NetResults Tracker
Managing Projects

Overview

Projects can be defined in Tracker to allow you to associate the forms (fields), workflow, users and user groups related to a particular project.

A Default Project is created in each workgroup. The name of the default project depends on the template that was used to create the workgroup. For example, the Product Development template has the "Product Development Project" created by default and the Help Desk template has the "Help Desk Project" created by default. Information about the default settings in a particular template can be found in the template list in the Putting It All Together section.

If only one Project is defined in Tracker, users will not see the Project field on any of the pages (Add, Edit, Task, Query, Home, etc.) until additional projects are added. Only users that are members of the Admin group (or are members of a user group with the Admin privilege) will see the Project field in the Admin section.

Please note: In the Manage Projects section, a "+" icon is available for expanding sub-sections and a "-" icon is available for collapsing sub-sections.


Managing Projects

Multiple projects can be created and managed in the Manage Projects section.

To view the properties of a project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. The properties of the project listed in the Projects (<Projects>) pulldown at the top will be displayed. To view the properties of another project, select a project in the Projects field. The page will be refreshed to display the properties of the selected project.

    Click on the Expand All link to the right of project name to expand all of the sub-sections in the project. The project properties include the available forms and their respective workflows, state managers and user group visibility.

Adding a Project

To add a project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Click on the Add Project button
  5. Enter a name for the project in the Name field.

    Enter an order for the project with respect to other projects in the Order field. This will determine in what order the projects are listed in the Project field on the Add, Edit and Submit pages. Projects with the same order will be displayed alphabetically.

    Select a form that can be used to submit records for this project in the Form field. The forms available for selection are the forms that have been created in the Manage Forms section. If you have not yet added the form you wish to use with the project, you can select "<None>" for Form. Selecting <None> for Form will also select "<None>" for Workflow.

    Select a workflow that will be applied to records submitted using the selected form for this project in the Workflow field or select "Empty Workflow" if you do not wish to have a workflow applied to records submitted using the selected form in this project. The workflows available for selection are the workflows created in the Manage Workflows section and have been associated with the form selected in the Form field above.

  6. Click Continue to proceed
  7. The Project, Form and Workflow selected will be displayed.

    Enter an order for the Form with respect to other forms associated with this project in the Project Form Order field. This will determine in what order the forms are listed in the Form field on the Add, Edit and Submit pages. Forms with the same order will be displayed alphabetically.

    Select which user group(s) should be able to add and access records that belong to the new project in the Make Visible (Available) To These User Groups field. Keep in mind that each user needs to be a member of a user group that has access to at least one project in order to be able to login to Tracker. The Admins user group is not available for selection because that user group is given visibility to all projects.

  8. Click OK to save the project
  9. Click OK to return to the Manage Projects section or click on the Add another Form to this Project button to select another form to be available for this new project.
  10. If you clicked on the Add another Form to this Project button:
    1. Select a form that can be used to submit records for this project in the Form field. The forms available for selection are the forms that have been created in the Manage Forms section.

      Select a workflow that will be applied to records submitted using the selected form for this project in the Workflow field or select "Empty Workflow" if you do not wish to have a workflow applied to records submitted using the selected form in this project. The workflows available for selection are the workflows created in the Manage Workflows section and have been associated with the form selected in the Form field above. Or, if you would like to add a new workflow to be used with the selected form, select <Create New Workflow>.

    2. Click Continue to proceed
    3. Enter an order for the Form with respect to other forms associated with this project in the Project Form Order field. This will determine in what order the forms are listed in the Form field on the Add, Edit and Submit pages. Forms with the same order will be displayed alphabetically.

      Select which user group(s) should be able to add and access records that belong to the new project in the Make Visible (Available) To These User Groups field. Keep in mind that each user needs to be a member of a user group that has access to at least one project in order to be able to login to Tracker. The Admins user group is not available for selection because that user group is given visibility to all projects.

      If you selected <Create New Workflow>, you will be prompted to enter a name for the new workflow in the Workflow Name field. You will also need to select the states that should be part of the new workflow in the Include These States field. The states available are the states that have been created in the Global States section.

