NetResults Tracker

Use the Alerts feature to ensure issues get a timely response.

Alert email notifications can be sent as a reminder in advance of a deadline or to a manager / user group to flag a missed deadline. These alerts can be configured based on the value of a pulldown field. You can set different response time levels such as:

• Severity 1 tickets trigger an alert within 1 hour
• Severity 2 tickets trigger an alert within 4 hours
• Severity 3 tickets trigger an alert within 1 day

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

Modify a set of records using a single operation.

There are times when you may need to update a large set of records and don't want to update every single one individually. For example, Support Engineer One is on going on vacation and you would like to assign all of his/her tickets to Support Engineer Two. These kinds of changes can be done using the Edit Query Results operation.

Because this operation can make BIG changes to your data, it is strongly recommended that you make a backup of your database before making this change as it cannot be undone.

Run a query that returns the set of records you'd like to change. Let's search for records assigned to Support Engineer One.

When the results are displayed, click on the Edit Records link.

Heed the warning about making a backup.

Make any desired changes. In this example, we are selecting a replacement for the user going on vacation.

Check out the video below or this Knowledge Base article for detailed steps to Edit a Set of Query Results.

Use Link Fields to connect records within a single form or to a different one.

Link Fields are valuable tools in your workflow arsenal. They allow you to create a link to another record. The link can include key information such as the current status or assignee or an important date field or other data from the connected record. Check out some ways you can use Link Fields in your process.

Related Records

Link records that are related. For example, a technique used to solve a problem for one issue might work for a newer one. Link the older record so that it can be used as a reference when working on the newer issue. Or, use it to connect duplicate requests to the original.

Company/Contact/Configuration Information

Connect different forms. For example, a Help Desk might have the following forms:

• A Ticket form is used to make requests and report issues.
• A Company/Contact form is used to collect email, phone, address or configuration information for end users, contractors, vendors or partners.
• An Article form is used to publish content to a Knowledge Base available to end users.

Some ways these forms can be linked:

• The Ticket form can have a link to the company or contact related to the request. In turn, when you view a company or contact, you will see links to all of their associated tickets because you can include a reverse link.
• The Ticket form can have a link to a Knowledge Base article that will resolve the issue being reported.

Reports

You can use Link Fields as report criteria. Search for linked records that have specific key word(s), records that are linked to a specific records, or records that are linked to items included in the results of a saved reports.

More information is available in the Link Fields section of the Admin Help Guide.

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.