Submission Tracking

Submission Tracking allows you to track the medium by which Issues in a FootPrints Project are received. When this feature is enabled, it creates a special field that is used to track how Issues are submitted in FootPrints.  This field cannot be edited by users; it is a read-only field whose value is automatically set by the system for Web and Email.  If custom values are defined, the Agent can select a value when creating an Issue. The field can be included in reports, searches, and escalation rules. The feature allows for the medium to be recorded as follows:

• Web—Applies to Issues submitted by Customers via the Customer Self-service web interface.
• Email—Applies to Issues sent to FootPrints via email.
• Phone—The default for Issues created by Agents created via the web interface if custom choices are not defined.
• Custom—In addition to Phone, additional values can be added for the Agent to select (e.g., Walk-up). 

To configure the Submission Tracking feature:

1. Select Administration | Project | Submission Tracking.
2. Select Create a New Field for Submission Tracking.
3. In the text box provided, enter the display name for the Submission Tracking field.  The name cannot be changed later from this page once it has been saved, but it can be changed later from the Administration | Project | Field Maintenance page if you are using a MySQL or Microsoft SQL database.  If you are not using one of these databases, you may be able to change the name by editing your FootPrints schema file for this project.  If you still cannot change the name, contact Numara Software Support for assistance.
4. To add custom values, enter a value in the Name new submission tracking value box, then click Add Value. Continue to add additional values as desired.  Values are displayed in a drop-down field on the Issue page in the order that they appear in this list.
5. Values can be re-ordered or deleted using the controls to the right of the list.
6. You must have at least one value for Agents to select when creating new Issues.  If only one value is present, the field is set to that value when Agents create Issues.
7. When you are finished, enter your password and click the SAVE button.

Note

Web and Email are not available in this list because they are automatically tracked when an Issue is submitted by a Customer via web or email. There is no need to add these values.

Note

If an Issue is closed without an entry in the submission tracking field, but the submission tracking field is enabled in the Project, then a reply by the customer to the Closed notification email enters Email in the submission tracking field, which, in turn, re-opens the ticket.  This can only occur if the customer has permission to edit requests.

Define values to track the submission of Issues