A Tracker report is a quick way to set up your product release notes.

Release Notes Report

Add a field for collecting the release notes summary for each issue. Then, make it a task field in the step where an issue is included in a release.

Release Transition

Create a report layout that shows the information you want to include in the release notes.

Release Notes Layout

Save a query that returns the records included in the release. In this sample, we do it with the following criteria:

  • Select the Release Notes report layout so that the results will show the desired fields.
  • Select the product.
  • Select the version of the product being released.
  • Select issues in the Released state.

Release Notes Query

The result: Release Notes made easy.

Release Notes Report

Add your logo, change the color scheme and use other options to customize Tracker to be consistent with with your brand.

Add Your Logo

Login Page with Logo

Add your logo to the Login Page using the Custom HTML text box. In the sample below, we've uploaded the logo image file as a global attachment and included the link in the HTML box.

Login Page Custom HTML

More information is available in the Login Page section of the Online Help Guide.

Change the Color Scheme to Match Your Web Site

Customize the colors to match the look of your web site in the Color Preferences section.

Color Preferences

Update the Page Title

You can update the Page Title property which shows up in browser tabs and bookmarks/favorites.

Customize Other External Facing Pages

The Submit Page and each page of the Knowledge Base (Search, Results, Item) can be customized with a logo, color preferences and page title properties described above. Please refer to the following Help sections for details:

Submit Page

Knowledge Base

Provide Custom Help Documentation

You can configure Tracker such that when a user clicks on the Help icon in the Button Bar it will direct them to your own Help documentation or any other link to guide their experience. Different links can be provided for Standard and Restricted users. Review the Help Options section for more information.

Customize the Tool Tip For the Task Icon

The Task operation is used to advance a record to the next step in the workflow. You can customize the tool tip for that icon to display terminology specific to your process.

Set the Task Icon Tool Tip in the General Preferences section.

Create intricate queries using AND, OR, NOT and other features available in Advanced Queries.

Advanced queries are useful for combining conditions into a single query. For example, the report below will return support tickets that meet any of the following conditions:

  • Newly added ticket (new tickets are routed to Reported state)
  • Active ticket with Severity 1
  • Escalated ticket

Advanced Query

Options only available in Advanced Queries:

  • OR and NOT conditions
  • Group query phrases using parentheses
  • Ability to search for empty Date, Text or TextArea fields.

Refer to the Advanced Queries section of the Online Help Guide for instructions for creating an advanced saved query.

See a breakdown of items assigned to each team member with a workload chart.

Workload Chart

Add this report to your Home Page to easily access this information at any time.

You can also breakdown the data down further as we did to show Severity in this chart.

Workload Chart with Severity Breakdown

Take a peek at the settings we used to make this chart.

Workload Chart Settings

Steps for adding a chart can be found in the Metrics section of the Online Help Guide.

To add the report to the Home Page:

  1. Login to Tracker.
  2. Click on the Preferences link in the upper right corner.
  3. Select the chart for one of the Home Page Report options.
  4. Click OK to save the change.

Display saved searches on the KB Search Page for end users to easily access key information.

The Quick Links section on the Knowledge Base Search Page lets you save a Knowledge Base search and display a link so users can access the results in one click. You can use a quick link to display an FAQ list or some other group of articles that you want to make available.

Sample Quick Links

Create a Quick Link

  1. Login as Admin and click on the Admin icon.
  2. Click on the Knowledge Base link.
  3. Click on the Contents button to the left of Search Page.
  4. Click on the Modify Links button to the left of Quick Links.
  5. Enter a name in Quick Link Label.
  6. Set the order with respect to other quick links.
  7. Set the search criteria for the Quick Link.
  8. Click Add to save it.

The quick link below will return KB articles that are set with "FAQ" and "Our Database".

Criteria

Check out the Online Help Guide for more information about the Knowledge Base.