Supporter Actions
Most supporter actions are done through posting followups to an issue. The supporter chooses the particular action from among the "Action" radio buttons on the message submit form. The available choices are tailored to the visitor's role in the issue - see the table, below.
Among other things, the message action determines whether or not the item will be included in the issue summary. For regular (non-confidential) issues, the summary is visible to the general public. It includes synopses of all those messages whose actions change the stage of an issue, and also messages that were submitted with the "Note" action. Other correspondence - the default action, "Plain" - is not included in the summary, and is just between the supporters and requester.
See the topic concerning issue corresondence for more details about who receives what correspondence.
| Action | From/To Stage | Who? * | To Summary? | Purpose / Notes |
|---|---|---|---|---|
| Plain |
Any No change |
Involved |
No |
Correspond with parties to issue / Not distinguished in issue summary |
| Accept |
Pending, Deferred Accepted |
Staff |
Yes |
Claim ownership of an issue / Other supporters exempted from further issue correspondence |
| Kibitz / Subscribe |
Pending, Deferred, Accepted No change |
Anyone |
No |
Join in an issue / Only when not already involved |
| Resign |
Any but pending No change
|
Owners |
No |
Abandon ownership of issue you own / Not offered when not involved or only supporter |
| Note |
Any No change |
Involved |
Yes |
Item for summary that doesn't affect stage |
| Resolve |
Accepted, Pending Resolved |
Staff |
Yes |
Conclude issue satisfying requester / If accepted, only owners (acceptor or staff subscribers) can resolve |
| Reject |
Accepted, Pending Rejected |
Staff |
Yes |
Dismiss issue without resolution / Same as note as for resolve |
| Defer |
Accepted, Pending Deferred |
Staff |
Yes |
Table this issue until whenever / Same as resolve note |
| Reframe |
Any No change |
Staff |
No |
Rephrase title/description and/or change traits / For when the requester wasn't quite clear or accurate |
| Divert |
Any Diverted |
Staff |
Yes |
Include the subsuming issue as the first of the references / Same as resolve note |
(Occasionally supporters need to send messages that are not exposed the requester or to the public at large. You do this by checking the "Staff eyes only?" box (beside the message subject input field). However, items posted to the summary cannot be staff-eyes-only, and action items (and notes) are posted to the summary - by default. To submit a private action item, check the staff-eyes-only box and the don't-post-to-summary box, found beside the Action input selection.)
The stage (and other issue state settings) can be forced using the entries on the issue's "Edit State" tab. Some state transitions are inhibited (by default, going to pending from any other stages).
-
:
| Activity | Description | |
|---|---|---|
| Basic Configuration |
|
Help |
| Traits and Supporters |
|
Help |
| Request Routing Assignments | Associate specific supporters with specific issue trait values, for new issue notifications. (There is nothing to do here if none of the traits were selected for notification routing in the Traits and Supporters activity.) | Help |
| Other | ||
| Member Settings | Adjust tracker personnel (supporter and requester) email and fullname settings. | |
| Updates Maintenance | Adjust tracker issue indexes and other structural assessments, in the face of upgrades or unexpected drift. | |
| Catalog Management | Assess and interact with tracker's catalog structure. | |
|
Include (issue)[item] and/or absolute url
references, one per line (no HTML).
|
| File | Title (if different than file name) | |
|---|---|---|
A supporter or supporters are missing email settings. Such entries will be marked with a '**' flag and a user ID in red.
Bonafide managers can assign member settings here. You create new users using the /manage_main"> acl_users management interface. The IDs of supporters will be either green or red - red to alert you to the lack of an email address for the supporter.
If you were in the midst of configuring the tracker and are done setting supporter email and full name settings, you can continue with the final tracker configuration step new issue routing assignments.
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The Zope Tracker conducts web-based support and development dialogues,
organizing the flow and artifacts of the correspondence. This page presents a
general purpose client-oriented overview: (Tracker administrators may want to visit the tracker configuration help, and supporters may be
seeking support-specific help.) Any number of distinct trackers can be created within a single Zope site.
