NetResults Tracker

Want to keep tabs on the average age of open issues?

Run a chart that calculates the average time from Date Reported to <Now> for a set of records (e.g. choose a saved query that returns open issues for the "Input Records" option in the chart).

Build charts using the information in the Metrics section of the Online Help Guide.

Are there a lot of inactive items in your Assigned To Me report?

Sometimes the workflow has been configured so the person who fixed or resolved an issue stays assigned to it after it's finished to keep record of who worked on it. It's not necessary to do that. You can rely on the record history, which is a full audit trail of everything that has been done on the record, to have that information. Or, you can create a User Pulldown to capture that information and use it to run reports.

To take advantage of this option, configure your workflow such that a record is assigned to "TBD" when it is closed or resolved or put in a state where it will no longer be processed. TBD is a built-in user that can signify no one needs to work on the record. Then, use the info in the User Pulldown Knowledge Base article for details on how to create this type of field.

Saved queries or charts can be copied to create a new report.

Copying a Saved Query as the basis for a new report is easy:

1. Login to Tracker.
2. Click on the Query icon.
3. In the Saved Queries pulldown at the top, select the saved query you want to copy.
4. Click on the Add button to the right of the pulldown.
5. You'll be prompted to enter/select a Query Name, Query Type, User Group (if applicable) and Query Format.
6. Click Next.
7. The criteria from the report you selected in step 3 will be available; make any desired changes. More information is available in the User Help Guide: Standard Queries or Advanced Queries
8. Click Add to save the new report.

To copy a Saved Chart and use the criteria for a new chart:

1. Login to Tracker.
2. Click on the Metrics icon.
3. In the Saved Charts pulldown, select the saved chart you want to copy.
4. Click on the Add button to the right of the pulldown.
5. You'll be prompted to enter/select Saved Chart Name, Saved Chart Type and Group (if applicable).
6. Click Next.
7. The criteria from the chart you selected in step 3 will be available; make any desired changes. More information is available in the Saved Chart Criteria section of the User Help Guide.
8. Click Add to save the new chart.