NetResults Tracker

Show different fields based on a user's role on the Add Page and other areas in Tracker.

For example, in a support or help desk organization you may have the Support/Help Desk Engineers fill out more fields than are shown to the end users. In the image below, what the Support/Help Desk Engineer sees is displayed on the left, the end user's view is on the right. Notice the Support/Help Desk Engineer has more icons in the toolbar and more fields on the form.

Instructions for setting this up are available in the Field Visibility Knowledge Base article.

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.

Gather details about an end user's environment, such as browser and operating system versions, using the AutoFill feature to help troubleshoot an issue as quickly as possible.

Check out the video below or the AutoFill Knowledge Base article.

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.

Are you afraid to delete users from Tracker?

Are you wondering whether you'll lose some information when you do it? Wonder no more. When you delete a user in Tracker, the audit trail will be preserved in any record that user worked on.

When you delete a user, you'll need to pick a replacement when:

• the user is assigned to any records.
• the user is configured as a state manager or in the New Assignee option in a transition.
• the user is selected in report criteria.

Details for deleting a user and selecting a replacement where needed can be found in this video.