Each Tracker has its own administrator, with overriding configuration
privileges including, among other things, the ability to designate specific
supporters - tracker staff responsible for satisfying requests - and
the mode by which site users are allowed to submit (request) and
browse existing issues.
In Open operating mode, trackers admit all Zope site users. In
Dedicated mode, the tracker only admits browsing and requests from
designated users. Individual tracker dialogues are known as issues. An issue is
basically a container for messages between the issue requester and suporters
about the issue, known as items. When submitting an issue, the
requester selects issue traits which
characterize their request. The ranges of traits are configured by the
tracker administrator, tailored for the tracker's subject domain. See also the discussion about browsing the issue overview page, below. The lifetime of a tracker issue proceeds in stages, from their
initiation as requests at start to one of a variety of conclusions. These
stages reflect the issue's current status with respect to attention from
supporters: Pending Issue Submission Awaiting supporter attention Accepted Supporter Accept In-process - one or more supporter has claimed responsibility
Resolved Supporter Resolve Completed - these counts against ticket quota, if any. Rejected Supporter Reject
Concluded without resolution, does not count against any quota.
(Requester can cancel only while their issue is in the 'pending'
stage.) Deferred Supporter Defer Put aside until whenever Diverted Supporter Divert Subsumed into another issue An issue starts its life with submission by a member of the tracker's
community. (Trackers can operate so they are open to all comers, or can be
restricted to designated clients - see here for more details.)
When submitting via the web, the requester selects trait values to
characterize the issue. The requester's identity and email addres are
obtained from their membership settings, which they can override in the submit
form, and they can include attachments using their browser's file-upload
mechanism.
When submitting via email, the requester can use leading lines of the body,
followed by a blank line, to specify the "trait: value" pairs that
characterize the issue. (The requester then receives an email acknowledging
receipt of the issue, and instructions for replying to that receipt so as to
set any traits that they failed to specify in their initial submission.)
The issue is submitted using the "Submit New Issue" tab in the tracker's web
interface. The requester selects trait values which characterize the issue.
The requester's identity and email addres are obtained from their membership
settings, which they can override in the submit form, and they can include
attachments using their browser's file-upload mechanism.
The arrival of a new issue triggers dispatch of email notices describing the
issue to concerned supporters - that is, supporters configured by the
tracker admin to be concerned with the characteristic traits specified by the
requester. There may be no traits sensitivity, in which case all supporters
are notified, or a lot of sensitivity, for fine-grained routing of issues to
relevant supporters. (If all supporters are disqualified by trait
sensitivity, then the tracker admin receives the notices, with indication that
no other supporters qualified.)
Once the issue is submitted it exists on the tracker in the pending
stage, until one of the supporters accepts responsibility for the
issue. The requester and supporters can followup to the issue, and others can
subscribe to it, to be included in the notification loop. The notices are
sent to supporters, the requester, and subscribers, with routing as it was for
the new issue notification.
Correspondence in an issue is threaded, each item tracking the messages that
it follows from, and followups to it. These threads can be viewed and
traversed in the issue summary view and in the individual messages.
At any point one of the site's members designated by the tracker
administrator as supporters can submit a message that
acceptsthe pending issue, taking responsibility for addressing it.
They also can take other actions, even resolving/rejecting/whatevering the
issue directly from the pending state. See the table for the complete set of available actions and
their context.
When a supporter accepts or otherwise changes the stage of the issue, all
other relevant supporters are notified of the fact, and subsequent
notifications are confined to the requester, subscribers/kibitzers, and the
accepting supporter. Multiple supporters can accept, and supporters can
resign from an issue so long as at least one other supporter has accepted/is
kibitzing the issue.
Eventually the supporter(s) completes the issue - by, eg, resolving or
rejecting it, by diverting it to an already existing issue, or by
deferring it indefinitely for later attention. At this point the issue is
effectively concluded - it does not show up in the default browse/search page,
which covers pending and accepted issues. It can be reactivated, and parties
to the issue can still correspond in it, but it off the actives landscape, and
only gets attention when someone is specifically seeking it out.
