NetResults Tracker

Give your customers, partners or vendors the ability to check the status of their tickets at any time.

End users that need to monitor the progress of the tickets they've reported can make use of Restricted user accounts. Restricted users are automatically set up to show only them the tickets they've reported, preventing users from seeing tickets that belong to other customers or contain internal information. This is done without any extra set up by the Administrator.

You can customize the fields displayed on the Add Page and these can be different than what internal users see (e.g. have these user fill out fewer fields than internal users).

Provide options for these users to provide more information or close a request that's no longer needed.

Check out the following video for more information about Restricted Users.

Adding another process or project to Tracker is easy, allowing you to incorporate additional procedures or organizations into your system.

Project Hierarchy

Tracker supports an unlimited number of projects. When creating a project, you can configure which user groups are allowed to access the project as well as the privileges available (e.g. ability to create/modify/query for records). This allows you to keep a project isolated. Or, Link Fields can be used to cross-reference records in different projects.

Forms and Workflows

You can customize the forms and workflows that will be used in each project.

Examples

• Another department in your company wants to use Tracker for their processes.
• You're launching a new product that has a team and/or procedures that are independent of existing products.
• You're using Tracker for a customer-facing process and want to add a Knowledge Base.
• Your company acquired another one and you need to add some new processes.

How to Add Projects or Processes

The Getting Started Guide available for the cloud service or on-premises installations provides detailed steps for setting up a new project or process. It also provides suggestions for defining a brand new process, if that's needed.

Need Help?

If you need some pointers to getting started or have some questions about your situation, contact Technical Support. Or, you can have our Professional Services team set it up for you.

Send a record back to a previous workflow step and automatically assign it to the person who worked on it at that point.

In a QA step or user acceptance testing, a record may need to be sent back for re-work. Tracker has workflow options that will automatically route the record back to the user who worked on it.

Send Back to a State

To send a record back to a state, set the transition with the New State option set to "<Previous State>". Tracker will use the record's history to find the appropriate state. Or, you can select a specific state name instead if the state you want isn't the last one.

Send Back to a User

Send a record back to the user who worked on it using the "<Last Assignee for New State>" option in New Assignee. There's also an option called "<Last Assignee for State X>". This is useful in cases where the record will be routed to a state it hasn't previously been through. For example, a fix fails testing and gets sent to a state called "Rejected", but you want to assign it to the user who fixed it while it was "In Development". Select Rejected for New State. Then, for New Assignee, pick "<Last Assignee for State X>" and choose "In Development" for X.

For more detail about workflow routing options, check out the Transition Properties section of the Online Help Guide.

Have a conversation related to a record while it moves through the workflow.

Sometimes an issue related to a record needs to be discussed by various users. For example, a Support or Help Desk Engineer is troubleshooting an issue and needs some more ideas. Or, a prototype, specification or test plan needs some feedback. There's no need to set up a meeting that requires everyone to be at the same place at the same time. Instead, start a discussion thread and invite users and/or groups to participate.

Email notifications will let each user know their input is needed and send updates. Users can choose whether they get notified for each new post or just the first one for each thread.

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

Set up a field where an email address can be entered to be notified as a record is processed.

Sometimes someone other than the reporter wants to be kept up to date about an issue or enhancement. Tracker has an "Unregistered Email Address" field that can be used for saving an email address within a record.

Email notification rules can be set to notify this email address by selecting <Unregistered User>.

For step-by-step instructions for setting this up, check out the Per-Record Email Address Knowledge Base Article.