Request management

Request Management is where you ask the TrakIT support team for help or for a change: a question or problem, access for a user, a new feature, custom development, an integration or a bug fix. Each request gets a number, such as TR0012, and moves through statuses as the support team works on it, until it is closed. You can follow your own requests here, and also see the requests of the other users of your TrakIT installation.

To open it, select System > Request Management.

To open a request, select its row. It opens on the Request page, which has its details, its comments, files and photos, and the buttons that move it from one status to the next.

If you don’t have a TrakIT user yet, you can’t raise a request here: ask for access from the sign-in page instead. See Request access.

How a request moves along

1. You create a request. It starts as a Draft, so that you can add files and photos and check it before anyone else acts on it.
2. You submit it. It is now Submitted: waiting for the support team.
3. The support team works on it: In Progress, and if needed On Hold, or Pending Info when they need more information from you.
4. When the work is done, the support team sets it to Completed. You check the result, then close it with Close Request, or send it back with Review if something is not right.
5. Once closed, the request is Closed and locked. A request can also end as Cancelled, with a reason.

TrakIT emails you each time someone changes the status of your request, and posts a line in its comments. A Completed request closes by itself once there has been no comment on it for 7 days. Every Monday, you also receive a summary of your open requests. For the details, see Life cycle and Emails on the Request page.

Choose whose requests you see

The list at the top of the page chooses the requests:

• My Requests Only: the requests you created.
• All Requests: the requests of all users. The Created By filter then appears, to narrow the list to some users.

TrakIT remembers your choice, the tab and the filters for the next time you open the page.

Tabs

There is one tab per status, plus All. Each tab shows how many requests it holds, for example Submitted (3), and is faded when it holds none. The counts follow your choice of My Requests Only or All Requests, but ignore the filters.

Switching tabs clears the filters.

All

All the requests, whatever their status. This tab adds a Status column to the list, and a Status filter to choose the statuses to include. The Release Build column is shown too.

Drafts

Requests that have been created but not submitted yet. Only their owner (and a system administrator) can change, submit, cancel or delete a draft. A request also comes back here when it is reverted to draft. See Submit a request.

Submitted

Requests sent to the support team and waiting to be picked up. This tab lists them by Priority, then newest first. While a request is submitted, its owner can still take it back with Revert to Draft.

Only five requests of the same type can be in Submitted status at a time, across all the users of your installation. If five are already waiting, submitting another one of that type fails with a message that says so: wait until the support team has picked one up.

In Progress

Requests the support team is working on.

On Hold

Requests the support team has paused.

Pending Info

Requests where the support team needs more information from you before work can continue. Open the request, read the latest comment and reply with a comment. The weekly summary email reminds you of these requests.

Completed

Requests the support team has finished. This tab shows the Release Build column. If you own the request, check the result and close it with Close Request, or post a comment saying what is wrong and select Review. See Check a completed request.

A completed request closes automatically once there has been no comment on it for 7 days.

Review

Completed requests that their owner has sent back to the support team, because something is not right.

Closed

Finished requests: closed by their owner, by the support team, or automatically 7 days after the last comment on a completed request. This tab shows the Release Build column. A closed request is locked: no comments, files or photos can be added to it.

Cancelled

Requests that were withdrawn or declined. This tab adds a Cancellation Reason column. A cancelled request is locked: no comments, files or photos can be added to it.

Find a request

1. Select Filters to open the filter panel, if it is closed.
2. Enter or select the filters you need.
3. Select Search.

The number of matches appears above the list, for example 12 Found. Reset clears the filters.

Filter	Finds
ID	One request, by its number: enter 12 or TR0012.
Title	Any part of the title.
Request Type	One type of request, or — All —. See Request types.
Status	On the All tab only: the statuses to include. The check icon selects all or none.
Created By	With All Requests only: the users who created the requests. The check icon selects all or none.
Tags	Requests with the selected tags. [No Tags] includes requests without tags.

The list

The list shows 20 requests per page, newest first (by Priority on the Submitted tab). Select a row to open the request.

Column	Shows
ID	The request number, for example TR0012.
Title	The title of the request.
Status	On the All tab: the status.
Type	The request type.
Module	The part of TrakIT the request is about, or -.
Priority	Its priority, from 1 (high) to 5 (low), or blank if it has none.
Release Build	On the Completed, Closed and All tabs: the TrakIT release that includes the change, once the support team has filled it in.
Cancellation Reason	On the Cancelled tab: why it was cancelled.
Created By, Created	Who created it, and how long ago.
Last Action	The last thing done to the request, for example Request Status Changed or Comments Added.
Last Action By	Who did it, and how long ago. [System] for something TrakIT did by itself, such as closing a completed request.

Create a request

1. Select Create.
2. Enter a Title: a short summary of the request, up to 200 characters.
3. Choose the Request Type. See Request types.
4. Choose the Module (Optional): the part of TrakIT the request is about, for example Work Orders or Invoice.
5. Choose a Priority (Optional), from 1 - High to 5 - Low, if you want to rank it among your requests.
6. In Details, describe what you need. You can format the text, and add links, tables and images: paste a screenshot straight into the box.
7. Read the Terms & Conditions below the box.
8. Select Create.

The request is created as a Draft and opens on the Request page. There you can add files and photos, change it if needed, then submit it: see Submit a request. Nobody else acts on a draft.

The Terms & Conditions ask you to keep to one task per request, to give as much context as possible, and to rank your requests, as only a limited number can be submitted at a time. They also say that submitting a request does not guarantee that it will be done, or when.

Title, Request Type and Details are required. TrakIT says Title is required, Request Type is required or Detail is required if one is missing. A title can’t start with =, + or @, or contain something that looks like an HTML tag (Title has possible html tags or disallowed text).

Request types

Type	Use it for
Support Request	Help with TrakIT: a question, or a problem that is not a bug.
Access Request	Access to TrakIT or to a part of it.
Feature Request	A new feature or an improvement.
Custom Development	Development made for your company.
Integration Request	A link between TrakIT and another system.
Bug / Issue Fix	Something in TrakIT that does not work as it should.

Who can use this page

Everyone who signs in to TrakIT can open this page and see the requests: it needs no permission. External (portal) users can’t open it. Creating requests needs a permission in the Request Management section:

Permission	Allows you to
Create	Create requests with Create, and change your drafts.
Submit	Not used by the page: the owner of a draft can submit it without it. See Roles and permissions.

System administrators can do everything. What each user can do on a request, depending on whether they own it, is described on the Request page.