Track Software Issues, Customer Calls, Bugs, Email Notifications, Reporting, more!
TrackStar Item Tracker is a comprehensive and affordable bug tracking software for managing and tracking software defects, call management, customer issues, work orders, or virtually any item that needs sophisticated tracking and reporting. The system is 100% web based, and can be deployed as an in-house solution, or hosted by Internal Systems. Either way, all you need is a browser to run the software!
Central to item tracking is the notion of ownership. Through ownership, items never fall through the cracks. When items are initially entered into the system, they can be manually assigned, or assigned through a configurable routing table. When assigned, the owner is optionally informed through email. The employee would then work the item, and either close it, or send it to another employee for verification or ownership.
TrackStar supports direct assignment of items, and also referral of items. Both features are enabled through the security profile. Assigning items is typically done by management. This is a forced change of ownership. Item Referral is done when an employee thinks that the item should be worked by someone else. This requires that the targeted employee claim the item to affect the transfer. Item ownership history is tracked by the system.
Items can be placed into a queue where a group of employees have ownership. Employees can monitor the queue, and "claim" items when they wish to take ownership. Items can be associated with customers and contacts. The system provides for capturing information about the item initiator, such as name, address and phone. When integrated with the Project Management module, items can also be associated with projects.
As items are worked, employees enter notes to describe activities taking place. This becomes the historical view that shows work completed, knowledge gained, etc. When an item is transferred to another employee, these notes become an invaluable resource. Since everything is captured, transfer is smooth and efficient.
The Reporting system gives management the views needed to manage and monitor the item backlog. Reports are provided that show item aging, and statistical reports that show items created versus items closed.
No matter what you call it...Bug Tracking Software, Defect Tracking Software, Call Tracking Software, or Issue Management Software: TrackStar can do the job for you!
TrackStar Item Tracker can be used as a standalone solution, or can be integrated into a more robust Time and Project Tracking system. ISC makes it easy to add additional modules or users later. A link at the bottom of this page will take you to other product description pages.
The sections that follow describe features of TrackStar Item Tracker, and shows sample screens to help you understand its' capabilities.
- Getting Started
- Item Selection
- Item Search
- Item Maintenance
- Other Fields
- Customer/Contact Tracking
- Item History
- Item Action
- Item Creation Wizard
- Product Maintenance
- Item Routing
- Email Created Items
- Email Notifications
- Item Backlog Report
- Aged Item Report
- Item Statistics Report
- Administration Tools
- Outstanding Support
- Software Attributes and Features
- Common Features, Benefits, Licensing
- Item Tracker Pricing
- Next Steps
You access TrackStar by clicking on a browser link. The system provides multiple levels of security and encryption, so your data is safe and secure.
Each employee logs on to TrackStar using their unique ID and password. Once signed on, a menu system is presented that reflects the capabilities that have been granted each user. Though simple to use, multiple levels of help are provided to assist users if needed.
The Item Selection form is a customizable view of the item database. Employees can set the form to display items owned by them, and to include queues that they monitor. The resulting display becomes their personal item work list, which is an efficient way to manage and work items.
The item tracking system also supports custom and complex searches of the item database. This is helpful when doing research, or searching for previous (similar) items.
The item display is customizable by each user, allowing for changing of column order, size, etc.
An item search tool is provided to create more complex searches. You can search for any field, and for values within free-form fields.
Once a search is created it can be saved for reuse. The custom search can be included in an employee's item selection view, providing tremendous flexibility.
Searches are often used to find similar items that have been worked in the past, to locate recurring issues, or find prior solutions.
The Item Maintenance form is used to create and maintain items. The Summary tab displays general information, such as the short description and various filing keys.
The notes display, in the lower half of the screen, is usually used to track progress or actions. Each note is time-stamped by user, so a permanent record of actions exist. The search tool can search through notes to locate previously worked items.
A tool is provided to create your own custom fields to be maintained with each item. These fields are displayed on the Other tab. Use this form to capture data that is specific to your business.
In addition to this level of tailoring, ISC offers customization so that Item Tracker can be tightly matched to your business needs.
This item tracking software is powerful, flexible, and affordable!
You can identify the originator of an item, by specifying a customer and/or contact name. A database of customers and contacts can be created for future selection.
Once items are related to customers or contacts, you can pull reports organized by either key. This makes it easy to see what is outstanding for a given customer.
The History tab is used to view assignment history for the life of an item. You will see when the item was created, and every status or ownership change throughout its lifetime.
The Action tab is used to perform assignments and other actions. The actions available depend on your security profile. You can assign items, refer them, close them, etc.
Each time an action is performed, it is logged in the history database for historical tracking.
You are able to specify closing reason or classification, to facilitate management reporting. Whenever actions are performed, a comment can be included which is saved as a note.
Item Creation Wizard
Items can be created using the Item Wizard, which is an optional tool that steps you through the creation process. This tool is advantageous for help desk people or anyone who requires a more structured entry flow. The job steps provided with the wizard are customizable, so the flow can match your business processes.
A Product Maintenance tool is provided that allows you to create a table of products. You can then associate items with a product, and perform routing based upon the product selected when items are created.
This facility makes it easy to relate items to products, and to report based on product selection.
