Request

The Request page shows one request to the TrakIT support team: its details and status, the buttons that move it to its next status, and tabs for its comments, files, photos and action log. The comments are where you and the support team talk about the request.

To open a request, select its row on the Request Management page, or the link in an email about it. A new request opens here as soon as you create it. The title shows the request’s number, for example Request TR0012.

The top of the page

◄ Requests goes back to Request Management.
The arrows next to it (Previous Request and Next Request) open the request with the previous or next number.
The share icon (Share Request Link) shares or copies the link to the request. The link needs a TrakIT sign-in.
Print PDF downloads the request as a PDF named after its number, for example TR0012.pdf. See Print a request.
Tags label the request, to find it later with the Tags filter of Request Management. To add one, type a tag of at least 3 letters or numbers, without spaces, in Add a Tag and press Enter; to remove one, select the cross next to it. The request’s owner and system administrators can change tags, whatever the status.

Details

The details show what the request is about. On a cancelled request, they have a light red background.

Field	Shows
Title	The title. The copy icon (Copy Title) copies the number and the title, for example TR0012 - Printing labels.
Status	At the right: the request’s status.
Request Type	The type of request.
Module	The part of TrakIT the request is about, or -.
Priority	The priority, from 1 (high) to 5 (low). Only if it has one.
Release Build	The TrakIT release that includes the change, once the support team has filled it in.
Created By, Created On	Who created the request, and when.
Cancellation Reason	Why the request was cancelled. Only on a cancelled request.
Detail	The description of the request, with its formatting, lists, links, images and tables; anything else in it, such as embedded content, is left out. A detail written as plain text keeps its line breaks. Drag the bar under the box to make it taller or shorter.

Members of the TrakIT support team also see Support Fields, with their own information about the request.

Change a draft

While a request is a draft, its owner or a system administrator can change it.

Select the pencil icon (Edit).
Change the Title, Request Type, Module, Priority or Detail.
Select Save.

Cancel leaves without saving. Once a request is submitted, only the support team can change it: post a comment instead, or take it back with Revert to Draft while it is still Submitted.

Life cycle

Status	Means	What comes next
Draft	Created, not submitted yet. Nobody else acts on it.	The owner submits, cancels or deletes it.
Submitted	Waiting for the support team.	The support team picks it up. Until then, the owner can take it back with Revert to Draft.
In Progress	The support team is working on it.
On Hold	The support team has paused it.
Pending Info	The support team needs more information from the owner.	The owner replies with a comment.
Completed	The support team has finished.	The owner checks it and closes it, or sends it to Review. Otherwise it closes by itself 7 days after the last comment.
Review	The owner has sent it back, because something is not right.	The support team looks at it again.
Closed	Finished.	It stays as it is, unless the support team re-opens it.
Cancelled	Withdrawn by its owner, or declined, with a reason.	It stays as it is, unless the support team re-opens it.

The support team moves requests through In Progress, On Hold, Pending Info and Completed, and can also cancel, close or re-open them. A closed or cancelled request is locked: no comments, files or photos can be added, and the files, photos and comments can no longer change.

Each time someone changes the status, TrakIT:

adds a line to the comments, for example Status changed to Submitted by Jane Doe, with the reason for a cancellation;
writes Request Status Changed in the action log;
emails the owner: see Emails.

The buttons below the details depend on the status and on who you are. Most ask you to confirm first.

Submit a request

A draft shows This request is currently in Draft status. Please submit the request once you are ready. Before you submit it, check the details and add any files or photos the support team will need.

Select Submit.
Select OK to confirm.

The request is now Submitted. 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 fails with a message that says so: try again once the support team has picked one up.

To take back a submitted request that the support team has not picked up yet, select Revert to Draft. It becomes a draft again, which you can change, submit again, cancel or delete.

Cancel or delete a draft

Cancel keeps the request, as Cancelled, with a reason. Select Cancel, enter the Cancellation Reason (required, up to 500 characters) and select Confirm. The Cancel next to Confirm closes the reason box without cancelling.
The trash icon (Delete) deletes the request for good, with all its comments, files, photos and tags. This cannot be undone. Only drafts can be deleted.

Reply to a request pending information

When the support team sets a request to Pending Info, they need something from you. Read their latest comment, then post a comment with the answer, adding files or photos if needed. The support team then moves the request on.

Check a completed request

When the support team sets a request to Completed, check that the change works as you asked.

If all is well, select Close Request. The request is Closed.
If something is not right, first post a comment saying what, then select Review. The request goes back to the support team, as Review.

If you do neither, the request closes by itself: every day, TrakIT closes the completed requests on which nothing has been posted in the comments for 7 days. Any comment counts, including the line TrakIT adds when the status changes, so posting a comment keeps the request open for 7 more days. The comments then show Status changed to Closed as no comments received for 7 days. No email is sent for an automatic close.

