note: The Override Layout option does not apply to access roles or languages.

Click Continue to advance to the next object category in the Package Selector, and repeat steps 4 to 6. After reviewing all object categories, click OK.
To deactivate target fields and data-driven events that are not in the package, in the Post-Install Actions section, select the Deactivate target fields and data-driven events that are not in the package checkbox. To rename the deactivated target fields and data-driven events with a user-defined prefix, select Apply a prefix to all deactivated objects, and enter a prefix. This can help you identify any fields or data-driven events that you may want to review for cleanup post-install.
Click Install.
Click OK.

Configure the Archer Complaints Tracking

Update Complaint Reviewer dashboard

Task 1: Create my assigned remediation plans featured metric report

Go to Remediation Plans Application Advanced Search:
1. From the menu bar, click Issues Management.
2. Under Solutions, click Issues Management.
3. Under Applications, click Remediation Plans.
4. In the Remediation Plans default results page, click Modify.
Select Statistics Mode check box in Fields to display section.
Select Count of Name in Fields in Display.

In Filters add the following:
1. Fields to Evaluate:
  1. Remediation Plan Manager Contain Current User
  2. Remediation Plan Owner Contain Current User
  3. Status Does Not Contain Closed
  4. Complaints Register (Remediation Plans) Does Not Contain No Selection
2. Advanced Operator Logic: (1 OR 2) AND 3 AND 4.
Click on Search button.
Select “Chart Only” and “Featured Metric” in the Chart tool bar in the search results page.
Click on Save.
Provide Report Name as “My Assigned Remediation Plans”.
In Report Type section select “Global Report”.
Click on Save.

Task 2: Create my assigned exception requests featured metric report

Go to Exception Requests Application Advanced Search:
1. From the menu bar, click Issues Management.
2. Under Solutions, click Issues Management.
3. Under Applications, click Exception Requests.
4. In the Exception Requests default results page, click Modify.
Select Statistics Mode check box in Fields to display section.
Select Count of Exception Description in Fields in Display.

In Filters add the following:
1. Fields to Evaluate:
  1. Submitter Contains Current User
  2. Management Reviewer Contains Current User
  3. Reviewer Contains Current User
  4. Complaints Register (Exception Requests) Does Not Contain No Selection
2. Advanced Operator Logic: (1 OR 2 OR 3) AND 4.
Click on Search button.
Select “Chart Only” and “Featured Metric” in the Chart tool bar in the search results page.
Click on Save.
Provide Report Name as “My Assigned Exception Requests”.
In Report Type section select “Global Report”.
Click on Save.

Task 3: Update the complaint reviewer dashboard

Go to Global iViews:
1. From the menu bar, click Administration.
2. Under Workspaces and Dashboards, select Global iViews.
Open iView “My Assigned Remediation Plans”.
Select report “My Assigned Remediation Plans”, created in Task 1, in the iView.
Click on Save.
Go back to the Global iViews listing page
Open iView “My Assigned Exception Requests”.
Select report “My Assigned Exception Requests”, created in Task 2, in the iView.
Click on Save.

Note: Go to Complaint Reviewer dashboard and verify if My Assigned Remediation Plans and My Assigned Exception Requests iViews are visible. If it is not visible perform the below steps.

Go to Complaint Reviewer Dashboard:
1. From the menu bar, click Complaint Tracking.
2. Under Dashboards, select Complaint Reviewer.
Click on the Dashboard options Ellipses and click on Add iView content.
Select the radio button “Select from Global iView Library”.
Select iViews “My Assigned Remediation Plans”, “My Assigned Exception Requests” and click OK.
Place the iViews to the top right column.

Click on Save to save the dashboard changes.

Complete the tasks to create approved complaints records in Complaint Register application.

Archer Speak Up allows users to submit ideas, report issues and file complaints in a single repository. For detailed information on installation and usage of the offering please check Archer Speak Up documentation in Archer Help Center.

Note: The data feed described in this guide is being provided as a reference implementation for evaluation and testing purposes. It may or may not meet the needs and use cases for your organization. If additional customizations or enhancements are needed, it is recommended that customers contact Archer Support for assistance.

Task 1: Create report A2A register complaints

This report displays all approved anonymous speak up requests.

