NetResults Tracker

Re-arrange the fields on a form using the Order property.

To set the order of a field relative to other fields on a form:

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 a number into the Order property and click OK to save the change.

Use a Different Order on Another Form

If you are using multiple forms, a field can have a different value in the order field on each form.

1. Login as Admin and click on the Admin icon.
2. Click on the Fields link.
3. Click on the Forms button to the left of the field you wish to modify.
4. Click on the form in which you want to change the order and click on the Edit button.
5. UNcheck the "Use Global Field Properties" option at the top.
6. Set the value of the Order property, then click OK to save the change.
7. Repeat steps 4-6 for any other forms where you want to set the order of the field.

More information can be found in the Field Types & Properties section of the Online Help Guide.

Longtime Tracker users and newcomers alike can make use of these suggestions for improving your workflow.

Edit vs. Task

Learn about these two ways of modifying records so you can decide whether to use one over the other or a combination. This blog post compares them.

Minimal Notifications

When it comes to email notifications, less is more. Set up email rules that only notify the necessary users. When users get too many notifications, they become inured to them and are less likely to take action.

Protect Large Text Fields

TextArea fields are fields that can hold lots of text (e.g. comments and conversations between users as a record moves through the worklfow). Take advantage of the features available for allowing users to add more information into the field while protecting existing data.

Keep Required Fields to the Essentials

Be judicious with requiring fields when records are added. Balance the need for gathering information to resolve issues quickly with a desire to allow users to submit them easily. If a user gets bogged down with having to provide too much information on a form, the issue might go unreported.

Need Help?

NetResults Technical Support can answer questions specific to your process.

Ensure a value other than the default is selected in a pulldown field.

To force a user to select something other than the default value:

1. Login as Admin and click on the Admin icon.
2. Click on the Fields link.
3. Click on the Items button to the left of the pulldown field you wish to modify.
4. Click on the Add Item button.
5. For the Item Label, enter a value called "-Select-" or "Please Select a Value" or something similar.
6. Click OK to save it.
7. Click on the Set as Default button to the left of the new option menu item you created.
8. Click OK to return to the Fields list.
9. Click on the Edit button to the left of the pulldown field.
10. For Required on Add & Submit, select "Yes".
11. Click OK to save the change.

When a user is filling out the Add or Submit form, the option you created in steps 4-6 will be displayed by default. The user will be required to select another option in the field in order to save a new record.

For more information, please review the Pulldown Option Menu Items section of the Online Help Guide.

Various options are available for adding records into Tracker.

Add Page

Users can login, click on the Add icon and fill out the form. The fields displayed are based on user group privileges.

Submit Page for Unregistered Users

Unregistered users can add records using the Submit Page, a form outside of Tracker that can be customized with your logo, color scheme and instructions to integrate with your web site.

Check out the following video for more information about the Submit Page.

Submit via Email

Records can be submitted via email. This option is a good fit for environments where end users don't have access to a browser. If a browser is available, other methods for adding records are preferred as they have a customizable form to collect different types of data.

See how Submit via Email works in this video.

Provide a form for submitting RMA requests and use Tracker's notification features to keep all parties informed throughout the process.

RMA Request Form

Utilize the Submit Page for fielding RMA requests. Customize the fields to gather every piece of information needed to process the request. Add your logo & choose a color scheme to echo the look & feel of your web site.

Set Multiple Response Time Thresholds

Tracker's Alerts feature allows you to set different response time deadlines based on product, severity, request type or another pulldown field on the form. For example, Product A requests require a 1 day response time, but response time for Product B requests is 1 week.

Status Updates

The requester can get status updates via email as the request is processed. Configure email rules to determine when emails are triggered and the content that will be included.

Or, you can allow users to login and check status at any time with a Restricted user account.

Search

Locate a request using RMA#, serial number, contact information, key words or via other fields you configure.

Multiple Workflow Paths

Configure the workflow with multiple paths (e.g. one path for replacements, another for repairs).

Need Help?

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