This synopsis only covered the essentials of an issues life, leaving out
nuances like privacy or issue browsing and presentation - that all is included
in the ensuing documentation, below.
Tracker items convey issue correspondence and also are vehicles
for actions affecting its stage. Actions that supporters take with respect to
an issue - accepting responsibility for it, marking it resolved, combining it
with another issue, etc. - are effected by submitting new items.
See also the discussion about browsing issue items, below. There are many situations in a tracker where concise references are made
to specific issues and items - often with links to the objects. The tracker
has formalisms for presenting these references, so you can easily recognize
them and unambiguously enter references between elements, where appropriate.
These terms are known as tracker element emblems.
Issue and item emblems are presented with one or another kind of bracket pairs
around the serial ID of the element.
Issues are presented with the ID in
parentheses. Items have their IDs in square brackets.
A full emblem includes the issue and item emblems
adjacent and in that order, and may include the tracker abbreviation.
Privacy of an issue or item (whether or not the
privacy excludes you) is indicated by doubling the respective
brackets. If you are not privileged to view the element, then the
emblem will not be an active link.
In order for the tracker to recognize emblems you
enter (as references, or in item title or description text),
you must include both pairs of brackets, with no intervening spaces -
use an empty pair of square brackets for the item number if you're
referring to the issue as a whole.
Interacting with trackers entails two primary kinds of activities:
You are browsing issues as soon as you enter a tracker. The browsing
interface is actually a view into an ongoing search. The default search is
shows currently active issues. You can adjust the search with the simple form
at the bottom of the page, and toggle to an advanced form for more elaborate
searching. (You can bookmark the results of your searching to preserve a
search for later continuation.) Before going into the details of browsing we need to present a common
interface feature of all tracker pages - the tab menus at the top of every
page. At the top of every tracker page is a tab-style menu of activities for the
element of the tracker that you're viewing. (This tab arrangement will be
familiar if you're acquainted with Zope's management interface.) The leftmost
tab goes to the view of the element. Every view's tabs includes one for
submitting a new issue. The selection of tabs within an element varies
according to the role of the visitor - tracker staff see more tabs than the
general public, offering supporter-specific functions, and in some places the
tracker admin sees yet a few more. The top level view of the tracker - the entrance - is a combined
browsing/searching view of the tracker's existing issues. From here, visitors
can: The layout of the page, from top to bottom, consists of: The issues overview table has a brief entry for all issues satisfying the
search criteria, presented in batches. (The default search excludes
resolved and discarded issues, showing only currently active or pending
ones. The presentation also excludes issues for which you do not have view
privileges - private issues to which you are not a party.) Each issues-overview entry has emblem links to the overview of each individual issue and to the
most recent message item in the issue. The issue links
are in the Here's the scoop on all the ordinary fields: Tracker staff see some additional fields. Tracker searches restrict attention among the existing tracker
issues. Search results are those issues that satisfy all of the fields you've
selected - effectively an 'and' across the selected fields. Fields in which
you made no selection are ignored for that search, to the point where no
selections at all yields all the viewable issues. The standard search you get
on entering a tracker shows all issues in the 'pending' or 'accepted' stages -
those not yet claimed by a supporter, or only claimed, not yet concluded.
The default search is fairly simple - you can do a text query over issue
text content, plus a selection-based query over the issue stages. (Once
again, tracker staff have a few additional options.) Using an advanced search form, opened using a button in the simple
search, and vice versa, you can restrict the search according to more
particular issue characteristics, like date, requester, user-selected traits,
and so forth. Both searches have similar controls. Here's how the different
field selection types work: The Issue Summary presents an overview of the history and specifics of an
issue. It presents abbreviated versions of all the important correspondence
in the issue. The summary has all the important characteristics of the items
- the sender, date, action associated with the message, etc - and the title
and first several lines of the item descriptions. The tags for each entry are
links to the specific items - the item pages contain the full text of the
messages, and also have the fors for posting followups.
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Tracker Elements
Tracker Issues
The process of tracker issues.
