NetResults Tracker

Want to keep tabs on the average age of open issues?

Run a chart that calculates the average time from Date Reported to <Now> for a set of records (e.g. choose a saved query that returns open issues for the "Input Records" option in the chart).

Build charts using the information in the Metrics section of the Online Help Guide.

Gather details about an end user's environment, such as browser and operating system versions, using the AutoFill feature to help troubleshoot an issue as quickly as possible.

Check out the video below or the AutoFill Knowledge Base article.

Are there a lot of inactive items in your Assigned To Me report?

Sometimes the workflow has been configured so the person who fixed or resolved an issue stays assigned to it after it's finished to keep record of who worked on it. It's not necessary to do that. You can rely on the record history, which is a full audit trail of everything that has been done on the record, to have that information. Or, you can create a User Pulldown to capture that information and use it to run reports.

To take advantage of this option, configure your workflow such that a record is assigned to "TBD" when it is closed or resolved or put in a state where it will no longer be processed. TBD is a built-in user that can signify no one needs to work on the record. Then, use the info in the User Pulldown Knowledge Base article for details on how to create this type of field.

Are you afraid to delete users from Tracker?

Are you wondering whether you'll lose some information when you do it? Wonder no more. When you delete a user in Tracker, the audit trail will be preserved in any record that user worked on.

When you delete a user, you'll need to pick a replacement when:

• the user is assigned to any records.
• the user is configured as a state manager or in the New Assignee option in a transition.
• the user is selected in report criteria.

Details for deleting a user and selecting a replacement where needed can be found in this video.

Saved queries or charts can be copied to create a new report.

Copying a Saved Query as the basis for a new report is easy:

1. Login to Tracker.
2. Click on the Query icon.
3. In the Saved Queries pulldown at the top, select the saved query you want to copy.
4. Click on the Add button to the right of the pulldown.
5. You'll be prompted to enter/select a Query Name, Query Type, User Group (if applicable) and Query Format.
6. Click Next.
7. The criteria from the report you selected in step 3 will be available; make any desired changes. More information is available in the User Help Guide: Standard Queries or Advanced Queries
8. Click Add to save the new report.

To copy a Saved Chart and use the criteria for a new chart:

1. Login to Tracker.
2. Click on the Metrics icon.
3. In the Saved Charts pulldown, select the saved chart you want to copy.
4. Click on the Add button to the right of the pulldown.
5. You'll be prompted to enter/select Saved Chart Name, Saved Chart Type and Group (if applicable).
6. Click Next.
7. The criteria from the chart you selected in step 3 will be available; make any desired changes. More information is available in the Saved Chart Criteria section of the User Help Guide.
8. Click Add to save the new chart.