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.

Add your logo, change the color scheme and use other options to customize Tracker to be consistent with with your brand.

Add Your Logo

Add your logo to the Login Page using the Custom HTML text box. In the sample below, we've uploaded the logo image file as a global attachment and included the link in the HTML box.

More information is available in the Login Page section of the Online Help Guide.

Update the Page Title

You can update the Page Title property which shows up in browser tabs and bookmarks/favorites.

Customize Other External Facing Pages

The Submit Page and each page of the Knowledge Base (Search, Results, Item) can be customized with a logo, color preferences and page title properties described above. Please refer to the following Help sections for details:

Submit Page

• Add a Logo via the Custom HTML option
• Change the Color Scheme to match the look of your web site in Color Preferences
• Customize the Page Title

Knowledge Base

• Add a Logo via the Custom HTML option: Search, Results, Item
• Change the Color Scheme to match the look of your web site: Search, Results, Item
• Customize the Page Title: Search, Results, Item

Provide Custom Help Documentation

You can configure Tracker such that when a user clicks on the Help icon in the Button Bar it will direct them to your own Help documentation or any other link to guide their experience. Different links can be provided for Standard and Restricted users. Review the Help Options section for more information.

Customize the Tool Tip For the Task Icon

The Task operation is used to advance a record to the next step in the workflow. You can customize the tool tip for that icon to display terminology specific to your process.

Set the Task Icon Tool Tip in the General Preferences section.

Create intricate queries using AND, OR, NOT and other features available in Advanced Queries.

Advanced queries are useful for combining conditions into a single query. For example, the report below will return support tickets that meet any of the following conditions:

• Newly added ticket (new tickets are routed to Reported state)
• Active ticket with Severity 1
• Escalated ticket

Options only available in Advanced Queries:

• OR and NOT conditions
• Group query phrases using parentheses
• Ability to search for empty Date, Text or TextArea fields.

Refer to the Advanced Queries section of the Online Help Guide for instructions for creating an advanced saved query.

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.

Make changes to the subject, body and other parts of Tracker email notifications.

You can customize the emails generated by actions in Tracker to include custom wording, field data from the record being referenced and more.

Subject

Modify the Subject in the email rule.

Body

Here's a sample of the body of the email with the parts labeled.

The Greeting & Introduction start it off. These are updated in the Email Common Content section.

Then comes the Operation Description, which is configured in the email rule.

Any fields configured to be included in the body will follow the Operation Description. Whether a field is included is based on the user groups selected in the Email Visibility property explained in this blog post.

The Signature ends the email and is configured in the Email Common Content section.

Privileges

You can include or exclude parts of the email by setting user group privileges in the Email Content section. You can include a Link to login and see the record and the History Comment that was entered when the record was processed (if applicable).

Variables

Variables can be included in the Subject and Body options. For example, you can include the name of the user assigned to the record in the Subject by using <new assignee>. You can also include variables to include the value of a field. For instance, you can list the priority set for the record. The full list of variables is available in the Online Help Guide.