      Select a state group in the Form's Allowed Add States field. The Allowed Add States are the group of states that will be available in the Status field on the Add page when adding a record for the selected Project and Form.

      Select a state in the Form's Default Add State field. The Default Add State is the state selected in the Status field by default when adding a record for the selected Project and Form.

    4. Click OK to finishing adding another form to the project. Click OK to return to the Manage Forms section for the selected project or click on the Add another Form to this Project button.

Editing a Project

A project's name or order can be edited from the Manage Projects page.

To edit a project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Click on the Edit link to the right of the Project Name
  6. Make any desired changes to the project's Name or Order fields
  7. Click OK to save the changes
  8. Click OK to return to the Manage Projects section

Deleting a Project

Before attempting to delete a project, you must remove any forms from the project (and, as a result, remove any records added using the combination of Project and Form).

To delete a project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top
  5. Click on the Manage link to the right of the Forms section
  6. If there are any forms in the "Forms In Use" column, click on a form and click on the Remove button. Click OK to confirm the operation. A warning will be displayed to note that removing the form from the project will remove all its records (with related information such as History, Attachments, Record Security, Source Code Files, Alerts, Discussion Threads, etc.) as well as permanently remove any related State Manager and Incoming Email settings. Click OK to remove the form from the project. Click OK again when the confirmation is displayed. Click OK to return to the Manage Projects section.
  7. Click on the Delete button to the right of the Projects pulldown
  8. Click OK and OK again to confirm the operation
  9. Click OK to return to the Manage Projects section

Setting a Default Project

You can select which project you would like to see by default when you go to the Manage Projects page in the Admin section.

To set the default project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select the project you wish to make the default in the Projects pulldown at the top
  5. Click on the Set as Default button to the right of the Project pulldown. If the Set as Default button is not available, this indicates that the project is already set as the default project.


Project Visibility

A project can be made visible to certain user groups and forms. This allows you to select which projects and forms a user groups can access such that users can only see projects and forms that are applicable to their role in the project. Each user must be a member of a user group with visibility to at least one Project in order to login to Tracker. Users who do not have visibility to at least one project will be prevented from logging into Tracker.

To add user groups or forms to the list of groups/forms to which the project is visible:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. A list of user groups to which the project is currently visible will be displayed under the Visible to User Groups heading. Click on the Add button to the right of the Visible to User Groups heading.
  6. All available forms will be displayed in the Make These Forms field. The forms that are available are the forms that have been previously associated with this project. Additional forms can be made available to this project in the Available Forms section. To select a form, click on the form. To select multiple forms, hold down the Ctrl button on your keyboard while selecting forms. To select all forms, click on the All button to the right of the form list.

    All user groups available in the workgroup will be displayed in the Available To These User Groups field. To select a user group, click on the user group. To select multiple user groups, hold down the Ctrl button on your keyboard while selecting user groups. To select all user groups, click on the All button to the right of the user group list.

  7. Click OK to save the changes, then click OK to confirm the operation
  8. Click OK to return to the Manage Projects section

To remove user groups or forms from the list of groups/forms to which the project is visible:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. A list of user groups to which the project is currently visible will be displayed under the Visible to User Groups heading. Click on the Remove button to the right of the Visible to User Groups heading.
  6. All available forms will be displayed in the Make These Forms field. The forms that are available are the forms that have been previously associated with this project. To select a form, click on the form. To select multiple forms, hold down the Ctrl button on your keyboard while selecting forms. To select all forms, click on the All button to the right of the form list.

    All user groups available in the workgroup will be displayed in the Unavailable To These User Groups field. To select a user group, click on the user group. To select multiple user groups, hold down the Ctrl button on your keyboard while selecting user groups. To select all user groups, click on the All button to the right of the user group list.