Stage
Due To Action
Description
Requester Cancel
Tracker Issue Items
Tracker element references - Element Emblems.
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Interacting with a Tracker
Browsing
General Feature - The Element Tab Menus
The Top Level View - Issues Index
Submit New Issue tab at the top to, well, submit a
new issue.
Entries in the Overview
ID and Title fields, and the most-recent
message link is in the Last Msg field. (The Last Msg link is a
convenient shortcut for involved parties to continue the correspondence.)
ID (a link to the issue)
Title / Description, also a link to the issue.
Request
Last Msg, a link to the item.
Stage Traits Searching for Issues
and and
or for boolean searches.
since
and/or before the specified dates. Using these controls
you can select for all issues with correspondence occurring since a
date, until another date, or between two dates.
The Issue View
You typically get to an issue summary either from the first links in the Issues Index table entries, or by appending the ID of the issue, after a '/' slash, on the URL for the tracker. Some other common avenues are links upwards from the items, which are "contained" by the issue summary, and cross-reference links from other tracker elements.
You use the issue summary entry link (for example, "Request[1]" to travel to individual items.
The Issue Item View
Issue Items represent individual messages and actions in an issue's life. The item view presents the specifics of the item - who sent it and when, the action it conveys, if any, its title and (full) description, the items to which it is a reply and subsequent replies to it, if any. It also indicates some key characteristics of the containing issue.
For participants in the issue - the requester and relevant tracker staff - the item also includes a form for posting followups to the item, and a link to a form for submitting new items starting separate threads in the issue.
Items are commonly visited using links included in new-item email notifications, or via links from the issue summary or issues index. Items are contained by their issues, and their URLs are those of their issue with a '/' slash and the serial number of the item appended.
Correspondence within tracker issue
All tracker interaction is conducted with messages submitted via the web
or via email.
All tracker interaction is conducted via the web.
Emailed Notifications
The notices include URLs for the item and any attachments or references included in the item, convenient in many contemporary mail readers for pointing your browser at these components. The notices also include the actual text of the item - title and description - as well as characterizing data like the submitter, issue traits, and so forth.
The initial notifications are sent to the requester and any supporters designated by the tracker administrator as having interest in the issue, according to the traits the requester selected for the issue. When a supporter claims responsibility for an issue then the issue's requester and other relevant supporters are notified, but from then on the set of notice recipients is confined to the requester and the supporter(s) who claimed responsibility for the issue - the issue owner(s).
(The tracker prototype does not currently accept incoming emails for issue correspondence.)
Submitting New Issues
When you have an issue you'd like to register with a tracker you fill out
and submit the new issue form
Submit New Issue tab found at the top of every tracker page.)
The user submitting the issue becomes the issue requester. The requester receives notifications about new correspondence in the issue and, except when submitting from the anonymous user account, the requester can followup through the life of the issue.
(Submitting issues under the auspices of the anonymous user is discouraged, and sacrifices certain privileges that depend on confident identification of the issue requester. In particular, anonymous users cannot submit confidential issues, and they cannot followup in ensuing correspondence about the issue. They do receive email notifications of new messages from the supporters, if they register their email address in the space provided on the submit form - see below.)
Here are the details, proceeding through the fields on the form:- From
-
Issue requesters are identified by their user id (unless requesting using the anonymous account, which is discouraged - see above). Issue correspondence, by default, is conducted with their registered email address. The requester can specify an alternate address to be used within that issue by changing the value in the Email text input box in the submit form. Followup forms have the same provision, so requesters can vary their email address over the course of an issue, useful, for instance, if they're in the process of changing locations.
(The input boxes also provide the means to identify yourself when submitting from the anonymous user account. Submitting as the anonymous user forfeits any positive authentication on which good, cohesive correspondence depends, sacrificing followup and privacy privileges. Usually we strongly prefer that you submit issues from an authenticated login.)
