NetResults Tracker

Records can be automatically assigned based on the value of a pulldown field. For example:

• Tickets for product A go to Support Engineer 1, tickets for product B to Support Engineer 2
• Bugs go to Developer 1 to be fixed, enhancements go to the Development Manager for review

This is done using the State Manager option in the Projects section. First, select the desired Pulldown field for the Based On property.

Then, set the State Managers for each value in the Pulldown field.

For detailed steps for setting it up, check out this Knowledge Base article or the video below.

A Tracker report can organize the content for a variety of meetings: Change Board Review, Product Enhancement Review, Help Desk / Customer Support Triage, Task Force, Daily Scrum.

Create a Report Layout

Save a report layout that shows the fields you want to see in the report. For example, the Title/Summary, Priority and any other key information that should be available for quick reference. Select "Group" as the Type and select the group of users participating in the meeting so everyone participating in the meeting can access the information. Details for saving a report layout can be found in the Using Saved Queries and Reports Help section.

Create a Saved Query

You might already have a report (e.g. Change Board Queue, Help Desk / Support Queue, Product Enhancement List). If not, set up a saved query that will return the records to be discussed in the meeting. Steps for saving a report are in the Using Saved Queries and Reports section. You'll want to make this a "Group" report, too.

Access to Tracker can be restricted by IP address. This is done by specifying either single IP addresses or ranges to note which are allowed to access Tracker. You can customize the message a user will see if they are denied access based on their IP address.

For more detail, check out the IP Address Restrictions information in the Online Help Guide.

Perform a search on the system's audit trail.

Information about every action performed on a record is saved in Tracker's record history. The History Page allows you to perform searches against this wealth of data. Perhaps you want to see what changes were made last week or locate records that moved from one workflow step to another. For example, find issues where the fix failed testing.

To run a History search, click on the History icon in the button bar. Make selections for the criteria. The Comment field accepts key word(s) to search the History Comment field available during the Edit and Task operations. If you would like to see the record data as part of the results, you can select a report layout for Record Columns. The criteria selected here will show us all actions performed by Developer One for the specified date range.

The columns to the right of PRN are the columns in the report layout selected on the Search Page.

For more details about the available search options, please review the Record History Help section.

Create transitions such that a user or group can approve or reject a request.

Requests can be assigned to a single user or can be routed based on the value of a field (e.g. requests are routed to the manager of the appropriate department for approval). Or, requests can be assigned to a group.

The approval step can be configured to capture who approved the request and the date and time the approval was given for use in reports.

Get detailed steps in the Approval Step Knowledge Base article.