  7. Click OK to save the changes, then click OK to confirm the operation. When removing user groups, fields that are only visible to the groups that were removed will also be removed from any saved queries, report layouts, charts or chart layouts where this project is selected. If there are any saved queries or charts created for the user group being removed (or created by users that are members of that user group) and the saved queries/charts only have this project selected, you will be prompted to either edit (to select another project) or delete these saved queries or charts before you are able to remove the user group from the project's visibility settings. Information on editing or deleting saved queries can be found in the Using Saved Queries and Reports Help section. Information on editing or deleting saved charts can be found in the Metrics section.
  8. Click OK to return to the Manage Projects section


Available Forms

Multiple forms can be associated with a single project. The forms available for a project can be configured from the Manage Projects section.

To manage the available forms for a project:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Click on the Manage link to the right of Available Forms
  6. Any forms currently used by the project will be listed in the Forms In Use column. Any available forms not currently used by the project will be listed in the Forms Not In Use column. The forms available in the Forms Not In Use column are created in the Manage Forms section.

    To add a form to be used by the project, click on the form in the Forms Not In Use column, then click on the Add button.

    To remove a form so that it is no longer used by the project, click on the form in the Forms In Use column, then click on the Remove button. If there are any records that have been added using the selected combination of Project and Form, a warning will be displayed to note that removing the form from the project will remove all its records (with related information such as History, Attachments, Record Security, Source Code Files, Alerts, Discussion Threads, etc.) as well as permanently remove any related State Manager and Incoming Email settings. Click OK to remove the form from the project. Click OK again when the confirmation is displayed.

  7. Click OK to return to the Manage Projects section or click on a form in the Forms In Use column and click on Properties, Workflow, State Managers or Visibility buttons to modify the form's properties.

Properties of Available Forms

Properties can be set for the forms in use by a project. Expanding a form in the Available Forms section of a project will display the form's workflow, visibility, state managers and incoming email settings. You can configure these properties for the form or configure each section based on each option menu item in a pulldown field.

Form Workflow

A form in use by a project can have a workflow associated with it if needed or can have no workflow.

To set the workflow property for a form:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Click on the Change link to the right of Workflow
  6. Select a workflow for the form. The workflows available for selection are managed in the Available Forms section of the Manage Workflows page.
  7. Click OK to save the selection and click OK again to confirm the operation

    If the new workflow does not contain states that are were present in the old workflow, you will be prompted to select replacements for the states that are not in the new workflow to be used in records (where the Status field is set to one of the old states), , Incoming Email settings, Saved Queries and Saved Charts. Click OK to save the selections.

  8. Click OK to return to the Manage Projects section

Form Visibility

A form can be made visible to certain user groups. This allows you to select which forms a user groups can access such that users can only see forms that are applicable to their role in the project.

To edit the visibility of a form:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. Click on the "+" icon to the left of the Visible to User Groups heading in the Available Forms section to see a list of user groups to which the form is currently visible. Click on the Edit link to the right of the Visible to User Groups heading to add or remove user groups from the list of user groups to which the project is visible.
  6. All user groups available in the workgroup will be displayed in the Make Visible (Available) To These User Groups field. To select or de-select a user group, click on the user group. To select or de-select multiple user groups, hold down the Ctrl button on your keyboard while selecting/de-selecting user groups. To select all user groups, click on the All button to the right of the user group list. To remove all user groups, click on the None button to the right of the user group list. Click Reset if you wish to reset the list to how it was set when the list was last saved (the last time the OK button was clicked to save the user group selections). The Admins user group is not available for selection because that user group is given visibility to all forms.
  7. Click OK to save the changes. When removing user groups, fields that are only visible to the groups that were removed will also be removed from any saved queries, report layouts, charts or chart layouts where this form is selected. If there are any saved queries or charts created for the user group being de-selected (or created by users that are members of that user group) and the saved queries/charts only have this combination of project and form selected, you will be prompted to either edit (to select another form) or delete these saved queries or charts before you are able to remove the user group from the form's visibility settings. Information on editing or deleting saved queries can be found in the Using Saved Queries and Reports Help section. Information on editing or deleting saved charts can be found in the Metrics section.
  8. Click OK to return to the Manage Projects section

Form State Managers

A set of state managers can be configured for a form. State Managers are users who are responsible for records in a particular state. State Managers can be used for automatic assignment during the Add and/or Task operations or can be used as roles when configuring email notification or alert settings. State Managers can be configured for a form or based on each option menu item in a particular pulldown.

