Start off with a template that has a form, fields and workflow modeled for your intended use already set up.

When you create a new workgroup, you can select from different templates for popular uses of Tracker such as Product Development, Support or Change Management. If none of the templates matches the process you are implementing, there is a Base template with a minimal configuration so that you can add your own fields workflow.

Choose a Template

Learn about the configuration of a template by clicking on a template's link in the Online Help Guide.

This blog post provides helpful information for implementing a new process or project.

Techniques for prioritizing change requests and collecting data that can be used to monitor performance.

Approval Step

Approval Step

Configure a step for requests to be reviewed to decide which ones will be implemented. The Change Management template available in Tracker has an approval step where a request is assigned to a group. There are other ways to set up this step. For example, requests can be routed to a specific approver by department, product or request type.

See detailed steps in this Knowledge Base article.

Track Time Spent

Total Time

Track the amount of time spent implementing a change, then run reports to dissect the data. Check out this blog post for details.

Analyze Performance

Performance Report

Set up a User Pulldown field to capture who approved or implemented each change. This allows you to generate performance metrics. This blog post explains how to set this up.

Tracker has a wide variety of features & options, but some situations require a minimalist approach. Tracker has the flexibility to allow you to pare things down to show users the bare minimum to keep them focused on what's important.

Restricted Users

For users such as customers, vendors and end users, who only need to see the records they've reported, a Restricted user account is a great fit. No extra configuration is needed for the user to only have access to their own records. The following video has more information about Restricted Users.

User Group Privileges

A good place to scale things back is in the user group privileges. All standard users are members of the Users group and all Restricted users are members of the RestrictedUsers group. When deciding which privileges to disable for other user groups, you should ensure the privileges are also disabled in these groups since users inherit a basic set of privileges from these groups.

User Groups

To make changes to user group privileges:

  1. Login as Admin and click on the Admin icon.
  2. Click on the User Accounts link.
  3. Click on the Manage Groups button.
  4. Click on the Edit button to the left of the user group you wish to modify.
  5. Check the box for a privilege to enable or UNcheck to disable, then click OK to save the changes.

See the Online Help Guide for a description of each privilege.

View Page

Each section on the View Page is tied to a privilege so you can hide sections that are not necessary for a user group.

View Privileges

You can also set which fields are displayed for each user group. This allows you to show users only the fields they need to see.

View Page Field Visibility

To choose which user groups can see a field on the View Page:

  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 field you wish to modify.
  4. Scroll down to find the View Page Visibility option.
  5. Select the user groups that should be able to see the field on the View Page. To select multiple user groups, hold down the Ctrl button on your keyboard as you select user groups.
  6. Click OK to save the changes.


For some users, you may want to make reports available to them without giving them access to the Search and Metrics pages. They can run reports you make available to their user group on the Home Page, but cannot run ad-hoc report or save their own. This is done by disabling the Query Privileges and selecting "Home Page Only" in Metrics Privileges.

Report Privileges

A Simple View

The end result: A few toolbar icons and only the necessary fields and attachments. Alerts, Discussions and Record History disabled.

Minimal View

Use Tracker to develop, manage and maintain your organization's training materials.

Document List

One approach is to simply keep a list of each training document and who owns it. Or, perhaps you just need to keep track of who has received training. These can easily be done by setting up a project and form. And, these can be added to an existing Tracker system while maintaining secure access (users only see the projects and forms accessible to them based on user group privileges).

Training Documents

This blog post explains how to set up a list without a formal workflow.

Review Reminders

You can set a reminder specific to each document for updating it (e.g. some require annual updates, other need more frequent reviews depending on product releases or other milestones).

Reminder to Review

Use the Alerts feature to send reminders for updating training documents.


If desired, you can create a formal workflow for developing and publishing these documents.

Training Document Process

The Getting Started Guide is a good resource for building a new workflow. Need Help? Technical Support can answer your questions or even help configure Tracker for you.

Configure fields in your QA process to help measure and analyze performance.

Track Time Spent

There are different ways to track how much time was spent on testing. You can set up a Floating Point or Integer field as described in this Knowledge Base article so QA Engineers can enter how much time was spent testing a fix.

Total Time Field

Or, you can run a chart that compares the date an issue was fixed with the date it was tested. The chart can calculate this by comparing date fields or when the issue was in particular workflow states. Create a chart using the Metrics section of the Online Help Guide.

Chart Options

Note Who Tested Each Issue

Setting up a field to save which QA Engineer tested each issue allows you to report on how many issues were tested by each QA Engineer. The User Pulldown Knowledge Base article provides steps for setting this up.

Test Totals

Categorize Items That Fail Testing

Classifying the items that fail testing can help you identify trends and address them.

Fail Category

To add a Pulldown field:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Fields link.
  3. Click on the Add Field button.
  4. Select Pulldown as the type and click Continue.
  5. Make selections for the options available for Pulldowns
  6. Click OK to save the new field.
  7. Click on the Manage Forms for This Field button.
  8. Click on the desired form and click Add.
  9. Add option menu items to the field.