- Traits
-
Trackers are configured with sets of issue traits by which requesters characterize their issues within the subject domain of the tracker. Characterizing your issue with suitable traits can help ensure that your request gets the right attention - the tracker admin can route supporter notification of new issues based on the issue trait settings, and in general people mining a tracker for information can use the traits to focus their searches.
- Description
-
This is where you spell out the details of your request. It's often important to find the balance between concise - direct and to the point - and complete. It can be crucial to provide enough information to help your supporters pinpoint the answer without hiding the crucial bits in extraneous details.
- Signature
-
The contents of this box will be appended to your description, separated by a newline. If you check the Retain as personal default check-box, the value you set will be filled in automatically in subsequent use of any tracker on the site.
- References
-
This is a slot for linking to incidental resources relevant to your request. You include one entry per line. URLs and element emblems are recognized as such, and presented as html links in the issue. (The first reference plays a special role when diverting an issue - redirecting it to another one. It must be the emblem for the issue to which you're redirecting - the tracker uses it to do the bookkeeping to link the issues together.) The references you register are also included in a prominent place, as URLs, in the emailed notifications.
- Attachments
-
The is a pair of file-upload slots for including external materials - patches, image files, non text documents, whatever - within the request object. They use your browser's file upload capability. The attachment name will be that of the trailing file-name component of the uploaded file, unless you specify an alternate name to use in the the corresponding title slot.
Continuing correspondence about your issues
Requesters and supporters conduct ongoing correspondence about issues, organized as correspondence threads. The crucial items in the correspondence are collected in the issue summary. This includes the key items, like the initial request, the item in which a supporter accepts responsibility for the issue, and the eventual conclusion of it. Other correspondence - often incidental exchanges - is visible only to the requester and to tracker staff.
Note that only the issue requester and tracker staff are privileged and able to enter correspondence in an issue.
Parties to an issue and tracker staff followup to an item by visiting the item. There are many ways to get there, including:
- Following the links in the email notifications.
- Visiting the tracker index, finding the issue in question, and using
the
Last Msgshortcut to get to the most recent item. - Visiting the containing issue (eg, from the index) and using the
Most recent messageshortcut located on the upper right corner of the page. - When dealing with other than the most recent item, using the other links in the issue summary (or the links in the "Other Correspondence" section, below the summary).
- Using the URL - the item's is that of the tracker, followed by a '/' and the serial number of the issue, then another '/' and the serial number of the item.
When you followup to an item your new message follows the original in its correspondence thread. You can also start a new thread, separate from the existing reply chains, by using one of the "Start a New Thread" links, found in the issue summary and in the items.
The forms for submitting new items are similar to those for submitting new issues, with a few additions:
- When replying, the title and text of the original item are cited.
-
Parties to an issue can select actions beyond just sending
correspondence when they communicate about an existing issue.
This choice is selected from the Action radio-button selection on the
item form. Requesters have just a few choices:
-
Plain - The default action, plain items are not registered in the summary, hence are not visible to the general public.
-
Note - Note items are included in the summary, along with the landmark items (see above). This action is useful for posting key developments, like intermediate results.
-
Cancel- only until issue is accepted - The requester can withdraw an issue from consideration up until a supporter has accepted responsibility for it. After the issue has been accepted, however, this option is not offered, and the requester must negotiate with the supporter to reject it.
-
Supporters can invoke several other actions with their issues - they should consult the support-specific help for details.
|
|
Issue Tracker |
|---|---|
| Purpose: | |
| |
Below are existing issues, filtered according to the search settings at the bottom of the page. |
| To visit one of the existing issues, click on the ID or title. To go directly to the most recent message in the issue (for details, or to respond to it), click on the identifier in the last-message column. | |
| To submit a new issue, click here, or use the tab at the top of the page. | |
| For more background and instructions, visit the Tracker overview . | |
| |
|
| NOTE! | This tracker is incompletely configured, which may lead to malfunction. The following needs to be configured (by tracker staff): Basic Config and Traits Config |
| |
|
| |
|
Requester Correspondence
Under ConstructionRequesters can followup to existing issue threads, by replying to items, or start new theads (by following the link in the middle of the issue summary or the item page). Typically these followups are not included in the issue summary. On those occasions when you have a landmark that warrants inclusion in the summary, select the "Note" action.