To manage the state managers for a form:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Under the desired form, click on the "+" icon to the left of the State Managers heading see the current state manager settings. Click on the Manage link to the right of State Managers heading to make changes to the state manager settings.
  6. The current State Managers will be displayed.

    If the state managers are based on a particular pulldown field, a <Pulldown Name> <Option Menu Item> State Managers field will be displayed (where <Pulldown Name> is the name of the selected pulldown field and <Option Menu Item> is the option menu item in the selected pulldown field). If a <Pulldown Name> <Option Menu Item> State Managers field is not displayed, this indicates that the state managers are not based on the option menu item selected in a particular field. To select a pulldown field for the state managers to be based on, use the Edit Based On link to the right of the State Managers heading on the Manage Projects section.

    Select an option in the <Pulldown Name> <Option Menu Item> State Managers field to set the State Managers that will be applied when records are added to Tracker with this option menu item selected. When selecting an option in this field, the page will be refreshed to display the State Managers that correspond to that selection.

    The <Pulldown Name> <Option Menu Item> State Managers field contains the following options:

    • <Default>
      Selecting this option will allow you to choose the State Managers that will be applied when new option menu items are added to this pulldown (the pulldown selected in the Based On field). When this option is selected, the option Apply these settings to other <Pulldown Name> values will be available. Checking the box for the option Apply these settings to other <Pulldown Name> values will show a list of the option menu items for the Based On pulldown. Select the option menu item(s) that should inherit the same State Managers that you have set for <Default>. To select multiple option menu items, hold down the Ctrl button on your keyboard while clicking on the desired option menu items.

    • Option Menu Items for the Based On pulldown
      Each option menu item configured for the pulldown field selected in the Based On field will be listed. Selecting an option menu item will allow you to set the State Managers that will be applied when records are added to Tracker with this option menu item selected. Click on the Load Defaults button if you wish to have the State Managers configured for <Default> to be filled into the State Managers for the option menu item selected.

    The states listed in the State Managers list will be the states configured for the workflow associated with the selected form. Select a user to be the state manager for each state in the list. Only non-Restricted users will be available for selection.

  7. Click OK to save the selections
  8. Click OK to return to the Manage Projects section

To edit the pulldown that the State Managers are based on:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. Click on the "+" icon to the left of the State Managers section for the form you wish to modify
  6. Click on the Edit Based On link to the right of State Managers
  7. Select a pulldown in the Based on Pulldown so that you can configure different State Managers for each option menu item in this pulldown
  8. Click OK to save your selection
  9. Click OK to return to the Manage Projects section or click Set State Managers to configure the settings for each option menu item in the selected pulldown

To edit the state managers for a specific pulldown option menu item:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. Click on the "+" icon to the left of the State Managers section for the form you wish to modify
  6. Click on the Manage link to the right of the State Managers section
  7. The State Managers for the selected option menu item will be displayed.

    If you are editing the settings for the option menu item <Default>, the State Managers displayed will be applied when new option menu items are added to this pulldown (the pulldown selected in the Based On field). The option Apply these settings to other <Pulldown Name> values will be available when editing the settings for <Default>. Checking the box for the option Apply these settings to other <Pulldown Name> values will show a list of the option menu items for the Based On pulldown. Select the option menu item(s) that should inherit the same State Managers that you have set for <Default>. To select multiple option menu items, hold down the Ctrl button on your keyboard while clicking on the desired option menu items.

    If you are editing the settings for an option menu item in the pulldown, the State Managers displayed will be applied when records are added to Tracker with this option menu item selected. Click on the Load Defaults button if you wish to have the State Managers configured for <Default> to be filled into the State Managers for the option menu item selected.

