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.

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.

Following up on an earlier post with more best known methods for delivering extraordinary support via Tracker.

Choose an Assignment Option

Flexibility is one of the biggest strengths of Tracker's workflow engine. Here are a few of the many ways to assign tickets. Click on the link to see details for setting up the option:

The Workflows section of the Getting Started Guide discusses other options. You can also contact Technical Support if you need help configuring your workflow.

Capture Data for Metrics

Build in fields that will collect data you can analyze via the Metrics feature:

  • Add a "Fixed By" field to save which engineer resolved each issue to run performance reports. This blog post explains how to set up a User Pulldown.
  • Use a Time Spent field to track how much time was spent on each ticket.

Average Time Spent Chart

Open Up Lines of Communication

Use the Discussion feature to allow engineers to have a conversation about a ticket for faster troubleshooting and sharing of best practices. Customers can also use this feature as a quick means of providing additional information needed to resolve an issue.

Discussion Thread

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

Take advantage of tried and true methods for providing excellent support via Tracker.

Let Users View and Track Their Requests 24/7

Providing a restricted user account is the easiest way to allow end users to view and track status of their requests at any time. All you need to do is set up the user account.

Restricted User Home Page

The system automatically limits the user to see only the records they've added to the system. You don't have to do a lot of configuration work to lock it down. The following video has more information about Restricted Users.

Provide Self-Service Information

A Knowledge Base allows your end users to find the information they need without contacting your Support or Help Desk organization.

KB Search Page

Check out this blog post for more information about adding a KB to your system.

Let Tracker Maintain Deadlines

Customer A's service contract says you'll respond within 1 hour. Customer B's time frame is 2 hours. Plug these into the Alerts feature to help you meet these deadlines.

Send Alerts on Add

See more in the video below or get detailed steps in this Alerts Knowledge Base article.

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.

Reports

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