This is the main menu. As you move your cursor over the buttons on the left side, the menu on the right side changes.

main tab

custom tab

dates tab

web import tab

From this form you can create, edit, search, sort, print, and export incident records.

The form is linked to the incidents table, and to tables for staff, contacts, customers, fixes, equipment, and products. Many of the fields are filled by selecting from pull-down lists. For example, the Reported By field pull-down list contains the names of all of the people entered in the contacts table. The [...] button next to some fields opens that form for that field so that contacts, customers, etc. can be entered on the fly.

Attribute fields such as Status and Priority can be filled only by selecting an item from the pull-down list. This prevents entering non-standard items. The contents of these lists can be changed by the administrator only.

main tab

contacts tab

licenses tab

This is the clients form. The relational nature of the iTrack database allows any number of licenses and contacts to be assigned to a single organization.

main tab

clients tab

This form is used to keep track of the people that you support. These contacts can be your company's employees, or your customers and prospects.

Each contact is linked to a single organization.

main tab

finance tab

owner tab

notes tab

You can use this form to keep track of computers or any other type of equipment. An asset derpreciation tool is provided here.

Each piece of equipment can be assigned to a member of your staff, or a customer contact, depending on how you choose

main tab

products tab

This form is used to keep track of defects in the products you build or develop. Each fix is assigned to an engineer, who receives an email when the fix is created or changed. A fix is also linked to a specific product and version number.

Each fix can be linked to any number of incidents.

main tab

The products form is used to manage the list of products to which fixes will be applied.

main tab

The staff form is used to manage technical support staff.

import tab

form tab

The web interface is used to import an ASCII delimited file, typically from web form and email submittals.

export wizard 1

export wizard 2

These images display the incident export wizard. This wizard provides a means for exporting selected incidents to a report or to HTML pages. Using this wizard you can create FAQ pages, a knowledge base, or pages of incidents by client or contact.

You can specify an HTML header and footer so that the output pages match the format of your web site.

The FAQ pages on this web site were created with this tool.

main tab

defaults tab

email tab

logged-in tab

These settings apply to the local workstation only.

by user tab

all users tab

This form can be used to total all incidents, or incidents assigned to any user.

priorities

SLAs

These forms are used to define escalation rules and service level agreements.