You can have different starting points in a single workflow using the "Based on" property for the Default Add State.

The Default Add State is the state where newly added records will be routed by default.

Default Add State

This option can be set to be based on a pulldown field such as Product, Priority or Request Type.

Based On Option


In a change request request process where the workflow depends on the change level, "1 - Urgent" change requests go directly to Change Board review in a state called "Pending Approval". All other requests go to the "Reported" state to be reviewed by the Process Manager.

To configure the system for this scenario:

  • The Based on option is set to "Change Level".
  • The Default Add State for "1 - Urgent" is "Pending Approval".
  • The Default Add State for all other levels is "Reported".

Default Add State Settings Based on Change Level

Instructions for setting this up can be found in this Knowledge Base article

Give your customers, partners or vendors the ability to check the status of their tickets at any time.

End users that need to monitor the progress of the tickets they've reported can make use of Restricted user accounts. Restricted users are automatically set up to show only them the tickets they've reported, preventing users from seeing tickets that belong to other customers or contain internal information. This is done without any extra set up by the Administrator.

Restricted User Home Page

You can customize the fields displayed on the Add Page and these can be different than what internal users see (e.g. have these user fill out fewer fields than internal users).

Restricted User Add Page

Provide options for these users to provide more information or close a request that's no longer needed.

Restricted User Transitions

Check out the following video for more information about Restricted Users.

Sometimes you have an idea for a feature or a non-urgent issue to report, but don't have the time to write up all of the details.

You can set up Tracker to allow users to save a record as a draft, giving them a way to add it now and come back to it later to finish and submit it for processing.

Draft or Submit Field

Set up transitions for the user to update or finish the draft.

Draft Transitions

Details for adding a draft step to your workflow can be found in this Knowledge Base article

Options for re-assigning records and deactivating accounts belonging to stale users.

Re-Assign Records

If a new user is replacing an old one, add the new user account before you delete the old one so that you can select the new user as the replacement for any records assigned to the old user. We recommend adding the new user instead of renaming the old one so that the audit trail will reflect the actions of the old user because if you rename the user, all the actions performed by the old user will have the new user's name.

Selecting a Replacement

Lock a User Account

If a user account needs to be deactivated temporarily (e.g. seasonal or contract employee who might/will return), you can lock the account instead of deleting it. A user is not able to login when their user account is locked.

Lock Account Option


If the stale user had access to the password for a workgroup's Admin account, reset the password. For on-premises Tracker installations (not applicable to cloud service customers): The passwords for the Administrator accounts for the Workgroup Management System and User Management System should also be reset if the stale user had access to those.

Change the criteria for a report that's only applied for one run.

Your most used report shows all open tickets. Maybe you'd like to narrow it down to the ones that are Severity 1 for a specific product. You can add these pieces of criteria for one run only and leave your original report intact using the Preview option.

Click on the Search icon and select a saved query in the pulldown at the top. Click on the Preview button to the right.

Preview a Query

The query's criteria will be displayed.

Query Criteria

Make changes to the criteria.

Updated Criteria

Click on the Run Query button to run the report with the changes.

The Preview option is also available when running charts.

Preview a Chart

For more detail, check out the Preview a Query or Preview a Chart information in the Online Help Guide.