Emails

TrakIT sends these emails about requests:

Status changes: each time someone changes the status on this page, the owner receives an email titled with the number and title of the request, for example Request TR0012 - Printing labels. It gives the new status, the reason for a cancellation, a link to the request and its detail. Your installation’s system administrators receive a copy (BCC). The email is sent for your own changes too, such as when you submit a request, and goes only to an active user with an email address.
New comments: to the comment recipients who have subscribed to these notifications. See Who is told about new comments.
Weekly summary: every Monday, the owner of any request that is not Closed or Cancelled receives a Request Management Summary. It lists their open requests, drafts included, with each one’s status and since when, when it was submitted, and its last update. It reminds them of the requests that are Pending Info (waiting for their reply) and Completed (to check and close), and ends with View your requests, a link to Request Management. Times are in the owner’s time zone. Owners whose user is locked or has no email address are left out.

Print a request

Print PDF downloads a copy of the request with:

its number, title, status and fields, with the dates it was submitted and completed, and its tags;
its detail;
its photos, and the list of its files that are not cancelled, with the image files shown below the list;
all its comments, oldest first, with the lines TrakIT added. A spoken comment shows as Audio comment.

Images in the detail and the comments are included if they were pasted or added in the editor; images linked from elsewhere show as [Image not available]. The PDF ends with who printed it, and when.

Comments tab

The Comments tab holds the conversation about the request. TrakIT also adds a line, in small grey text, when the status changes and when a recipient is added or removed. The page opens on this tab.

The count at the top counts the comments people posted, not TrakIT’s lines.
Sort shows the newest or the oldest first; Show shows only comments with one status.
Each comment has a status: Active, Pending, Resolved or Cancelled. The request’s owner and system administrators can select the status to change it.
Select the expand icon to read a long comment full screen.

To post a comment, select Add…, write the comment and select Post. You can format it and add links, images and tables. To record a spoken comment instead, select the microphone button, then Start Recording, Stop and Post. A recording can last up to 5 minutes. If the page has been open for more than a day, the recording is not posted, and TrakIT says You do not have permission to add comments here. Please reload the page and try again. Reload the page and record it again.

Anyone who can open the request can post comments, until the request is Closed or Cancelled.

The owner and system administrators can delete their own comment within 30 minutes of posting it, if it has not been emailed yet and their role has the Delete Comment permission in the Work Orders section.

Who is told about new comments

Comment Recipients lists the users who are told about new comments. The owner is added when they create the request, and anyone who posts a comment is added too.

A recipient is notified only if they have subscribed to Comment Posted, under Requests on the General tab of Notifications: by email, by chat or by the other channels they chose there. Whoever posted the comment is not notified of their own comment, but gets a copy of the email sent to the others.

Anyone who can post comments can change the list:

To add a user, select Add, choose the user in Add New User and select Add User. The list offers the active users with an email address who have subscribed to Comment Posted for requests.
To remove a recipient, select the red cross next to their name.

Files tab

The Files tab lists the files added to the request, such as documents or exported data, with their title, file name, size and who uploaded them, and how long ago. Cancelled files are shown in red. Select the icons to download, preview or print a file.

The request’s owner and system administrators can add and change files until the request is Closed or Cancelled:

Select Add Files.
In Upload Files, enter a File Title if you want one. Without a title, each file is titled with its file name.
Drag the files onto the box, or select Select File(s). The upload starts at once.
Select Close.

Each file can be up to 20 MB, of the types listed in the popup. If the page has been open for more than a day, the upload stops with You do not have permission to add files here. Please reload the page and try again. Reload the page and add the files again.

To change a file, select its pencil (Modify Document). In Modify File, change the File Title, or turn on Cancel Document to cancel it, and select Update. To delete the file, select the cross at the bottom left (Delete File), then confirm.

Media tab

The Media tab shows the request’s photos, such as screenshots, with their titles, who added them and when. Select a photo to see it full size, and use Search Title to find photos by title.

The request’s owner and system administrators can add and change photos until the request is Closed or Cancelled:

Select Add Photos.
In Upload Photos, drag the photos onto the box, or select Select Photo(s). The upload starts at once.
Select Close.

Photos can be jpg, jpeg, png or tiff files, up to 20 MB each. Each photo is titled with its file name. To take a photo with your device’s camera, select Take Photo. As with files, if the page has been open for more than a day, the upload stops with You do not have permission to add files here. Please reload the page and try again. Reload the page and add the photos again.

To change a photo’s title, select the title. In Modify Title, change the Title and select Update, or select the delete icon at the bottom left (Delete Photo) to delete the photo.

Action Log tab

The Action Log tab lists what was done to the request and when: its creation (New Request), changes (Request Updated, with each changed field), status changes (Request Status Changed), comments, tags, file and photo changes, downloads and more. Use Search to find a user, action or value, and Show Page Loads to include page views. Select Export to download the log as an Excel file. How long the log is kept depends on your installation’s data retention policy.

Who can use this page

Everyone who signs in to TrakIT can open a request from Request Management: read it, its comments, files, photos and action log, download its files, print it, and post comments until it is Closed or Cancelled. External (portal) users can’t open it.

Who	Can
The request’s owner (the user who created it) and system administrators	Change, submit, cancel and delete it while it is a draft; take it back with Revert to Draft while it is Submitted; close it or send it to Review once it is Completed; add, change, cancel and delete its files and photos, and change the status of its comments, until it is Closed or Cancelled; change its tags at any time.
The TrakIT support team	Move it through the other statuses, and keep their own information about it.

Changing a draft also needs the Create permission in the Request Management section. Deleting your own comment also needs the Delete Comment permission in the Work Orders section.