Set up a queue where a user in a specific group can pick up items and process them. Or, assign records to a group for review or approval.
Set up a report to act as the queue. Members of the group assigned to the queue items set the report to be on their Home Page.
User can pick up an item and assign it to themselves by clicking on the Task icon.
Check out the video below or see detailed steps in this Knowledge Base article to set up Group Assignment.
After a customer submits a ticket, they might realize they have more information about the issue they reported such as a screenshot or details about their environment or another occurrence of the issue.
You can allow customers to modify their tickets by creating an "update" transition. This transition will not change the ticket's status or assignment; it is simply used to update fields or add attachments. You can also limit it such that these kinds of changes can only be done at certain points of the workflow.
For details, check out the Set Up an Update Transition Knowledge Base article or the video below.
Do you have a field that is a list of users' names in it?
Did you know that you can configure a pulldown field to be a "User Pulldown" that can be associated with a Tracker user group? The list of names is automatically maintained by Tracker as users are added or removed from the user group. You can send email notifications to this user and you can use this field in report criteria.
Want a report that shows how many tickets were fixed by each developer? Add a user pulldown field called "Fixed By". At the point in the workflow where an issue is fixed, you can set the transition so it will save the user's name in the "Fixed By" field. Then, run a chart using the "for every Fixed By" option in the "Perform Calculations..." section. Check out the User Pulldown Knowledge Base article for details on how to create this type of field.
Display a record's full audit trail while making changes to it using the Edit or Task operations.
When a user is processing a record, it can be useful to see its history. The history can be included at the bottom of the page during the Edit or Task operations. Details are available in the Tracker Knowledge Base.
Show different fields based on a user's role on the Add Page and other areas in Tracker.
For example, in a support or help desk organization you may have the Support/Help Desk Engineers fill out more fields than are shown to the end users. In the image below, what the Support/Help Desk Engineer sees is displayed on the left, the end user's view is on the right. Notice the Support/Help Desk Engineer has more icons in the toolbar and more fields on the form.
Instructions for setting this up are available in the Field Visibility Knowledge Base article.