NetResults Tracker Knowledge Base Article
Ways to Assign Records in Tracker
Article ID  398
Article Type  Procedures / Documentation
Product  NetResults Tracker
Oldest Version  5.0
Newest Version  Latest Release
Publication Date  03/30/2011
Last Updated  05/01/2018 01:28:27 PM
Warnings
None
Description
This article explains different ways to assign records in Tracker.

Click on a link to see detailed information about how to configure that type of assignment.

Allow user to pick Assignee on Add Page
Allow user to pick Assignee from a group of users during Task operation
State Manager ("Routing Table")
The last user who worked on an issue
Assign to a group of users

Allow user to pick Assignee on Add Page

In most of the templates, this is configured by default. All that is needed is to set this up is to make the Assigned To field visible on the Add Page. You can even make the field visible to only specific groups, if desired. For example, you only want "Managers" to be able to select a user to be assigned to a record directly on the Add Page.

To make the Assigned To field visible on the Add Page:

  1. Login as Admin and click on the Admin icon
  2. Click on the Fields link
  3. Click on the Forms buttons to the left of the Assigned To field
  4. Check the forms in the left column and to see whether each one has an asterisk. If an asterisk is present, that indicates that the field is using the global field properties on that form. For any form where there is no asterisk, perform the sub-steps below. If there are forms that do have an asterisk, continue with the next numbered step.
    1. Click on the form and click on the Edit button
    2. Scroll down to find the "Add Page Visibility" field. Select the user groups that should be able to see the Assigned To field on the Add Page.
    3. Click OK to save the change
    4. Repeat these sub-steps for any other forms that do not have an asterisk
  5. Click OK to return to the Global Fields List
  6. Click on the Edit button to the left of the Assigned To field
  7. Scroll down to find the "Add Page Visibility" field. Select the user groups that should be able to see the Assigned To field on the Add Page.
  8. Click OK to save the change
Now when a user who is a member of the selected user groups is adding a record, the Assigned To field will be available on the Add Page so the user can choose who will be assigned to the newly added record.

Allow user to pick Assignee from a group of users during Task operation

You can allow the user to assign a record to any member of a particular user group during the Task operation. For example, a Development Manager can see a list of Developers and select who will be assigned to fix the issue.

To prompt a user with a list of users during the Task operation:

  1. Login as Admin and click on the Admin icon
  2. Click on the Workflows link
  3. Select the desired workflow in the pulldown at the top. The page will be refreshed to display the properties of the selected workflow.
  4. Click on the Manage link next to "States"
  5. In the left column, click on the state where you want this to be configured, then click on the Transitions button
  6. Click on the Add Transition button to add a new transition or click on the Edit button next to an existing transition
  7. Set "New Assignee" to be "Prompt with <User Group>". In the next pulldown, select the user group. In the 3rd pulldown, select whether to include "TBD" as an option when assigning the record. In the 4th pulldown, select whether the user should be forced to make a selection ("Require Selection") or if the default user is allowed ("Allow Default").

    If you are adding a new transition, please review the Workflow Transitions section of the Online Help Guide.

  8. Click OK to save the changes

State Manager ("Routing Table")

You can set up a "routing table" to determine which user should be automatically assigned to a record. The user selected in the routing table is called a "State Manager". The routing table can even be based on a pulldown field. For example, let's say you have a team of users for each of your products (Development Manager One works on Product A, Development Manager Two works on Product B). When a record is added to the system or moving through the workflow, Tracker uses the State Manager table to automatically assign the record to the appropriate user.

To configure state managers:

  1. Login as Admin and click on the Admin icon
  2. Click on the Projects link
  3. Select the desired project in the pulldown at the top. The page will be refreshed to display the properties of the selected project.
  4. In the Forms section, locate the desired form, then locate the State Managers section for that form
  5. Set the state managers using the following sub-steps. Or, if you want the state managers to be based on a pulldown field, skip to the next set of sub-steps.

    Set the State Managers (not based on a pulldown):

    1. Click on the Manage link next to State Managers
    2. Set the user who should be the state manager for each state
    3. Click OK to save the changes

    Set the state managers to be based on a pulldown field:

    1. Select the desired pulldown and click OK
    2. Click on the Set State Managers button
    3. In the pulldown at the top, "<Default>" will be selected. These are the state manager settings that will be applied by default when a new item is added to the "Based On" pulldown. Select the user who should be the state manager for each state and click OK to save the changes.
    4. Click on the Set State Managers button
    5. In the pulldown at the top, select an item (besides <Default>). The page will be refreshed to display the state manager list for that item. Select a user who should be the state manager for each state and click OK.
    6. Click on the Set State Managers button and select another item in the pulldown. Repeat this step until you have configured the state managers for each item in the "Based On" pulldown.
Click on the links below to continue configuring state manager assignment based on where the state managers will be used:

To route newly added records
To route records via the Task operation (at some step after the record has been added)

Assigning to State Managers on the Add Page

Decide whether you want users to select which state the record goes to on the Add Page

You can hide the Status field on the Add Page. In that case, the record will be routed to the Default Add State. Or, if you want users to select which state the record goes to on the Add Page, you need to ensure the Status field is visible on the Add Page. In most of the templates, this is configured by default. You can even make the field visible to only specific groups, if desired. For example, you only want "Managers" to be able to select the state a record is routed to directly on the Add Page.