    The states listed in the State Managers list will be the states configured for the workflow associated with the selected form. Select a user to be the state manager for each state in the list. Only non-Restricted users will be available for selection.

  8. Click OK to save the selections
  9. Click OK to return to the Manage Projects section

Incoming Email Settings

Incoming Email Settings are configuration settings for the Submit via Email feature that determine how incoming email messages are processed by Tracker. Incoming Email Settings can be configured for a form or based on the option menu item selected in a particular pulldown field.

To manage the Incoming Email Settings for a form:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Click on the Manage link to the right of Incoming Email Settings
  6. The current Incoming Email Settings will be displayed.

    If a <Pulldown Name> <Option Menu Item> Incoming Email Settings field is displayed (where <Pulldown Name> is the name of the selected pulldown field and <Option Menu Item> is one of the option menu items in the selected pulldown), this indicates that the Incoming Email Settings are different for each option menu item in a particular pulldown field. If the <Pulldown Name> <Option Menu Item> Incoming Email Settings field is not displayed, this indicates that the Incoming Email Settings are not different for each option menu item in a pulldown (the same settings will be applied to all records submitted with this combination of Project and Form). The pulldown selected in the <Pulldown Name> <Option Menu Item> Incoming Email Settings can be set using the Edit Based On link in the Manage Projects section.

    Select an option in the <Pulldown Name> <Option Menu Item> Incoming Email Settings field to set the Incoming Email Settings that will be applied when records are added to Tracker with this option menu item selected. When selecting an option in this field, the page will be refreshed to display the Incoming Email Settings that correspond to that selection.

    The <Pulldown Name> Values field contains the following options:

    • <Default>
      Selecting this option will allow you to choose the Incoming Email Settings that will be applied when new option menu items are added to this pulldown (the pulldown selected in the Based On field). When this option is selected, the option Apply these settings to other <Pulldown Name> values will be available. Checking the box for the option Apply these settings to other <Pulldown Name> values will show a list of the option menu items for the Based On pulldown. Select the option menu item(s) that should inherit the same Incoming Email Settings that you have set for <Default>. To select multiple option menu items, hold down the Ctrl button on your keyboard while clicking on the desired option menu items.

    • Option Menu Items for the Based On pulldown
      Each option menu item configured for the pulldown field selected in the Based On field will be listed. Selecting an option menu item will allow you to set the Incoming Email Settings that will be applied when records are added to Tracker with this option menu item selected. Click on the Load Defaults button if you wish to have the Incoming Email Settings configured for <Default> to be filled into the Incoming Email Settings for the option menu item selected.

    Enable Submit via Email
    In order to enable the Submit via Email feature for a form, this property must be set to "Yes", which will allow records to be added to this workgroup via email.

    Mail Account User Name
    Enter a unique mail account (mailbox) on the mail server specified in the "Mail Server Name" field to receive the incoming email messages. Enter the User Name for this account. Up to 80 characters can be entered into this field.

    Mail Account User Password
    Enter the password that corresponds to the user account (mailbox) specified in the "Mail Account User Name" field above. Up to 40 characters can be entered into this field.

    Warning: Tracker deletes all emails that it successfully reads. It is possible that Tracker could read (and delete) an email, but still be unable to store the full information from the email into your workgroup. If you need to keep a copy of all emails sent to a particular mailbox, do not use that mailbox for Tracker. Instead, create a new mailbox and forward copies of email from the mission critical mailbox (or create a mailing list to distribute emails to both mailboxes). In general, this is a good idea, at least until you have made certain you have configured the Submit via Email feature properly. Please contact your email administrator for information on how to set up email accounts.

    Mail Server Type
    Select the type that corresponds to the mail server entered into the mail server name field below. The mail server types supported are POP3 and IMAP.

    Mail Server Name
    Enter the name of the mail server to be used by default to process the incoming email messages intended for this workgroup. The mail server name can be of the form "smtp.yourcompany.com" or can be the IP Address of the machine where your mail server is installed.

