NetResults Tracker

A Tracker report is a quick way to set up your product release notes.

Add a field for collecting the release notes summary for each issue. Then, make it a task field in the step where an issue is included in a release.

Create a report layout that shows the information you want to include in the release notes.

Save a query that returns the records included in the release. In this sample, we do it with the following criteria:

• Select the Release Notes report layout so that the results will show the desired fields.
• Select the product.
• Select the version of the product being released.
• Select issues in the Released state.

The result: Release Notes made easy.

See a breakdown of items assigned to each team member with a workload chart.

Add this report to your Home Page to easily access this information at any time.

You can also breakdown the data down further as we did to show Severity in this chart.

Take a peek at the settings we used to make this chart.

Steps for adding a chart can be found in the Metrics section of the Online Help Guide.

To add the report to the Home Page:

1. Login to Tracker.
2. Click on the Preferences link in the upper right corner.
3. Select the chart for one of the Home Page Report options.
4. Click OK to save the change.

Display saved searches on the KB Search Page for end users to easily access key information.

The Quick Links section on the Knowledge Base Search Page lets you save a Knowledge Base search and display a link so users can access the results in one click. You can use a quick link to display an FAQ list or some other group of articles that you want to make available.

Create a Quick Link

1. Login as Admin and click on the Admin icon.
2. Click on the Knowledge Base link.
3. Click on the Contents button to the left of Search Page.
4. Click on the Modify Links button to the left of Quick Links.
5. Enter a name in Quick Link Label.
6. Set the order with respect to other quick links.
7. Set the search criteria for the Quick Link.
8. Click Add to save it.

The quick link below will return KB articles that are set with "FAQ" and "Our Database".

Check out the Online Help Guide for more information about the Knowledge Base.

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.