To configure whether the Status field is visible on the Add Page:

  1. Login as Admin and click on the Admin icon
  2. Click on the Fields link
  3. Click on the Forms buttons to the left of the Status field
  4. Check the forms in the left column and to see whether each one has an asterisk. If an asterisk is present, that indicates that the field is using the global field properties on that form. For any form where there is no asterisk, perform the sub-steps below. If there are forms that do have an asterisk, continue with the next numbered step.
    1. Click on the form and click on the Edit button
    2. Scroll down to find the "Add Page Visibility" field. If you want to hide the Status field from everyone, click on the "None" button. If you want to allow certain groups to set the Status field on the Add Page, select those user groups.
    3. Click OK to save the change
    4. Repeat these sub-steps for any other forms that do not have an asterisk
  5. Click OK to return to the Global Fields List
  6. Click on the Edit button to the left of the Status field
  7. Scroll down to find the "Add Page Visibility" field. If you want to hide the Status field from everyone, click on the "None" button. If you want to allow certain groups to set the Status field on the Add Page, select those user groups.
  8. Click OK to save the change

Hide the Assigned To field on the Add Page so that the state manager settings will be applied automatically. You can also choose to allow only certain groups to see the Assigned To field (e.g. allow members of the "Managers" group to see the field so they can assign a record to someone other than the state manager in special cases).

To configure whether the Assigned To field is visible on the Add Page:

  1. Login as Admin and click on the Admin icon
  2. Click on the Fields link
  3. Click on the Forms buttons to the left of the Assigned To field
  4. Check the forms in the left column and to see whether each one has an asterisk. If an asterisk is present, that indicates that the field is using the global field properties on that form. For any form where there is no asterisk, perform the sub-steps below. If there are forms that do have an asterisk, continue with the next numbered step.
    1. Click on the form and click on the Edit button
    2. Scroll down to find the "Add Page Visibility" field. If you want to hide the Assigned To field from everyone, click on the "None" button. If you want to allow certain groups to set the Assigned To field on the Add Page, select those user groups.
    3. Click OK to save the change
    4. Repeat these sub-steps for any other forms that do not have an asterisk
  5. Click OK to return to the Global Fields List
  6. Click on the Edit button to the left of the Assigned To field
  7. Scroll down to find the "Add Page Visibility" field. If you want to hide the Assigned To field from everyone, click on the "None" button. If you want to allow certain groups to set the Assigned To field on the Add Page, select those user groups.
  8. Click OK to save the change

Set the Default Add State

If the Status field is visible on the Add Page, this is the state that will be selected by default. If the Status field is not visible, this is the state where the new record will be routed.

The Default Add State can be configured to be based on a pulldown. For example, let's say that issues reported against a particular product are more urgent and should skip to a different step (state) in the workflow.

To configure the Default Add State (not based on a pulldown):

  1. Login as Admin and click on the Admin icon
  2. Click on the Workflows link
  3. In the pulldown at the top, select the desired workflow. The page will be refreshed to display the properties of the selected workflow.
  4. In the Forms section, expand the desired form and click on the Manage link next to Default Add State Settings
  5. Select the state where you want newly added records to be routed for Default Add State and click OK
To configure the Default Add State to be based on a pulldown:
  1. Login as Admin and click on the Admin icon
  2. Click on the Workflows link
  3. In the pulldown at the top, select the desired workflow. The page will be refreshed to display the properties of the selected workflow.
  4. In the Forms section, expand the desired form and click on the Edit Based On link next to Default Add State Setttings
  5. Select the desired pulldown and click OK. Click OK to confirm the selection.
  6. Click on the Set Default Add State Settings button
  7. In the pulldown at the top, "<Default>" will be selected. These are the default add state settings that will be applied to any new items added to the "Based On" pulldown. Click OK to save the changes.
  8. Click on the Set Default Add State Settings button. In the pulldown at the top, select an item besides <Default>, set the Default Add State and click OK. Repeat this step until the Default Add State has been configured for all items in the Based On pulldown.

Assigning to State Managers via the Task Operation

To assign records to state managers via the Task operation, configure transitions with "New Assignee" set to "<State Manager>"

  1. Login as Admin and click on the Admin icon
  2. Click on the Workflows link
  3. Select the desired workflow in the pulldown at the top. The page will be refreshed with the properties of the selected workflow.
  4. Click on the Manage link next to States
  5. Click on a state and click on the Transitions button
  6. Add a new transition by clicking on the Add Transition button or modify an existing transition by clicking on the Edit button next to a transition. Set the "New Assignee" property to "<State Manager>". If you chose to add a new transition, additional information can be found in the Workflow Transitions section of the Online Help Guide.
  7. Repeat the above steps to configure all of the necessary transitions

The last user who worked on an issue

To assign a record to the last user who worked on an issue:

  1. Login as Admin and click on the Admin icon
  2. Click on the Workflows link
  3. In the pulldown at the top, select the desired workflow. The page will be updated to display the properties of the selected workflow.
  4. Click on the Manage link next to States
  5. Click on a state and click on the Transitions button
  6. Add a new transition by clicking on the Add Transition button or modify an existing transition by clicking on the Edit button next to the transition. Set the "New Assignee" property to "Last Assignee for New State" or "Last Assignee for ". Last Assignee for New State will assign the record to the last user who worked on the record in the state selected for the "New State" property. Last Assignee for allows you to pick a state and the record will be assigned to the last user who worked on the record in that state. If you choose to add a new transition, additional information can be found in the Workflow Transitions Help section.
  7. Click OK

Assign to a group of users

You may wish to assign a record to a group of users such that anyone in the group can process the record (e.g. a "queue"). Steps for assigning records to a group of users can be found in this Knowledge Base article.

Workaround
None