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.

Configure features that help your end users navigate Tracker.

Add a Home Page Message

Include some instructions at the top of the Home Page for end users. A different message can be set up for Standard users and Restricted users.

Home Page Messages can be customized in the General Preferences section.

Customize the Tool Tip for the Task Icon

The Task operation is used to advance a record to the next step in the process. 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.

Add Field Help

You can provide end users with additional information or instructions about each field on a form by entering a Help Description that can be displayed above or below the field or when the user hovers over a Field Help icon next to the field.

To enter a Help Description:

1. Login as Admin and click on the Admin icon.
2. Click on the Fields link.
3. Click on the Edit button to the left of a field.
4. Enter text into the Help Description field. Use format tags to use bold, italics and other features to enhance the text.
5. Click OK to save it.

Options for displaying Field Help are available in the General Preferences section.

Want to minimize clicks for a frequently used transition?

Try using Fast Task. This will work for a transition that is just a state & assignee change. A Fast Task transition can't prompt for task fields, attachments or selection of a new state or assignee because it will skip that page and go straight to the confirmation page.

To try it, check out the Fast Task Knowledge Base article.

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.

Enable rules for passwords to be reset and require specific content.

Force Passwords to be Reset Periodically

You can force users to reset their Tracker password after a certain number of days.

Configure Rules for Password Content

Rules such as minimum password length or a minimum number of numerals or special characters can be customized.

Password Options can be set in the Login Options section.