The issue submission process in Issuetrak is crucial for collecting, organizing, and presenting information effectively. Proper configuration of this process ensures that your workflows run smoothly and can adapt to the changing needs of your organization. This article provides guidance on setting up and maintaining your issue submission processes.
Step 1: Information Gathering
Before making any changes in Issuetrak, it’s essential to gather the necessary information. Consider the following steps:
- Plan Your Layout: Create a visual layout of the fields you want on your issue submission screen. This will help you identify additional information you may need to collect.
- Identify Required Fields: Certain fields are mandatory for creating issues, including:
- Organization: The submitter's affiliated organization, either primary or secondary.
- Enterer: The user entering the issue. This can refer to an agent submitting on behalf of another user or a user submitting on their own behalf.
- Submitter: The user submitting the issue.
- Assign To: The Agent or Agent Group assigned the issue.
- Issue Type / Subtypes (Subtypes are only applicable when they are enabled): The various categories and subcategories of issues you need to track.
- Subject: A brief description of the issue.
- Description: A detailed description of the issue.
- Severity (Only applicable when SLAs are enabled): The level of impact of an issue.
- Location (Only applicable when Locations are enabled): Typically, the area where the submitter and/or problem is located.
- Assess Additional Needs: Determine if you require extra configuration or information to enhance the user experience. Consider the following:
- Are different forms needed for the types of issues? Keep in mind that only top-level issue types determine which issue form is used. Any subtypes under a top-level issue type must share the same issue form as their parent issue type.
- What additional information fields will be needed or required for resolution and reporting of issues?
- Is form text needed to give information or directions to your submitters?
Step 2: Configuring Your Submission Screens
Once you’ve gathered all the necessary information, you can begin configuring your issue submission screens in Issuetrak. This process may include:
- Adding fields based on your organization’s requirements.
- Organizing the fields on forms using section headers and form text.
- Assigning issue forms to your corresponding issue types.
- Setting up workflows that dictate how submitted issues are handled.
Step 3: Ongoing Maintenance
As your organization evolves, so should your issue submission processes. Regularly review and adjust your configurations to meet new needs. Consider the following:
- Are there new fields or data points that would improve your workflow?
- Is the current layout still effective for users?
- How can you enhance the overall user experience based on feedback?
Terminology and Functionality
| Term | Description |
|---|---|
| Pre-Submit Form | If enabled, when a user clicks on "New Issue" a simpler submission screen appears that will ask the user for basic information and to select an Issue Type or Template, based on the setting selected. |
| Issue Types | Descriptive categories such as Product Support, Customer Relations, Shipping, IT, Operations, Administration, etc. |
| Subtypes | Detailed sub-categories of specific issue types and higher-level subtypes. |
| User Defined Fields | Custom fields that can be added to Issuetrak by administrators to allow additional information to be provided. |
| Issue Forms | Allows you to customize the information displayed on different Issues Types, as well as the required fields that apply to those Issues Types. |
| Issue Templates | When an issue is submitted, Templates will 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. |
Issue Submission Methods
Gathering the necessary data to resolve and report on issues can be time-consuming, leading to frustration for both submitters and agents. Properly configuring Issuetrak for submissions is essential to streamline the resolution process and enhance overall service quality. This section outlines the available submission methods and best practices to ensure a smooth and informative submission experience.
Submitters have several ways to report issues. Below are the methods, along with their advantages, disadvantages, and best practices.
Portal Submissions
Submitters log into the Issuetrak portal and fill out the appropriate submission form based on the issue type or template they select.
Pros:
- Custom Forms: Tailored to guide users in providing necessary information.
- Required Fields: Ensure critical data is collected before submission.
- Form Text and Tool Tips: Provide helpful messages and directions throughout the form.
- Issue Templates: Pre-fill certain fields and initiate predefined workflows upon submission.
- Pre-Submit Form: A simplified initial screen that prompts users to select issue types or templates.
Cons:
- Authentication Required: Users must log in to the portal, though domain authentication can streamline this process.
- Time-Consuming: Submissions may take longer compared to other methods.
Best Practices:
- Use well-structured forms for a user-friendly experience.
- Maintain uniformity by placing common fields in similar locations across forms.
- Incorporate section headers and helpful form text for clarity.
Email Submissions
Submitters send emails to a designated inbox configured to process issues into Issuetrak.
Pros:
- Ease of Use: Sending an email is simple for users needing assistance since they don’t need to log in to the portal.
- Multiple Mailboxes: Helps categorize and triage issues based on the mailbox used.
Cons:
- Incomplete Information: Lack of required fields can lead to incomplete submissions, necessitating follow-up communication.
- Duplicate Issues: Variations in subject lines can create duplicate entries.
- Spam Risks: Unwanted submissions can occur, though keyword filters can help mitigate this.
Best Practices:
- Utilize multiple email addresses for efficient issue triaging.
- Educate users on providing complete information when submitting via email.
Webform Submissions
Users fill out an HTML form that sends data to a server for processing.
Pros:
- Custom Forms: Similar to portal submissions, providing necessary guidance.
- Required Fields: Ensure critical information is collected.
- Unauthenticated Access: Users can submit issues without logging in.
Cons:
- Open Access: Anyone with the webform URL can submit issues, which may lead to spam.
- If the webform submits issues via the API, limitations exist, such as Issue Templates not being applicable to issues.
- If the webform submits issues via Incoming Email, the submitter of the issue will always be the user account associated with the webform’s email address instead of the user account of the submitting user.
Best Practices:
- Limit access to the webform URL to authorized users when possible.
Phone, In-Person, or Personal Email Submissions
Submitters report issues via phone calls, in-person interactions, or personal emails.
Pros:
- Accessibility: Ideal for users who may struggle with technology.
- Personal Touch: Direct interactions can enhance customer service.
Cons:
- Agent Dependency: Only agents can submit on behalf of users, which may create bottlenecks.
- More time-consuming for the agents who will be submitting issues on behalf of the users.
Best Practices:
- Ensure agents are trained to gather complete information during interactions.
API Submissions
External applications can push data into Issuetrak for issue submission and updates.
Pros:
- Automations: Trigger actions in Issuetrak based on events in other systems.
- Integrations: Streamline data across various platforms.
Cons:
- Developer Involvement Required: Configuration must be handled by a developer.
Best Practices:
- Collaborate with development teams to ensure seamless API integration.
Closing Thoughts
Providing a straightforward submission process is crucial for delivering excellent customer service and reducing frustration for all users. Understanding the available submission methods and their respective best practices can facilitate a smoother adoption of new processes. Offering multiple submission options empowers submitters with choice and convenience.