The Item Routing tool is a powerful way to automatically route items when they are created. The routing table is a rule set that makes assignments based upon various criteria. For example, you could route all "defects" to the development queue, and route all items for a specified customer to a certain product manager.
Item routing ensures that items are assigned to the proper person.
Email Created Items
TrackStar can be configured to interface with your email system for item creation. You define a mailbox to monitor, and TrackStar automatically reads received emails and creates items automatically. Once created, the item is automatically routed to an appropriate person based upon routing rules.
This makes it easy to offer a web based interface for creating service requests by your customers.
The email interface is also used for notifications. You can configure the system to send an email whenever an item is assigned or closed. This makes it easy to keep up with your item backlog, and to keep employees aware of all item assignments.
Item Backlog Report
This report shows a statistical view of the item database. It provides counts by type, priority, customer, employee, and various other categories. It provides a quick snapshot of what is outstanding, and keeps management informed.
All reports in TrackStar are exportable to Excel for further manipulation or storage.
Aged Item Report
This report shows open items by age. It is used by management to monitor items that remain open for too long.
While TrackStar provides many useful reports, it also includes a built-in report writer that you can use to develop your own custom reports.
Item Statistics Report
This report shows the number of items created and closed each week. It gives a view of your item backlog, and shows progress against outstanding items.
TrackStar includes a robust set of administration tools to help you configure and tailor the system. You use the admin tools to load and maintain employee, department, and various other data tables in the system. It also includes a scheduling tool that can be used to generate background jobs or tasks, such as data extracts and reports.
Define your company's organizational structure.
Enter and maintain the employees who use the software.
|Group Maintenance||Create groups of departments for approvals and reporting.|
Create custom reports.
Setup jobs to run at preset intervals.
|Security Maintenance||Define employee access to system functions.|
System Preferences Maintenance
Setup operational preferences.
User Field Maintenance
Define custom fields to extend TrackStar.
User Code Maintenance
Enter coded fields for choice lists.
ISC provides world-class support for its software. When you have a question or problem, our staff provides the answers you need, when you need them.
For ASP customers, the support fees are built-in to the monthly fee. This includes updates, phone support, and periodic enhancements. For in-house customers, our support plan is required in the first year and optional thereafter.
|ASP Support - Included with ASP plan.|
|Annual Support - Offered to in-house customers.|
|Per-Incident Support - Provides support on a per-call basis.|
|Training Services - Administrative training for TrackStar.|
Item Tracking Software Attributes
- 100% web based software.
- Available as an in-house solution or as a hosted (SaaS) service.
- Scalable from a few users to thousands of users.
- Highly customizable through preference settings.
- Point-and-click interface makes learning easy.
- Comprehensive, affordable solution.
- Simple implementation, virtually maintenance free.
Item Tracking Software Features
- Customizable wizard for fast, easy entry.
- User defined fields and choice lists.
- Quick search by numerous keys.
- Savable advanced searches by compound keys.
- Customizable selection screens (add your own fields, order, etc.).
- Customer definable products, customers, contacts, etc.
- Tracks item assignments and referrals.
- Unlimited notes can be attached to items.
- Attach files of any type.
- Interfaces with your email system to notify employees of assignments.
- Excellent reporting.
Features Common to all TrackStar Modules
- Ability to automatically synchronize employee information with external systems.
- Ability to link to Active Directory for single logon (Hosted & In-house).
- Supports multiple cultures.
- Supports multiple web browsers.
- TrackStar is built using the latest Microsoft .Net technology. For in-house installs, it requires a Windows based server, with IIS and SQL Server. For ASP installs, the only thing required is a browser!
- Improves customer service (no items lost).
- Provides visibility into item backlog.
- Assists in managing people and processes.
- 100% web based. Nothing to install or purchase. Just load and go!
- Item Tracker ASP is installed in ISC's datacenter. You simply access the system from your browser, using a URL that has been registered for you. You pay a monthly ASP fee that includes support.
- Item Tracker In-House is installed in your offices. You pay a one-time license fee, plus an annual maintenance fee (required in the first year, optional thereafter).
Item Tracker Pricing
TrackStar Item Tracker is priced on a per Active user basis. An active user is one who has been entered in to the application and has the ability to log on. Employees who terminate can be marked inactive, and no longer consume one of your licenses.
A small number of administrative licenses are needed to perform setup and maintenance. Admin licenses are priced separately from Item licenses.
|>500||Please call||Please Call!|
Setup fees start at $250. Multiple training options are also provided.
All prices are subject to change without notice. Please ask for a quote on your specific configuration.
In-house price includes first year annual support.
- Fill out an information request form by following the Request Information link. A sales representative will contact you and can provide additional information, and pricing specific to your configuration.
- Request a demonstration so you can experience TrackStar first hand. ISC will guide you through the system, and point out its features and capabilities.
- Confirm configuration, pricing and obtain approvals.
- Review and execute our standard ASP or License agreement.
- Begin using TrackStar!
Learn about ISC
Learn about other ISC Products
Visit ISC's home page
ISC makes getting started fast and easy. A complete planning guide is provided to assist you with your data collection and policy definition tasks. Once information has been gathered, you use the administration functions of TrackStar to enter/import data. Excel templates are provided to help you organize your data and to simplify import. You can be up-and-running in a few days!