Closing Trackers

Closing a tracker indicates that the problem or issue for which the tracker was created has been resolved.

To close a tracker, your user ID must be assigned to the Final Action field on the Call Tracking Entry screen or you must be designated as a maintenance user for the user ID that is assigned.

If you are authorized to close trackers, consider the following:

If the tracker's external status is not Closed, using the Close hot key displays the Close Type screen, which gives you the option to change only the external status or both the external and internal statuses to Closed.
If the tracker's external status is Closed, using the Close hot key displays the Closing Message screen, where you can enter a closing message to append to the tracker.

Even though you close the tracker and remove yourself from the forwarding list, other users remain on the forward list and the tracker remains in their job queue until they remove themselves from the list.

To close a tracker:

Open the tracker that you want to close and use the Close hot key.

Note: You can also select a tracker in your user job queue and use the Close Item hot key.

The system displays the Tracking Hours screen, where you can enter the time spent working on the tracker.

Enter the time worked, if applicable, and press Esc.
Perform one of the following to close the tracker.

The system displays one of the following prompts:

If your user ID is in the Final Action field of the tracker's forwarding screen and if you are authorized to close the tracker, the Close Type prompt displays.

From the option list, select one of the following:

Both – Closes the tracker for internal and external viewers.
External – Closes the tracker for external viewers only.

If your user ID is not in the Final Action field of the tracker's forwarding screen but you are authorized to close trackers, the You are not the Final Action By prompt displays.

Select Close Anyway from the displayed list to close the tracker.

The system then displays the Closing Message screen.

Type a closing message that explains why you are closing the tracker.

Use the following hot keys, as needed, to add pre-defined comments to the closing message:

Hot Key	Function
Sel Usr Cmt	Displays the User / Company (*) Defined Comments screen, where you can select a pre-defined comment to add to the closing message.
Edit Usr Cmt	Displays the User Comments Maintenance screen, where you can create or edit a standard comment to add to the closing message.

Press Enter.

The system does the following:

Updates the tracker with your closing message.
Changes the value in the Ext Status field on the Call Tracking Entry screen to Closed, if you selected External.
Changes the values in the Ext Status and Int Status fields on the Call Tracking Entry screen to Closed, if you selected Both.
Replaces your user ID with blanks in the Final Action and Action By fields on the Call Tracking Entry screen and the Final Action By and Action Required By fields on the Forwarding screen.
Removes your name from the forwarding list and forwards the tracker to all other users on the list.
Deletes the tracker from your user job queue.