NetResults Tracker

Take advantage of options available for using terminology specific to your process or project.

Login Page

The first page end users see can have your logo and some instructions. You can also customize the Page Title displayed in the browser tab.

Custom text can also be included on other external facing pages such as the Submit Page and Knowledge Base.

To set the Login Page settings:

1. Login as Admin and click on the Admin icon.
2. Click on the Login Options link.
3. Make the desired changes and click OK to save them.

Home Page Message

Enter a Home Page message for your end users. You can show a different message for Standard and Restricted users.

To set the Home Page message:

1. Login as Admin and click on the Admin icon.
2. Click on the General Preferences link.
3. Scroll down to the Home Page Options section.
4. Enter the Home Page messages for Standard and/or Restricted users. You can use format tags such as bold, italics, etc. to enhance your messages.
5. Click OK to save them.

Add & Edit Page Instructions

You can include some instructions at the top of the Add & Edit pages.

Each form can have its own set of instructions.

To add instructions to the top of the Add & Edit pages:

1. Login as Admin and click on the Admin icon.
2. Click on the Projects link.
3. Locate the Forms section and expand the desired form.
4. Find the entry called Other Properties and click on the Edit link to the right.
5. Enter the instructions. You can use format tags such as bold, italics, etc. to enhance the text.
6. Click OK to save the changes.

Workflow

You can use your own wording for the tool tip for the Task icon. The tool tip can be different for Standard and Restricted users.

To change the tool tip:

1. Login as Admin and click on the Admin icon.
2. Click on the General Preferences link.
3. Scroll to the Help Options section.
4. Set the tool tip for Standard and/or Restricted users.
5. Click OK to save the changes.

Instructions can be displayed above the transition list for each state in a workflow. Customize the name and descriptions of the transitions presented to the user when selecting a transition.

Each transition can have instructions in addition to the help description available for each task field.

To set the instructions for a state:

1. Login as Admin and click on the Admin icon.
2. Click on the Workflows link.
3. Click on the Global States button at the top.
4. Click on the Edit button to the left of a state.
5. Enter your text into the Instruction Message box. You can use format tags such as bold, italics, etc. to enhance the text.
6. Click OK to save the changes.

To set the name and descriptions of a transition:

1. Login as Admin and click on the Admin icon.
2. Click on the Workflows link.
3. Click on the Manage link to the right of States.
4. Click on the state that contains the transition you want to modify, then click on the Transitions button.
5. Click Edit to the left of the transition you want to change.
6. Make changes to the Name, Help Description or Task Page Instruction Message. You can use format tags such as bold, italics, etc. to enhance the text.
7. Click OK to save the changes.

To set the Help Description for a field:

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 field.
4. Make changes to the Help Description. You can use format tags such as bold, italics, etc. to enhance the text.
5. Click OK to save the changes.

Email Rules

Tailor the text in your email rules to suit the recipients.

To set the Greeting, Introduction and Signature included in email notifications:

1. Login as Admin and click on the Admin icon.
2. Click on the Workflows link.
3. Locate the Forms section and expand the desired form.
4. Click on the Manage link to the right of Email Common Content.
5. Make any desired changes and click OK to save them.

To customize the subject and body included in an email rule:

1. Login as Admin and click on the Admin icon.
2. Click on the Workflows link.
3. Click on the Manage link to the right of Outgoing Email Rules.
4. Double-click on a rule in the Notification Rule List.
5. Make changes to the Subject and Operation Description (included in body of message). You can include variables or field values.
6. Click on the Update Notification button to save the rule.
7. Repeat steps 4-6 to modify any other rules.
8. Click OK to apply all of the changes.

Find out which pulldown has a special power.

The History Pulldown is unique because its value is tracked in the record history. This field is called "Product" in some of Tracker's templates. When configuring your system, make this field something important that applies to all or most of your records since it will be saved in the history.

Rename the History Pulldown and Change the Option Menu Items

You can rename the History Pulldown using the following steps:

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 History Pulldown.
4. Change the Label and make any other desired changes to the properties.
5. Click OK to save the changes.

To change the Option Menu Items:

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 History Pulldown.
4. Click on the Add Item button to add a new item or click Edit to rename or make other changes to the item.

More information is available in the Customizing Menu Items section of the Online Help Guide.

Make it a Key Field

Selecting the History Pulldown as a key field will show the field when cross-referencing other records or forms. The sample below shows a customer's information with a list of all of the tickets they've reported. The ticket number, the title of the request and the product are displayed as key fields.

To select the History Pulldown as a key field:

1. Login as Admin and click on the Admin icon.
2. Click on the Forms link.
3. Click on the Edit button to the left of a form.
4. Select the History Pulldown as one of the Secondary Key Fields.
5. Click OK to save the change.

More information about cross-referencing records is available in this post.

Assign or Route Records Based on the Field's Value

You can assign records, route to different workflow steps or make use of different email rules depending on the value of the History Pulldown by using the Based On property available for Alerts, Assignment, Workflow States or Email Rules.

Following up on an earlier post with more best known methods for delivering extraordinary support via Tracker.

Choose an Assignment Option

Flexibility is one of the biggest strengths of Tracker's workflow engine. Here are a few of the many ways to assign tickets. Click on the link to see details for setting up the option:

• Assign to a Queue or Group
• Assign Based on Product, Project or Another Key Field
• Assign to a Dispatcher

The Workflows section of the Getting Started Guide discusses other options. You can also contact Technical Support if you need help configuring your workflow.

Capture Data for Metrics

Build in fields that will collect data you can analyze via the Metrics feature:

• Add a "Fixed By" field to save which engineer resolved each issue to run performance reports. This blog post explains how to set up a User Pulldown.
• Use a Time Spent field to track how much time was spent on each ticket.

Open Up Lines of Communication

Use the Discussion feature to allow engineers to have a conversation about a ticket for faster troubleshooting and sharing of best practices. Customers can also use this feature as a quick means of providing additional information needed to resolve an issue.

For more information, check out the Discussion section of the Online Help Guide.

Take advantage of tried and true methods for providing excellent support via Tracker.

Let Users View and Track Their Requests 24/7

Providing a restricted user account is the easiest way to allow end users to view and track status of their requests at any time. All you need to do is set up the user account.

The system automatically limits the user to see only the records they've added to the system. You don't have to do a lot of configuration work to lock it down. The following video has more information about Restricted Users.

Provide Self-Service Information

A Knowledge Base allows your end users to find the information they need without contacting your Support or Help Desk organization.

Check out this blog post for more information about adding a KB to your system.

Let Tracker Maintain Deadlines

Customer A's service contract says you'll respond within 1 hour. Customer B's time frame is 2 hours. Plug these into the Alerts feature to help you meet these deadlines.

See more in the video below or get detailed steps in this Alerts Knowledge Base article.

Save field values to add another similar record.

If you need to add a group of similar records (e.g. you were testing a new product and are reporting multiple issues), the Add & Copy feature will save you from having to re-enter the same information over and over.

To configure a field to be saved when you click Add & Copy:

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 you want to be copied for the next record.
4. Set the option Copy Field Value for Next Add to "Yes".
5. Click OK to save the change.
6. Repeat the above steps for each field to be copied on the Add form.

To use the Add & Copy feature:

1. Login to Tracker and click on the Add icon.
2. Fill out the fields on the form.
3. Click on the Add & Copy button to save the first record and copy the values for the next one.
4. Make adjustments to the fields on the form for the second record, then either click Add (if this is the last record you are adding) or Add & Copy (to save the values for another record you want to add now).