Prod the current environment
|
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Title/Description (details)
value="" >Stage
Requester
Supporter
Priority
Issue activity (details)
Since: CHECKED > Until: CHECKED >
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Issue Traits:
Trait/Values Configuration
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Overview
When creating a tracker, do so with the identity of the user you want to be the tracker owner. That user will have configuration and other special privileges in the tracker. (Once the tracker is created you can use the Security tab/local roles setting page to endow others with the TrackerOwner role, if you need to delegate or transfer those privileges.)
After creating a tracker, configuration is a three-step process. The tracker owner proceeds into it immediately on creating the tracker, and can reenter it at any time via the configuration tab (that only the tracker owner sees) at the top of the main tracker page. Each configuration activity page contains some instructions. This help page includes an overview of the activities, plus some further details.
Stage Details
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- Basic Configuration (See the form...)
Here is where you set the fundamental tracker operation settings, and you name the trait categories by which requesters qualify their issues.
- Id - the object management id for the tracker - you can change it from the management interface of the folder containing the tracker, not from inside the tracker itself.
- Title - A terse descriptive title for the tracker.
- Abbreviation - An extremely terse distinctive abbreviation for the tracker. Email notifications will use this at the beginning of the message subject lines to identify the tracker, so as brief as possible while providing some cue is in order here.
- Description - Brief presentation of the tracker's purpose - this will be displayed at the top of the issues overview page.
- Admin Address - Where to send email for tracker administrative business, including notifications gone awry, public contact, etc.
- SMTP Host / Port - The host and inet socket port where SMTP email for this tracker is dispatched.
- Mode - Trackers operate in open or dedicated access mode. The access mode determines whether the tracker is open to all comers or only to designated clients.
- In an open tracker anyone with site membership can submit issues, and anyone at all can review existing ones. Open trackers are convenient for fielding requests in a diverse community, particularly with community-staffed trackers.
- A dedicated tracker is intended to serve specific clients, so that only they (and tracker staff) can review existing issues and submit new ones. Dedicated trackers provide dedicated support to the clients.
- Trait Fields - The categories of attributes by requesters qualify their issues. The ranges of values within each category you designate are set in the Values Configuration stage.
- Values Configuration (See the form...)
This is where you enumerate the values of a variety of tracker settings. This includes special member roles - identifying supporters, and, if the tracker is running in dedicated mode, clients - and issue trait values. (From here you can get to a form to specify user account's email and name settings, as well.)
- Supporters - Identify the users responsible for (and privileged to) field issues. If you designate any supporters that do not have an email address registered for them, you will stop at the Member Info Settings form before proceeding to the next stage, to fill in the addresses.
- Clients and Request Quota (Dedicated tracker only) - Designate:
- Members with privileges to access a dedicated tracker.
- Support level - Support policy level.
- Allotted number - Total number of requests available to the customer within the service period. Specify a negative number for no limit.
- Service Start/End - The dates within which the customer's quota of requests is available.
- Traits Elaboration - Here you enumerate the trait values associated with the trait categories specified on the basic config form. You also set checkboxes to identify those fields to be used for routing new issue notifications to supporters - the actual routing-by-setting choices are made on the next form.
- Supporter Assignments (See the form...)
This is where you associate specific supporters with specific issue trait values, for new issue notifications. (There is nothing to do here if you did not check any of the Traits Elaboration text-boxes in the Values Configuration form.)
By assigning specific request trait values to a supporter, that supporter receives notifications about those new issues having those settings. If no supporters are identified as relevant for a particular request, the notices for that request are directed to the tracker administrator.
Selecting traits is a way of narrowing the range of issues for which supporter receives new-request email notices. Not selecting any of a supporter's values for a particular trait means the supporter's relevance for receiving notices disregards that trait. Furthermore, not selecting any values for any of a supporter's traits means that supporter will receive notices for all new requests.
