NetResults Tracker

You can have different starting points in a single workflow using the "Based on" property for the Default Add State.

The Default Add State is the state where newly added records will be routed by default.

This option can be set to be based on a pulldown field such as Product, Priority or Request Type.

Example

In a change request request process where the workflow depends on the change level, "1 - Urgent" change requests go directly to Change Board review in a state called "Pending Approval". All other requests go to the "Reported" state to be reviewed by the Process Manager.

To configure the system for this scenario:

• The Based on option is set to "Change Level".
• The Default Add State for "1 - Urgent" is "Pending Approval".
• The Default Add State for all other levels is "Reported".

Instructions for setting this up can be found in this Knowledge Base article

Sometimes you have an idea for a feature or a non-urgent issue to report, but don't have the time to write up all of the details.

You can set up Tracker to allow users to save a record as a draft, giving them a way to add it now and come back to it later to finish and submit it for processing.

Set up transitions for the user to update or finish the draft.

Details for adding a draft step to your workflow can be found in this Knowledge Base article

Adding another process or project to Tracker is easy, allowing you to incorporate additional procedures or organizations into your system.

Project Hierarchy

Tracker supports an unlimited number of projects. When creating a project, you can configure which user groups are allowed to access the project as well as the privileges available (e.g. ability to create/modify/query for records). This allows you to keep a project isolated. Or, Link Fields can be used to cross-reference records in different projects.

Forms and Workflows

You can customize the forms and workflows that will be used in each project.

Examples

• Another department in your company wants to use Tracker for their processes.
• You're launching a new product that has a team and/or procedures that are independent of existing products.
• You're using Tracker for a customer-facing process and want to add a Knowledge Base.
• Your company acquired another one and you need to add some new processes.

How to Add Projects or Processes

The Getting Started Guide available for the cloud service or on-premises installations provides detailed steps for setting up a new project or process. It also provides suggestions for defining a brand new process, if that's needed.

Need Help?

If you need some pointers to getting started or have some questions about your situation, contact Technical Support. Or, you can have our Professional Services team set it up for you.

Date fields can be invisible!

Date fields, those magical rascals, can be set with a value without being displayed. Take, for example, Date Reported. Usually this represents the date and time a record was created. It's not typical to change this value to something else. Tracker's templates are configured to set this when a record is created without the field being visible on the Add form.

Perhaps you want to capture the date an action happened, such as the date something got approved, fixed or closed. This can be done using the steps for a transition below.

To set a Date field without displaying it:

On the Add Page

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 the date field.
4. Set the option Initialize on Add to "Yes".
5. Set the Add Page Visibility option to "None".
6. Click OK to save the changes.

More information is available in the Fields Types and Properties section of the Online Help Guide.

In a Transition

1. Login as Admin and click on the Admin icon.
2. Click on the Workflows link.
3. Select the desired workflow in the pulldown at the top.
4. Click on the Manage link next to States.
5. Click on the desired state and click on Transitions.
6. Click on the Task Fields button next to the desired transition.
7. In the right column, click on the date field and click Add.
8. Set Input Type to "Invisible". This will set Initialize to "Yes".
9. Set Initial Value as desired.
10. Click Update to save the changes.

Additional details are available in the Task Field Properties Help Guide section.

On the Submit Page

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 the date field.
4. Set the option Initialize on Add to "Yes".
5. Set the Include in Submit Page option to "No".
6. Click OK to save the changes.

The Fields Types and Properties section of the Online Help Guide has additional information.

Send a record back to a previous workflow step and automatically assign it to the person who worked on it at that point.

In a QA step or user acceptance testing, a record may need to be sent back for re-work. Tracker has workflow options that will automatically route the record back to the user who worked on it.

Send Back to a State

To send a record back to a state, set the transition with the New State option set to "<Previous State>". Tracker will use the record's history to find the appropriate state. Or, you can select a specific state name instead if the state you want isn't the last one.

Send Back to a User

Send a record back to the user who worked on it using the "<Last Assignee for New State>" option in New Assignee. There's also an option called "<Last Assignee for State X>". This is useful in cases where the record will be routed to a state it hasn't previously been through. For example, a fix fails testing and gets sent to a state called "Rejected", but you want to assign it to the user who fixed it while it was "In Development". Select Rejected for New State. Then, for New Assignee, pick "<Last Assignee for State X>" and choose "In Development" for X.

For more detail about workflow routing options, check out the Transition Properties section of the Online Help Guide.