NetResults Tracker

Have a conversation related to a record while it moves through the workflow.

Sometimes an issue related to a record needs to be discussed by various users. For example, a Support or Help Desk Engineer is troubleshooting an issue and needs some more ideas. Or, a prototype, specification or test plan needs some feedback. There's no need to set up a meeting that requires everyone to be at the same place at the same time. Instead, start a discussion thread and invite users and/or groups to participate.

Email notifications will let each user know their input is needed and send updates. Users can choose whether they get notified for each new post or just the first one for each thread.

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

Set up a field where an email address can be entered to be notified as a record is processed.

Sometimes someone other than the reporter wants to be kept up to date about an issue or enhancement. Tracker has an "Unregistered Email Address" field that can be used for saving an email address within a record.

Email notification rules can be set to notify this email address by selecting <Unregistered User>.

For step-by-step instructions for setting this up, check out the Per-Record Email Address Knowledge Base Article.

A Tracker report can organize the content for a variety of meetings: Change Board Review, Product Enhancement Review, Help Desk / Customer Support Triage, Task Force, Daily Scrum.

Create a Report Layout

Save a report layout that shows the fields you want to see in the report. For example, the Title/Summary, Priority and any other key information that should be available for quick reference. Select "Group" as the Type and select the group of users participating in the meeting so everyone participating in the meeting can access the information. Details for saving a report layout can be found in the Using Saved Queries and Reports Help section.

Create a Saved Query

You might already have a report (e.g. Change Board Queue, Help Desk / Support Queue, Product Enhancement List). If not, set up a saved query that will return the records to be discussed in the meeting. Steps for saving a report are in the Using Saved Queries and Reports section. You'll want to make this a "Group" report, too.

Create transitions such that a user or group can approve or reject a request.

Requests can be assigned to a single user or can be routed based on the value of a field (e.g. requests are routed to the manager of the appropriate department for approval). Or, requests can be assigned to a group.

The approval step can be configured to capture who approved the request and the date and time the approval was given for use in reports.

Get detailed steps in the Approval Step 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.