    Save Email 'Subject' as
    Select a field of Text type to which the contents of the email message's subject will be saved in the new record. The choices available are based on the Text fields created in the Manage Fields section. Choosing <None> will not save the email message's subject in any field. A Text field must be selected, if ?Enable Submit via Email? is set to ?Yes?. Please note that Field Visibility settings are not enforced when a record is created via email. Thus, if the Text field selected for this option is configured such that it is not visible to certain groups on the Add page, this restriction will not be enforced for records added via email.

    Save Email 'Body' as
    Select a field of TextArea type to which the contents of the email message's body will be saved in the new record. The choices available are based on the TextArea fields created in the Manage Fields section. Choosing <None> will not save the email message's body in any field. A TextArea field must be selected if "Enable Submit Record via Email" is set to "Yes". If the body of an email is not plain text (for example, it's an image, audio, or HTML file), then it will be saved as a file attachment and a note telling the user that the body was saved as an attachment will be placed in the TextArea field you selected. If the body of the email comes in multiple versions (MIME multipart/alternative format), the plain text version (if any) will be saved in the TextArea field you selected and the other alternative versions will be saved as file attachments. Please note that Field Visibility settings are not enforced when a record is created via email. Thus, if the TextArea field selected for this option is configured such that it is not visible to certain groups on the Add page, this restriction will not be enforced for records added via email.

    Default Initial State for Incoming Emails
    When a new record is created by an incoming email, the Status field of the new record will be set with the state selected in this option. The state selected also determines the assignee of the new record. The user assigned to the new record will be the State Manager as determined by the State Manager settings for the combination of Form and Project set in the record (refer to the section Managing Projects for more information).

    Set Reporter by Mapping 'From' Address
    You can use the email address in the 'From' field of the incoming message to set the "Reported By" field for the new record. This is done by setting this option to "Yes", which will allow Tracker to compare the email address listed in the 'From' field of the incoming message to the email addresses entered in the user profiles in the workgroup's User Administration section. If the address is not found or this option is set to "No", the incoming email will be processed according to the setting of the "Action for Unmapped Emails" option.

    Action for Unmapped Emails
    Tracker can be configured to map the email address in the 'From' field of the incoming message to the email addresses entered in the user profiles in the workgroup's User Administration section. The result of this mapping will set the "Reported By" field for the new record. If the mapping does not find a match in the User Administration table OR if the option "Set Reporter by Mapping 'From' Address" is set to "No", one of the following actions can be selected to process the incoming message:

    • Selecting "<Delete Email>" will result in the incoming email message being deleted and no record will be created.
    • Selecting "<Set Reporter to Unregistered User>" will set the "Reported By" field of the new record to be the "Unregistered User". The Unregistered User is a built-in user within Tracker used to distinguish records reported by unregistered users.

    Save Attachments in Email
    If the incoming message contains any file attachments, these can be saved as files attached to the new record by setting this option to "Yes". Please note that the Add Attachments user group privilege is not enforced for records that are added via email. When this option is set to "Yes", any user will be able to create a record that contains an attachment using the Submit via Email feature.

    Save Raw Email as an Attachment
    Select "Yes" for this option if you wish to save the entire incoming email as a file attached to the new record. The entire contents of the email including the attachments (raw email prior to processing by Tracker) will be saved as a text file (with .txt as extension) and attached to the new record. This can be useful if some of the information in the email could not be stored in the Tracker fields you have selected (for example, if the Subject line is very long and must be truncated to be stored in the Text field you have selected).

    Stop Processing Emails on First Error
    Incoming messages are processed in batches periodically by Tracker's Email Processor. If there is an issue which prevents an incoming message from being processed successfully, you can choose whether Tracker should attempt to process any remaining incoming messages. Setting this option to "Yes" indicates that Tracker should not process any additional incoming messages once an error occurs (an incoming message cannot be processed successfully).

