Doing one quick step before creating a user will ensure they start with a good setup.

Check Default User Preferences

Take a look at the default reports, time zone settings, etc. the new user will inherit. This step is especially important if you're adding a large block of new users.

Default User Preferences

To check the Default User Preferences:

  1. Login as Admin and click on the Admin icon.
  2. Click on the User Preferences link.
  3. Select the User License Type, then click Continue.
  4. Check the settings. Make any desired changes and click Update. If you want to change the settings to what they were before, you can add the new users, then come back and use these steps to change the settings back.

Add a User

  1. Login as Admin and click on the Admin icon.
  2. Click on the User Accounts link.
  3. Click on the Add User button.
  4. Fill out the profile information. User ID, Password, First Name are required fields. Email Address is not required, but is recommended so the user can receive email notifications.
  5. Click the Add New User button to save the user.

Adding a User

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

Use a filter to zero in on records in a specific date range on reports.

Want to see items that are due within the next few days or which requests came in last month? Use the filter available in the column heading of a Date field.

Date Filter

Click on the filter to make selections. You can enter a start and/or end date for a date range. Or, you can use the relative option.

Filter Options

Here are the filtered results. To remove the filter, click on the icon again and click on the Remove Filter button.

Filtered Results

Find out which pulldown has a special power.

History Pulldown in Audit Trail

The History Pulldown is unique because its value is tracked in the record history. This field is called "Product" in some of Tracker's templates. When configuring your system, make this field something important that applies to all or most of your records since it will be saved in the history.

History Pulldown

Rename the History Pulldown and Change the Option Menu Items

You can rename the History Pulldown using the following steps:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Fields link.
  3. Click on the Edit button to the left of the History Pulldown.
  4. Change the Label and make any other desired changes to the properties.
  5. Click OK to save the changes.

Rename the History Pulldown

To change the Option Menu Items:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Fields link.
  3. Click on the Items button to the left of the History Pulldown.
  4. Click on the Add Item button to add a new item or click Edit to rename or make other changes to the item.

More information is available in the Customizing Menu Items section of the Online Help Guide.

Manage Option Menu Items

Make it a Key Field

Selecting the History Pulldown as a key field will show the field when cross-referencing other records or forms. The sample below shows a customer's information with a list of all of the tickets they've reported. The ticket number, the title of the request and the product are displayed as key fields.

Key Fields Sample

To select the History Pulldown as a key field:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Forms link.
  3. Click on the Edit button to the left of a form.
  4. Select the History Pulldown as one of the Secondary Key Fields.
  5. Click OK to save the change.

More information about cross-referencing records is available in this post.

Assign or Route Records Based on the Field's Value

You can assign records, route to different workflow steps or make use of different email rules depending on the value of the History Pulldown by using the Based On property available for Alerts, Assignment, Workflow States or Email Rules.

Email Rules Based On Product

Following up on an earlier post with more best known methods for delivering extraordinary support via Tracker.

Choose an Assignment Option

Flexibility is one of the biggest strengths of Tracker's workflow engine. Here are a few of the many ways to assign tickets. Click on the link to see details for setting up the option:

The Workflows section of the Getting Started Guide discusses other options. You can also contact Technical Support if you need help configuring your workflow.

Capture Data for Metrics

Build in fields that will collect data you can analyze via the Metrics feature:

  • Add a "Fixed By" field to save which engineer resolved each issue to run performance reports. This blog post explains how to set up a User Pulldown.
  • Use a Time Spent field to track how much time was spent on each ticket.

Average Time Spent Chart

Open Up Lines of Communication

Use the Discussion feature to allow engineers to have a conversation about a ticket for faster troubleshooting and sharing of best practices. Customers can also use this feature as a quick means of providing additional information needed to resolve an issue.

Discussion Thread

For more information, check out the Discussion section of the Online Help Guide.

Save field values to add another similar record.

If you need to add a group of similar records (e.g. you were testing a new product and are reporting multiple issues), the Add & Copy feature will save you from having to re-enter the same information over and over.

Add & Copy

To configure a field to be saved when you click Add & Copy:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Fields link.
  3. Click on the Edit button to the left of a field you want to be copied for the next record.
  4. Set the option Copy Field Value for Next Add to "Yes".
  5. Click OK to save the change.
  6. Repeat the above steps for each field to be copied on the Add form.

Add & Copy Configuration

To use the Add & Copy feature:

  1. Login to Tracker and click on the Add icon.
  2. Fill out the fields on the form.
  3. Click on the Add & Copy button to save the first record and copy the values for the next one.
  4. Make adjustments to the fields on the form for the second record, then either click Add (if this is the last record you are adding) or Add & Copy (to save the values for another record you want to add now).