PhaseWare Overview

PhaseWare Overview

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Tracker’s administrative functions make it easy to customize the system to meet your unique needs—and make updates as things change. From system settings and security to reports and screen design, you’ll find Tracker as easy to use as it is powerful.

Departments are groupings of individuals within your customer support organization. Tracker allows you to create an unlimited number of departments—you can even replace “department” with a term that fits your organization. You can also set up an unlimited number of department groupings based on your structure, responsible manager or other variables.

You can assign each employee to one or more than one department. Employees assigned to one department will only be able to view and edit incidents in that department—unless you give them rights to escalate or assign an incident to another department.

You can also set reassignment restrictions on a department. For example, you could let first-level support employees escalate only to second-level support—but give second-level support the authority to escalate to any other group in the company.

It’s easy to configure Tracker to meet the unique needs of your help desk or customer support group.

You can use system settings to customize a range of items, including:

• Names
• Holidays
• Default support packages
• Business hours
• Department
• Agent
• Names of key terms (For example, you can use incident, work order, trouble ticket, etc.)

Tracker’s security settings let you create an unlimited number of security groups. You can set systemwide default security settings—and override them as appropriate.

You can use security settings to control a wide range of user privileges, including:

• Ability to edit closed incidents
• Ability to edit existing incident journal entries
• Ability to see incidents outside assigned department

Tracker’s full-report launcher and end-user report designer make it easy to produce a wide range of management reports. You don’t need to purchase additional reporting software—though PhaseWare’s open database structure gives you the option of using other reporting tools.

Tracker’s report engine includes a variety of mission-critical reports that you can customize to meet your needs. And you can save your reports in a variety of formats, including PDF, HTML and XLS. The report launcher’s smart organization lets you create multiple levels of folders to store different categories of reports.

And with Tracker, your information is always secure. The report engine understands user security and who’s running the report. So you can write one report and only show people across the company the data they’re authorized to see. You can also set security on reports or entire folders so that only authorized users have access to sensitive reports.

Tracker’s screen designer lets your system administrator customize the graphics of most core screens, including the incident screen and customer entry screen. Because screen designer uses a simple graphical interface, you don’t have to be a programmer to get the custom results you want.

Screen designer makes it easy to:

• Move or hide existing controls.
• Add new controls, including labels, standard text entry boxes, checkboxes, tab controls, drop-down list controls, date/time controls and buttons for custom screens or functions.
• Add a new tab to existing tab controls, and create custom fields.
• Bind new controls to existing or new database fields. 
• Create new database fields on the fly when binding to a new field.
• Create new lookup tables and data entry forms automatically when creating a new lookup table

We’ve built Tracker’s core on Microsoft industry standards—.Net 2.0 Framework and SQL Server 2005. This enables sophisticated full-text searches and creates a highly customizable application. Tracker’s open architecture integrates effectively and efficiently with other critical systems, including sales automation tools, billing systems, and inventory or asset management systems.

We’ve designed Tracker with extensibility in mind. Through our published interfaces and APIs, we’ve made it easy for developers to integrate new screens and functions—and to integrate Tracker with other applications. Tracker gives developers access to a generous set of core function calls—so your custom features can fully interact with the rest of the program. We’ve also given developers the ability to completely replace most core screens with a simple change to a configuration file.