  7. Click OK to save the selections
  8. Click OK to return to the Manage Projects section

To edit the pulldown that the Incoming Email Settings are based on:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. Click on the "+" icon to the left of the Incoming Email Settings section for the form you wish to modify
  6. Click on the Edit Based On link to the right of Incoming Email Settings
  7. Select a pulldown in the Based on Pulldown so that you can configure different Incoming Email Settings for each option menu item in this pulldown
  8. Click OK to save your selection
  9. Click OK to return to the Manage Projects section or click Set Incoming Email Settings to configure the settings for each option menu item in the selected pulldown

To edit the Incoming Email Settings for a specific pulldown option menu item:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project.
  5. Click on the "+" icon to the left of the Incoming Email Settings section for the form you wish to modify
  6. Click on the Edit link to the right of the pulldown option menu item
  7. The Incoming Email Settings for the selected option menu item will be displayed.

    If you are editing the settings for the option menu item <Default>, the Incoming Email Settings displayed will be applied when new option menu items are added to this pulldown (the pulldown selected in the Based On field). The option Apply these settings to other <Pulldown Name> values will be available when editing the settings for <Default>. Checking the box for the option Apply these settings to other <Pulldown Name> values will show a list of the option menu items for the Based On pulldown. Select the option menu item(s) that should inherit the same Incoming Email Settings that you have set for <Default>. To select multiple option menu items, hold down the Ctrl button on your keyboard while clicking on the desired option menu items.

    If you are editing the settings for an option menu item in the pulldown, the Incoming Email Settings displayed will be applied when records are added to Tracker with this option menu item selected. Click on the Load Defaults button if you wish to have the Incoming Email Settings configured for <Default> to be filled into the Incoming Email Settings for the option menu item selected.

    Enable Submit via Email
    In order to enable the Submit via Email feature for a form, this property must be set to "Yes", which will allow records to be added to this workgroup via email.

    Mail Account User Name
    Enter a unique mail account (mailbox) on the mail server specified in the "Mail Server Name" field to receive the incoming email messages. Enter the User Name for this account. Up to 80 characters can be entered into this field.

    Mail Account User Password
    Enter the password that corresponds to the user account (mailbox) specified in the "Mail Account User Name" field above. Up to 40 characters can be entered into this field.

    Warning: Tracker deletes all emails that it successfully reads. It is possible that Tracker could read (and delete) an email, but still be unable to store the full information from the email into your workgroup. If you need to keep a copy of all emails sent to a particular mailbox, do not use that mailbox for Tracker. Instead, create a new mailbox and forward copies of email from the mission critical mailbox (or create a mailing list to distribute emails to both mailboxes). In general, this is a good idea, at least until you have made certain you have configured the Submit via Email feature properly. Please contact your email administrator for information on how to set up email accounts.

    Mail Server Type
    Select the type that corresponds to the mail server entered into the mail server name field below. The mail server types supported are POP3 and IMAP.

    Mail Server Name
    Enter the name of the mail server to be used by default to process the incoming email messages intended for this workgroup. The mail server name can be of the form "smtp.yourcompany.com" or can be the IP Address of the machine where your mail server is installed.

    Save Email 'Subject' as
    Select a field of Text type to which the contents of the email message's subject will be saved in the new record. The choices available are based on the Text fields created in the Manage Fields section. Choosing <None> will not save the email message's subject in any field. A Text field must be selected, if ?Enable Submit via Email? is set to ?Yes?. Please note that Field Visibility settings are not enforced when a record is created via email. Thus, if the Text field selected for this option is configured such that it is not visible to certain groups on the Add page, this restriction will not be enforced for records added via email.

    Save Email 'Body' as
    Select a field of TextArea type to which the contents of the email message's body will be saved in the new record. The choices available are based on the TextArea fields created in the Manage Fields section. Choosing <None> will not save the email message's body in any field. A TextArea field must be selected if "Enable Submit via Email" is set to "Yes". If the body of an email is not plain text (for example, it's an image, audio, or HTML file), then it will be saved as a file attachment and a note telling the user that the body was saved as an attachment will be placed in the TextArea field you selected. If the body of the email comes in multiple versions (MIME multipart/alternative format), the plain text version (if any) will be saved in the TextArea field you selected and the other alternative versions will be saved as file attachments. Please note that Field Visibility settings are not enforced when a record is created via email. Thus, if the TextArea field selected for this option is configured such that it is not visible to certain groups on the Add page, this restriction will not be enforced for records added via email.

