Tracking

Introduction

When larger teams are working together to resolve issues, it is important to have a way to track the progress of the issue. This is where the Tracking feature comes in.

Tracking is a powerful feature that allows us to connect Tickets and Room Checks to our various integrations.

Important: There is a critical distinction between Tickets and Room Checks when it comes to Tracking. Because Room Checks happen at a specific time and are not ongoing, when a Device, Zoom Room, etc. is added to them it is only for documentation and note-taking purposes. There will be no visual indicators on the integration itself unless the Room Check is a "Fail" and is escalated to a Ticket.

Example Usage

A device has just gone Offline in the Devices module. We have investigated and have determined that the issue cannot be resolved at this time and that we need to create a ticket.

Option 1: Device Panel

Create a ticket directly from that device via the Create Ticket button in the device details panel:

Option 2: Ticket Panel

Create a ticket first and then add the device to it using the Device tab in the ticket.

Outcome:

Now the device that is Offline will move to Tracking in the Devices tile.

The device will also now show a ticket indicator in the Devices table.

When To Use Tracking

Tracking integrations against Tickets and Room Checks should be done as much as possible. Here are some examples of when you might want to use Tracking:

Network Interface Card Failure

A device's network interface card has stopped working. You have contacted the manufacturer and they have sent you a replacement. You can create a Ticket for this and add the device to it. The ticket will then stay open until the replacement is installed. The tracking status will be lifted when the ticket is closed.

iPad Disconnected

An iPad's battery life is struggling and every day as people leave it on the table you have to go through and reconnect it or it will die. You can create a "Found and Fixed" Room Check for this and add the iPad and Zoom Room to it. This will allow you to see the history of the iPad's Room Checks in the iPad's Device's or Zoom Room's panel.

Maintenance Windows

You have a building that is going to have a power shut down for maintenance. You can create a Ticket for this and add all the devices that will be affected to it. Then when the power is shut down your team can easily see what devices are affected and how long the maintenance window will be.

Viewing Tracking History

When selecting an item in a module's table, such as a device, you will see any open tickets that are currently Tracking that item. You can then select the Tickets or Room Checks tabs to see the Tracking history. Seeing all of the Tickets and Room Checks that have been tracked against an item can help reveal patterns and trends in your environment.

Tracking Healthy Items

It is important to note that healthy items can also be tracked. This is useful for tracking an item that is having intermittent issues. A healthy item will not show up as Tracking in the integration's tile but it will have a ticket indicator in the table.

Conclusion

Tracking is a powerful feature that allows us to connect Tickets and Room Checks to our various integrations. This allows us to see the history of an item and to see patterns and trends in our environment. It is important to track as much as possible to ensure that we are keeping a good record of our environment.