About Quick Picks

Quick Picks are issue submission templates you create for commonly addressed issues. They allow you to pre-define appropriate information and values for those issues, such as the Subject, Description, Issue Type, Subtype, Priority, Email Distribution List, Attachments, etc. They also allow you to pre-define the necessary workflows involved, such as the Assigned To, Next Action, Tasks, etc.

While users may still change or add information as they submit a Quick Pick, its base template helps ensure the same kind of issue—no matter which user submits it or which Agent works it—generally has the same or similar values and processes in place. Each Quick Pick is also a valuable time-saver, reducing the input required from users, as well as much of the inaccurate or inconsistent input that must be updated by your Agents.

There is no limit to the number of Quick Picks you can create, nor any limit to the specific functions or business units they might serve. Every issue routinely submitted through your system (e.g. change requests, maintenance requests, HR actions, computer or printer problems, etc.) may be turned into a Quick Pick. However, each Quick Pick added to your system may not be seen by every user, depending on their permissions and/or memberships within specific Groups or Organizations.

For example, you might create a New Employee Quick Pick that populates with
•   an Administration Issue Type,
•   Employee Subtype 1,
•   Standard Priority.

It also includes these Tasks pre-assigned to the proper user or group:
•   Perform Orientation<
•   Submit Benefit Forms
•   Add to AD
•   Configure PC
•   Setup Email
•   Setup Phone
•   Order Business Cards
•   etc.

You could then make it Private and Restricted To your Managers and HR Groups so that only high-level (i.e. permitted to view Private Quick Picks) Managers and HR personnel can see this template in their Quick Pick options.

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Quick Picks within your system.

Only users with Can view and select from Quick Picks when submitting issues can see Quick Pick options on an issue. Only users with Can view and select from Private Quick Picks when submitting issues can see any Private options. More importantly, if any Group or Organization Restrictions have been added to a Quick Pick, only members of the designated Groups and Organizations can see that particular option.


Please note that the video below contains navigation steps that apply to versions prior to Issuetrak 14. The actual use of the features depicted remains largely unchanged.


 

Adding Quick Picks

An Email Distribution List and Organization/Group Restrictions can be added to a Quick Pick (from the Edit screen) only after it is saved.

  1. Click the gear icon in the upper right > click Quick Picks beneath Issues > click Add on the right context menu.
  2. Enter a name that will help permitted users to easily determine when to select this Quick Pick.
  3. (Optional) Set the display order for this Quick Pick.
  4. (Optional) If you want only users with Can view and select from Private Quick Picks when submitting issues permissions to see this Quick Pick, select Private.
  5. (Optional) Enter the Subject.
  6. (Optional) Enter the Description.
  7. Select the Issue Type.
  8. Select/Enter any other appropriate field values or information.
  9. (Optional) Use the Task Manager to add any relevant Tasks.
  10. (Optional) Select Include Attachment(s) if you need to add supporting documents.
  11. Click Save.

A confirmation message will appear when this process is complete.

If you selected Include Attachment(s), the Attachments screen will open. From there, click Browse to locate your file(s), then click Save after you have located the necessary file(s).


 

Editing Quick Picks

  1. Click the gear icon in the upper right > click Quick Picks beneath Issues.
  2. Click edit next to the Quick Pick you are modifying.
  3. (Optional) Before making any other changes on the Edit Quick Pick screen, use the View/Maintain Distribution List link to add or change member settings on this Quick Pick’s Email Distribution List.
  4. (Optional) Use the add and remove links in the Restrict To section to modify which Groups and/or Organizations are allowed to view and select this Quick Pick.
  5. Make any other changes on the Edit Quick Pick screen as needed.
  6. Click Save.

A confirmation message will appear when this process is complete.


 

Copying Quick Picks

  1. Click the gear icon in the upper right > click Quick Picks beneath Issues.
  2. Click copy next to the Quick Pick you wish to copy.
  3. The copy will load on the Clone Quick Pick edit screen.
  4. Make any modifications desired.
  5. Click Save.

A confirmation message will appear when this process is complete.


 

Deleting Quick Picks

  1. Click the gear icon in the upper right > click Quick Picks beneath Issues.
  2. Click del next to the Quick Pick you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.


 

Searching Quick Picks

  1. Click the gear icon in the upper right > click Quick Picks beneath Issues.
  2. Enter your search criteria using the Search fields at the top of the screen.
  3. Click Search.

You can now peruse the search results or refine your search using the parameters above.