Log in to your instance.
Go to the Archer Speak Up Reports Page
1. From the menu bar, click dropdown beside Archer Speak Up.
2. Under Solutions, click Archer Speak Up.
3. Under Applications, click beside Speak Up.
Click New to create a new report.
In Fields to display add the following fields from Speak Up in the Available window to the Selected window:
- Request ID
- Title
- Description
- Date of Occurrence
- Submit Date
- Submitted By
- Anonymous Submission
- Complaint Against
- Business Unit

In Filters section select following fields. The default filters mentioned above will add all approved/completed complaints. Modify the filters as per your requirement:

Field to Evaluate	Operator	Value(s)	Relationships
Request Type	Contains	Complaint	AND
Overall Status	Contains	Approved Completed	AND
Complaints Register (Speak Up)	Contains	No Selection

Field to Evaluate

Operator

Value(s)

Relationships

Request Type

Contains

Complaint

AND

Overall Status

Contains

Approved

Completed

AND

Complaints Register (Speak Up)

Contains

No Selection

Click Search.
Click Save.
In the Report Information section, in the Name field, enter A2A Register Complaints.
In the Report Type section, in the Permissions field, select Global Report.
Click Save.
From the search results page, in the Save drop-down menu, click Save Report Changes.
In the Report Information section, copy the numeric value from the ID field and save it for use when importing the A2A Register Complaints data feed.

Note: Do not include the braces {} in the copied text. This numeric ID is used in the Report field in the A2A Register Complaints data feed. See step 9b of Task 2: Import the A2A Register Complaints Data Feed.

Task 2: Import the A2A register complaints data feed

This is a data feed to create complaints in complaint register.

Log in to your instance.
Go to the Manage Data Feeds page:
1. From the menu bar, click .
2. Under Integration, click Data Feeds.
In the Manage Data Feeds section, click Import.
Locate and select the A2A Register Complaints.dfx5 data feed file.
Verify settings in the General tab.
1. In the General Information section, set the Status field to Active.
2. In the Feed Information section, confirm that the Target field is set to Complaints Register.
Click the Transport tab.
In the Transport section, confirm that the Transport Method field is set to Archer Web Services Transporter.
In the Security section, in the URL field, insert the URL to your instance.
In the Transport Configuration section, do the following:
1. In the Search Type field, confirm that Report ID selected.
2. In the Report field, insert the report ID that you obtained in step 10 of Task 1: Create Report A2A Register Complaints.
3. In the User Name field, enter a user name of a user who has read access to speak up records.
4. In the Instance field, enter the name of your instance.
5. In the Password field, enter the password of the username you provided in the User Name field.
If you are an Archer SaaS customer, in the Proxy section, set the Proxy Options field to Use System Proxy.
Click Save.
Verify the Data Map tab.
In Run Configuration Tab, schedule the data feed run time.
Click Run Now to run the data feed and test.

Configure Archer Engage for new complaint submission (Optional)

Customers with Archer Engage enabled in their organization can configure Archer Complaints Tracking to allow new complaint submission through Archer Engage portal.

A new layout is added, which when published to Engage becomes a record page template in the Engage Portal. It can be used to create multiple records in Archer without having the need to login into Archer. Once the record is created the remaining steps can be done in Archer.

Task 1: Enable publish template feature

From the Administration Bar click Applications to open the application list.
Click on the Complaints Register.
Click on the design tab.
From the layout object list select and place the publish template custom object on the layout.
Custom object configuration can be found in the Archer Engage documentation in the Archer Help Center.
Save the layout.

Task 2: Publish template

Go to the Complaints Register record.
1. From the menu bar, go to Complaints Tracking -> Complaints Register.
2. In the Complaints Register record browser, click New Record.
Publish the template.
1. From the layout. Click on publish.
2. After publishing is successful and email will be sent to the configured user.
Remove the Publish Template custom object from the layout via requesting an administrator.

Task 3: Update template

Enable Delete button to remove the exiting template by following the below steps:
1. From the Administration Bar click Applications.
2. Click on the Complaint Register.
3. Click on the design tab.
4. From the layout object list select and place the Delete template custom object on the layout.
5. Custom object configuration can be found in the Archer Engage documentation in the Archer Help Center.
6. Save the layout.
Delete the template by following the bellow steps:
1. From the menu bar, go to Complaints Tracking -> Complaints Register.
2. In the Complaints Register record browser, click New Record.
3. In the record page click on delete template.
After deletion is successful the record template will be removed from Engage.
Remove the Publish Template custom object from the layout.
To publish the new updated template, follow the steps mentioned in the Task 1.

Certification environment

Date tested: November 2025

Product Name	Version Information	Operating System
Archer	2024.11	Virtual Appliance
Archer Engage Agent	2.0.0	Windows 2019