Track-It! 11 Field Name Track-It! 2018/2019 Field Name Content
Populated automatically with the date and time the record was last modified and saved Expected Response Date Expected Response Date & Time Populated automatically by SLA or Priority selection Date Responded Responded Date & Time Date and Time the Technician Responded to the Ticket Responded By Responded By Technician Technician who Responded to the Ticket
The one big difference in Track-It! 2019 is how the entry of the Responded Date & Time and the Responded by Technician works. These fields are populated automatically by the system when the responding technician clicks the Actions menu button (looks like a lighting bolt) in the Ticket and selects the Responded option.
In Track-It! 11, we tried to predict when a technician had responded based on certain fields changing, notes entered, the type of note, an email sent, etc. but every customer had different opinions on which fields should be entered or what actions should be taken to consider the ticket "Responded To". There was also no way for a technician to simply mark the ticket as responded if they needed. In Track-It! 2019, the technician simply uses the menu option to mark the ticket as responded when they actually respond (as defined by their company).
Which version of 2019 are you on? 01. 02. or 03?
Hi, Chris- I am on 20.19.02 and currently testing 20.19.03 which goes into production on the 18th.