    Default Initial State for Incoming Emails
    When a new record is created by an incoming email, the Status field of the new record will be set with the state selected in this option. The state selected also determines the assignee of the new record. The user assigned to the new record will be the State Manager as determined by the State Manager settings for the combination of Form and Project set in the record (refer to the section Managing Projects for more information).

    Set Reporter by Mapping 'From' Address
    You can use the email address in the 'From' field of the incoming message to set the "Reported By" field for the new record. This is done by setting this option to "Yes", which will allow Tracker to compare the email address listed in the 'From' field of the incoming message to the email addresses entered in the user profiles in the workgroup's User Administration section. If the address is not found or this option is set to "No", the incoming email will be processed according to the setting of the "Action for Unmapped Emails" option.

    Action for Unmapped Emails
    Tracker can be configured to map the email address in the 'From' field of the incoming message to the email addresses entered in the user profiles in the workgroup's User Administration section. The result of this mapping will set the "Reported By" field for the new record. If the mapping does not find a match in the User Administration table OR if the option "Set Reporter by Mapping 'From' Address" is set to "No", one of the following actions can be selected to process the incoming message:

    • Selecting "<Delete Email>" will result in the incoming email message being deleted and no record will be created.
    • Selecting "<Set Reporter to Unregistered User>" will set the "Reported By" field of the new record to be the "Unregistered User". The Unregistered User is a built-in user within Tracker used to distinguish records reported by unregistered users.

    Save Attachments in Email
    If the incoming message contains any file attachments, these can be saved as files attached to the new record by setting this option to "Yes". Please note that the Add Attachments user group privilege is not enforced for records that are added via email. When this option is set to "Yes", any user will be able to create a record that contains an attachment using the Submit via Email feature.

    Save Raw Email as an Attachment
    Select "Yes" for this option if you wish to save the entire incoming email as a file attached to the new record. The entire contents of the email including the attachments (raw email prior to processing by Tracker) will be saved as a text file (with .txt as extension) and attached to the new record. This can be useful if some of the information in the email could not be stored in the Tracker fields you have selected (for example, if the Subject line is very long and must be truncated to be stored in the Text field you have selected).

    Stop Processing Emails on First Error
    Incoming messages are processed in batches periodically by Tracker's Email Processor. If there is an issue which prevents an incoming message from being processed successfully, you can choose whether Tracker should attempt to process any remaining incoming messages. Setting this option to "Yes" indicates that Tracker should not process any additional incoming messages once an error occurs (an incoming message cannot be processed successfully).

  8. Click OK to save the selections
  9. Click OK to return to the Manage Projects section

Form Order

When a project has multiple forms in use, the order in which the forms are displayed in the Form field can be set using the Order field.

To set the order of a form:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Select a project in the Projects pulldown at the top. The page will be refreshed with the properties of the selected project
  5. Click on the Manage link to the right of Available Forms
  6. Click on a form in the Forms In Use column
  7. Click on the Properties button
  8. Enter a number in the Order field to determine the order the form will be displayed in the Form field with respect to other forms. Entering the same order for multiple forms will sort the forms alphabetically.
  9. Click OK to save the change
  10. Click OK to return to the Manage Available Forms section

Global Project Properties

Global Project Properties allow you to choose the name of the Project field and the Help Description displayed in Tracker pages such as Add, Edit and Task. The Help Description is the text that appears when the user places the cursor over the Help Description icon (yellow question mark to the left of the field).

To set the Global Properties of the Project field:

  1. Login to the workgroup as Admin
  2. Click on the Admin icon
  3. Click on the Manage Projects button
  4. Click on the Edit Global Properties link in the upper right corner
  5. Enter a name in the Project Label field
  6. Enter a description in the Help Description field
  7. Click OK to save the changes