Key Features

Benefits

Web-based Architecture
Designed and developed to operate on the Web. All features and functionality are available to the user with a Web browser.

• Easy to use and deploy. Provide full access from any platform, anywhere. No client-side installation.

• Works well with multi-national products & organizations.

• Easier to use and less error prone for multi-location deployment.

• Leverage standard databases and tools.

• Use throughout the company for different projects. Increase utilization & reduce cost.

• Integrated support for multiple applications.

• Richer semantic and easier access.

• Virtually limitless expansion as your user-base grows.

• Faster and easier maintenance. Allow the system to be hosted remotely; e.g. at an ISP.

• Easy to get started. No need to start from scratch. Customize them to meet your needs.

Concurrent Multi-language Support
Multiple languages supported concurrently, even within a single problem report.

Multiple Time Zone Support
Each user can enter and view date and time in his own time zone and format.

Standard Database Support
Microsoft SQL Server, Microsoft Access or Oracle can be used for storage.

Multiple Projects and Workgroups
Track multiple projects for multiple workgroups, each with its own workflow, data fields, and other unique customization.

Multiple Forms
Create and operate multiple applications. This allows you to manage different sets of data in a central location.

Record Links
Allow records (cases, issues, bug records, change requests, etc.) to be cross-referenced or linked.

Scalability
The architecture allows you to take advantage of multiple computers, multiprocessor computer systems, and load-balancers.

Remote Administration
All system administration features are available remotely through a Web browser.

Out-of-the-box Templates
Quick-start template data definitions and workflows for different applications — issue tracking, helpdesk, support, knowledge base.

Key Features

Benefits

Discussions
Discussion threads for each issue.  Automatically invites and notifies participants.

• Facilitate sharing of information & knowledge. Reduce the need for meetings that require everyone to be at the same place and same time.

• Automate escalation of problem areas to ensure timely resolution.

• Make sure nothing falls through the cracks.

Alerts and Escalations
Time-based alerts for each issue, as reminders or escalations if the issue is not taken care of by the specified date & time. (In addition to the event-based email notification described below).

Automatic Rule-based Email Notification
Configurable email (and pager) notification; separate rules and settings for each product tracked. Automatically notify appropriate users on change of assignment, change of state, etc.

Key Features

Benefits

Metrics
Collection of standard statistics, and charts & graphs. Modify & save them, or create new ones.

• Quickly see trends & trouble spots using the provided and customized charts & graphs.

• Quickly identify trouble spots, gather statistics to evaluate performance or aid in project planning.

• Easily access relevant information, present them in an easily understandable form, and share them with other users. Improve enterprise-wide communication.

• Provide quick summary of assignments and status for each user. Keep your team focused.

• Ensure accountability for changes and decisions. Provide historic data for compliance.

Charts and Graphs
Visual display of current and past project statistics as well as trends.

Real-time Reporting, Query, Keyword Search
Freely define report queries based on any value of any field. Use AND, OR, NOT operators to define complex queries. Save queries for quick access to information in the future. Design and save report formats. Obtain summary reports for high-level views of the status of each user and every product in the Tracker database.

Personalized Per-User Home Page
After logging in, each user is presented with a home page that provides summary reports and graphs of issues reported by and assigned to the user. These reports and graphs are customizable.

Change History (Audit Trail)
Automatically maintains a log of changes to the data.

Key Features

Benefits

Configurable, Automated Workflow Tailored to Your Organization
For each workflow, you can define (1) an unlimited number of process states, and transitions between those states; (2) for each state transition, which user the record should be assigned to, who needs to be notified; and (3) the fields to set for each state transition.  As you complete your assigned task, Tracker automatically asks for the required information and assign the issue to the user defined in the next state of the workflow.

• Model and enforce your company's existing process. Automatically route issues around to get them resolved. Improve productivity and quality.

Key Features

Benefits

External User (customers, strategic partners, etc.) Support
Your customers and partners can submit issues directly via the Web, check on the status, and collaborate with you.

• Automate receiving bugs from customers 24x7. Higher efficiency and convenience for everyone.

• Enable your customers to submit issues even if your server is behind a firewall or if they have no Web access.

• Increase customer satisfaction and reduce support cost.

• Accurate information about the reporter's computer environment helps provide better support and improve customer satisfaction.

Submit via Email
Submit issues to Tracker by sending an email.

Knowledge Base
Create a searchable Knowledge Base of articles about known issues, frequently asked questions, tech notes, etc.

Automatic Reporting of User Computer Environment
Gather information about the Reporter's computer, such as operating system, browser type and version, and IP address, and automatically fill in on the Add page when the issue is submitted.

Key Features

Benefits

Customizable Data Fields
Create and customize fields: Integer, Float, URL, Text, Large Text, Boolean, Link and Pull down types. Specify that certain fields are required fields to make sure that critical data are entered by the user.

• Customize the data according to your company's information needs. Build-to-order solutions at off-the-shelf price.

• Simplify and validate the items in pull down menus.

• Leverage existing information.

Customizable Field Relationships
Dependent (nested) Pull downs allow the set of values displayed in one pull down to be determined by the values selected in another pull downs. For example, which items are displayed in the component field is determined by the product selected.

File and URL Attachments
Files (Screen shots, text, email) related to a problem can be attached to an issue record. The attachment can be accessed using the browser and displayed accordingly.

Key Features

Benefits

Flexible and Powerful User Access Control
User-Group based access control model -- you can assign different access capabilities to each user group. A user's access capabilities depend on which user groups he belongs to. You can control accesses to both operations and individual data records.

• Control what your internal users, and external customers and partners can see and do.

• Can use standard Web security technology to increase security if needed.

Web Security Compatibility
The built-in security complements and is compatible with the Web server's security features and SSL encryption.