Traits that have many values have a special first entry - <Invert>. Selecting <Invert> means that the supporter is disqualified by the selected values, rather than qualified by them. This makes it easy to disqualify a supporter for just a few values of some extensive trait.
- Member Info Settings (See the form...)
The tracker needs an email address for all issue participants, for correspondence about the issues. People submitting issues can set and change this kind of info in the submission (and followup) process. Supporters, however, may need to receive email notifications of new issues before they go through the submission process. This form enables the tracker administrator to specify the email addresses when the assign new supporters. It is automatically visited whenever on submission of the Values Configuration form if there are supporters lacking an email address. Also, there is a link to this form from that page, which you can use at any time.
On the form, supporter IDs are highlighted with either a green or a red font - red to alert you to the lack of an email address for the supporter. The email-lacking supporter entries are also distinguished with a pair of
**asterisks, to make it easy to search for such entries amid a large collection of users.Category/Supporter Assignments
Assign specific request trait values to each supporter. The supporter will receive notifications about new issues that have those settings. If no supporters are identified as relevant for a particular request, the notices for that request are directed to the tracker administrator.
No traits or supporters selected for assignment. No traits selected for assignment. All supporters will receive all new-request notices. No supporters selected for assignment. The tracker admin will receive all requests.
If this is not what you intended, you can return to the Basic Configuration form or the Trait/Values form and check the boxes of the traits you want to use. Otherwise, you can just proceed to the configured tracker.
Selecting traits is a way of narrowing the range of issues for which supporter receives new-request email notices. Not selecting any of a supporter's values for a particular trait means the supporter's relevance for receiving notices disregards that trait. Furthermore, not selecting any values for any of a supporter's traits means that supporter will receive notices for all new requests.
Traits that have many values have a special first entry - <Invert>. Selecting <Invert> means that the supporter is disqualified by the selected values, rather than qualified by them. This makes it easy to disqualify a supporter for just a few values of some extensive trait.
For more details on the tracker configuration process in general, see here . See here for some more explanation of this configuration stage.
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Service Contract Exhausted Please contact your tracker administrator for further info. NOTE - You are using the Anonymous User account, which means you don't have a verified identity. Since the anonymous account is unregulated, the support staff cannot reliably identify who they're dealing with, so we will not be able to offer you the ability to post followups to your issue, or submit attachments with your request. To have these capabilities you must login.
Click here to login.
A prototype tracker activity report presentation.
Tracker Activity Reports Site: For: - ... plus: Identify trackers to be included in the report, relative to / (e.g.)
Per-Tracker Ticket Quotas This presents the current status of issues opened within the service period of the respective trackers. (See here for info about the different kids of service periods.)
/ +
Tracker Plan Active Resolved Other
ClosedBalance Allotted Period open
=>
- Plan
- Support-level plan, one of Bronze, Silver, Gold, or Platinum for Dedicated trackers, or Open for Open trackers.
- Active
- Number of requests currently in Pending or Accepted stage
- Resolved
- Number of closed issues that count against a dedicated tracker's allotment of request tickets - those issue completed by the resolve supporter action.
- Other Closed
- Number of other closed issue, which wouldn't count against a request ticket allotment, ie those closed with the reject, defer, or divert actions.
- Balance
- Number of new tickets available within the allotment, deducting the number of active and resolved tickets. Not applicable to open trackers or dedicated trackers with unlimited ticket allotment.
- Period
- The specified dates of service for a dedicated tracker, or the period from a year ago to today for an open one.
Per-Supporter Ticket Assignments
/ +
Supporter Platinum Gold Silver Bronze None Total bgcolor="#eeeeee"> bgcolor="#eeeeee"> , , - Each entry indicates the number of Accepted , Resolved , and (Other - rejected deferred or diverted) requests the supporter has chalked up across the subject trackers and within their respective periods of service. (See the Ticket Quotas table for the service periods).
Active Issues Maturity This presents the current ages of all incomplete issues across the collection subject trackers, and then within each tracker individually. 1">
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Issues Search (details)
Title/Description (details)
value="" >Stage
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