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 window 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 menu option displays the Close Type window, 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 menu option displays the Closing Message dialog box, where you can enter a closing message to append to the tracker. The system changes the tracker's internal status to Closed.
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.
From the File menu, select Close Tracker.
The system displays the Detail Tracking Hours dialog box.
Enter the time worked, if applicable.
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 window 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 window 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 dialog box.
Type a closing message that explains why you are closing the tracker.
Use the following menu options, as needed, to add pre-defined comments to the closing message:
|
Menu Option |
Function |
|
File > Select Comment |
Displays the User / Company (*) Defined Comments window, where you can select a pre-defined comment to add to the closing message. |
|
File > Edit Comments |
Displays the User Comments Maintenance window, where you can create or edit a standard comment to add to the closing message. |
Exit the Closing Message dialog box.
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 window to Closed, if you selected External.
Changes the values in the Ext Status and Int Status fields on the Call Tracking Entry window 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 window and the Final Action By and Action Required By fields on the Forwarding window.
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.
See Also: