Bugs or Urgent Issues
To report a bug or other urgent NetResults Tracker issue, please go to the General Support Information page. This page contains a list of required information that you should provide when reporting your issue to NetResults Technical Support.
Enhancement Requests or Feedback
You can submit an enhancement request or provide feedback by going to the NetResults Tracker Customer Enhancement Request Form. Fill in the fields on the form and click on the Submit button - you will be given a problem record number (PRN) for your request. Please use this PRN to inquire about your request. Please do not use this form for bug reports.
How to Fill in the Fields on the Enhancement/Feedback Form
The following provides additional information about how to fill out the fields on the Enhancement Request form.
Customer Status: Select whether you are a licensed user with an active support subscription (Tracker is installed on your servers), a Tracker Online user (hosted/cloud version of Tracker), or are evaluating NetResults Tracker (have not yet made a purchase).
Request Type: Select whether your request is an enhancement or feedback.
Company Name: Enter the name of your company.
Tracker Version: Select the version of NetResults Tracker you are using. This information can be found by logging into NetResults Tracker. The version is listed in the upper right corner of the Home Page under "Powered by NetResults Tracker".
Web Browser: Select the web browser that is used when accessing NetResults Tracker. To find the version information for your browser:
- Chrome: Click on the triple bar icon on the top right, then select "About Google Chrome".
- Firefox: Click on the triple bar icon on the top right, click on the ? icon, then select "About Firefox".
- Internet Explorer: Click on the Tools icon on the top right and select "About Internet Explorer".
- Safari: Click on the Safari menu at the top and select "About Safari".
Web Browser Operating System: Select the operating system installed on the machine where you are accessing NetResults Tracker with the web browser mentioned above.
Web Server Operating System: Select the operating system being used on the machine where NetResults Tracker is installed (NetResults Tracker server). This is also the machine where the NetResults Tracker web server is located. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Web Server Software: Select the name of the web server software being used on the machine where NetResults Tracker is installed (NetResults Tracker server). For example, if NetResults Tracker is installed on a Windows 2012 machine, the web server software is IIS 8.0. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Database Software: Select the database software being used by the NetResults Tracker workgroups you have installed. The databases being used by NetResults Tracker may or may not be installed on the same machine as NetResults Tracker. You can find this information by logging into the Workgroup Management System (WMS). On the WMS Home Page, check what is listed in the database type column for the workgroups. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Summary: Enter one sentence to summarize what you are requesting.
Description: Enter detailed information about your request.
Workaround: If you know how to workaround your request, enter it into this field.
Attachment Description: If you are attaching a file, provide a quick summary of what it is you are attaching (e.g. "screen shot").
File Attachment: Click on the "Browse" button and select the file you wish to attach and include with your request.