Alerts can be sent and repeated in 15 minute increments.

If you're using Alerts to regulate response times, you can trigger notifications in 15, 30 or 45 minute increments in Version 7.0 or newer.

Severity 1 Issues

You can set Alerts such that when a severity 1 issue is reported, it can trigger an alert every 15 minutes until someone takes action on the issue.

Severity 1 Example

To configure alerts this way, check out the based-on alerts blog post for details.

Information about upgrading to Version 7.0 or newer can be found on the downloads page.

Use a single email rule to cover notification for a group of similar states.

Let's create a state group for "Inactive" states: Deferred, Closed, Released, Duplicate. We can then set up one email rule that will notify the reporter in any of those cases.

Email Rule for Inactive States

To add a state group:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Click on the Global States button.
  4. Click on the State Groups button.
  5. Click on the Add State Group button.
  6. Enter a name and click OK.
  7. Click on the Add States to this State Group button.
  8. Click on a state and click on the Add button. Repeat to add each desired state. Then, click OK.

State Groups

Add an email rule that uses the new state group:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Locate the Outgoing Email Rules section and click on the Manage link to the right.
  4. For Condition, select "Change of", "<Record>", "Status", to "[New State Group]".
  5. For Notification List, select the users and/or groups that should be notified. To select multiple users and groups, hold down the Ctrl button on your keyboard as you select the desired users and groups.
  6. Enter a Subject and Operation Description. Variables can be used to customize the content included in these parts of the email notification message. Using the "Inactive" states example, the Subject can be something like "<number> has been <new status>" where <number> will fill in the record number and <new status> will fill in the state to which the record is being routed. The Operation Description can use similar wording: "The following record has been <new status>."
  7. Click on the Add Notification button to save the email rule to the Notification list. Then, you must click OK to fully save the new rule and return to the Workflows page.

More details can be found in the Email Rules Help section.

Update the hostname used in the link included in email notifications.

Email Link

Email notifications can have a link to login to Tracker and view the related record. The link is based on what's set for the Hostname, Port Number and SSL settings in the Workgroup Management System. For example, an IP address is currently listed in the link and you want to use something like "ourcompany.nrtracker.com" instead. To change it, you would replace the IP address in the Hostname property with "ourcompany.nrtracker.com".

Edit Workgroup Settings

To update these settings:

  1. Login to the Workgroup Management System.
  2. Click on the Edit icon to the left of the workgroup.
  3. Make changes to the Hostname, Port Number and SSL settings.
  4. Enter a History Comment and click on the Update Workgroup button.

Choose date and time and other options applied to notifications sent to unregistered users.

Unregistered User Options

The date and time options are applied to date information in the email content sent to these users.

User Groups determines which pieces of the email content will be included.

There's also an option to select whether these users will be notified when adding a request and/or actions performed later in the workflow.

This Knowledge Base Article explains how to configure these options.

Take advantage of options available for using terminology specific to your process or project.

Login Page

The first page end users see can have your logo and some instructions. You can also customize the Page Title displayed in the browser tab.

Login Page

Login Page Settings

Custom text can also be included on other external facing pages such as the Submit Page and Knowledge Base.

To set the Login Page settings:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Login Options link.
  3. Make the desired changes and click OK to save them.

Home Page Message

Enter a Home Page message for your end users. You can show a different message for Standard and Restricted users.

Home Page Message

Home Page Message Options

To set the Home Page message:

  1. Login as Admin and click on the Admin icon.
  2. Click on the General Preferences link.
  3. Scroll down to the Home Page Options section.
  4. Enter the Home Page messages for Standard and/or Restricted users. You can use format tags such as bold, italics, etc. to enhance your messages.
  5. Click OK to save them.

Add & Edit Page Instructions

You can include some instructions at the top of the Add & Edit pages.

Add Page Message

Each form can have its own set of instructions.

Form Properties

To add instructions to the top of the Add & Edit pages:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Projects link.
  3. Locate the Forms section and expand the desired form.
  4. Find the entry called Other Properties and click on the Edit link to the right.
  5. Enter the instructions. You can use format tags such as bold, italics, etc. to enhance the text.
  6. Click OK to save the changes.

Workflow

You can use your own wording for the tool tip for the Task icon. The tool tip can be different for Standard and Restricted users.

Tool Tip Options

To change the tool tip:

  1. Login as Admin and click on the Admin icon.
  2. Click on the General Preferences link.
  3. Scroll to the Help Options section.
  4. Set the tool tip for Standard and/or Restricted users.
  5. Click OK to save the changes.

Instructions can be displayed above the transition list for each state in a workflow. Customize the name and descriptions of the transitions presented to the user when selecting a transition.

Task Instructions

Each transition can have instructions in addition to the help description available for each task field.

Transition Instructions

To set the instructions for a state:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Click on the Global States button at the top.
  4. Click on the Edit button to the left of a state.
  5. Enter your text into the Instruction Message box. You can use format tags such as bold, italics, etc. to enhance the text.
  6. Click OK to save the changes.

To set the name and descriptions of a transition:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Click on the Manage link to the right of States.
  4. Click on the state that contains the transition you want to modify, then click on the Transitions button.
  5. Click Edit to the left of the transition you want to change.
  6. Make changes to the Name, Help Description or Task Page Instruction Message. You can use format tags such as bold, italics, etc. to enhance the text.
  7. Click OK to save the changes.

To set the Help Description for a field:

  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.
  4. Make changes to the Help Description. You can use format tags such as bold, italics, etc. to enhance the text.
  5. Click OK to save the changes.

Email Rules

Tailor the text in your email rules to suit the recipients.

Sample Email

Email Rules

To set the Greeting, Introduction and Signature included in email notifications:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Locate the Forms section and expand the desired form.
  4. Click on the Manage link to the right of Email Common Content.
  5. Make any desired changes and click OK to save them.

To customize the subject and body included in an email rule:

  1. Login as Admin and click on the Admin icon.
  2. Click on the Workflows link.
  3. Click on the Manage link to the right of Outgoing Email Rules.
  4. Double-click on a rule in the Notification Rule List.
  5. Make changes to the Subject and Operation Description (included in body of message). You can include variables or field values.
  6. Click on the Update Notification button to save the rule.
  7. Repeat steps 4-6 to modify any other rules.
  8. Click OK to apply all of the changes.