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.
Configure features that help your end users navigate Tracker.
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.
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.
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:
Options for displaying Field Help are available in the General Preferences section.
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.
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.
Connect different forms. For example, a Help Desk might have the following forms:
Some ways these forms can be linked:
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.
After a customer submits a ticket, they might realize they have more information about the issue they reported such as a screenshot or details about their environment or another occurrence of the issue.
You can allow customers to modify their tickets by creating an "update" transition. This transition will not change the ticket's status or assignment; it is simply used to update fields or add attachments. You can also limit it such that these kinds of changes can only be done at certain points of the workflow.
For details, check out the Set Up an Update Transition Knowledge Base article or the video below.
Set up a queue where a user in a specific group can pick up items and process them. Or, assign records to a group for review or approval.
Set up a report to act as the queue. Members of the group assigned to the queue items set the report to be on their Home Page.
User can pick up an item and assign it to themselves by clicking on the Task icon.
Check out the video below or see detailed steps in this Knowledge Base article to set up Group Assignment.