NetResults Tracker Frequently Asked Questions (FAQ)
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General
- What is the latest release of NetResults Tracker (formerly ProblemTracker)?
- What is the difference between NetResults Tracker and ProblemTracker?
- Can my customers report bugs over the Internet?
- Can users access NetResults Tracker over the Internet?
- How is a "user" defined as far as licensing is concerned?
- What does "PRN" stand for?
- Does NetResults Tracker support Oracle or SQL Server databases?
- Does NetResults Tracker support Desktop versions of Windows (Windows 7, Windows 8, Vista, XP, etc.)?
- Can I import and/or export NetResults Tracker data?
- Where can I get pricing, order, and support information?
- How can I be notified about new NetResults Tracker releases or urgent product information?
- Do you have phone support?
- What kind of SQL Server license do I need?
- What kind of templates does NetResults Tracker include?
- How can I submit an enhancement request or feedback about NetResults Tracker?
- How can I report a bug or issue with NetResults Tracker?
- What do I enter for the required fields when I submit an Enhancement Request or feedback about NetResults Tracker?
What is the latest release of NetResults Tracker (formerly ProblemTracker)?
The latest version of NetResults Tracker is 6.7.3. To see a list of features in this version, click here. You can try Tracker version 6.7.3 by requesting a personal live trial for your own use. In order to download the software, you will need a current Software Updates and Support (SUS) subscription. To receive notification about new NetResults Tracker releases via email, click here to sign up on the NetResults Tracker Release Announcements Mailing List.
What is the difference between NetResults Tracker and ProblemTracker?
The product ProblemTracker has been renamed to be "NetResults Tracker" as of Version 6.0.0. They are both the same product.
Can my customers report bugs over the Internet?
Yes, NetResults Tracker offers a customizable web page you can include in your web site that allows your customers to enter issues via an online form. See Submit via Web Page for Unregistered Users.
Can users access NetResults Tracker over the Internet?
Yes, NetResults Tracker is a standard web application and as such it is visible to any browser that can access the web server. It is recommended that if you do expose NetResults Tracker to the Internet, that you apply a level of security on the NetResults Tracker pages using your web server. Since NetResults Tracker is simply a set of web pages that sits behind the web server, you can apply any security to NetResults Tracker that you apply to your web server (domain filtering, port number, authentication, etc.). Filtering by IP Address can be configured within Tracker itself. Information on setting up security on your web server using authentication can be found in the following section of our help file Adding a Workgroup.
How is a "user" defined as far as licensing is concerned?
For all licenses (static, floating, and restricted) only one user may be logged in to NetResults Tracker per license. Static and restricted licenses are defined as one user account (user ID) for each license purchased. Only one user can login to the system with this particular user ID. A floating license is defined as up to 10 user accounts for each license purchased. Only one user per floating license can login to the system at a particular time.
Static licenses are typically used for users who regularly use NetResults Tracker and therefore must be guaranteed access at any time (can never be denied access because too many users are already logged in). Floating licenses are typically used for infrequent users if it is acceptable that they may not be able to login to the system some of the time (as all floating licenses may be in use). Restricted licenses are typically for external users (customers, vendors, partners) that only need to submit and track tickets they have added to the system.
The following system defined users do not count as users with respect to your number of licenses: Admin, TBD, Inet.
For more information, please review the NetResults Tracker License Agreement.
What does "PRN" stand for?
"PRN" stands for Problem Report Number, and is just a term used to describe a particular record. This name can be changed by you in the Fields section.
Does NetResults Tracker support Oracle or SQL Server databases?
Yes, in addition to an Access database (drivers come with Windows operating system), you can optionally use Oracle or SQL Server as your database. The System Requirements page provides information about which versions of Oracle and SQL Server are supported.
Does NetResults Tracker support Desktop versions of Windows (Windows 7, Windows 8, Vista, XP, etc.)?
For the end user machine (one that runs a web browser), you can use any operating system with a supported browser. For the web server machine on which NetResults Tracker is installed, you must use a Windows Server operating system (such as Windows Server 2008 or Windows Server 2008 R2). The software will not work properly if you install it on Windows 7, Windows 8, Vista, XP, or Windows 2000 Professional. See our System Requirements page for full details. However, please note that you do not need a web server to use NetResults Tracker because we can provide one for you. Just request a Personal Live Trial and we will install on one of our web servers for you. To license NetResults Tracker for use after your evaluation, you can sign up for our NetResults Tracker Online hosted service (where we also provide the web server). All you need is a web browser. Because our system is fully web-based (including the Administration operations), there is no need for you to install in-house.
Can I import and/or export NetResults Tracker data?
Yes, NetResults Tracker supports export of NetResults Tracker data in CSV format (ASCII comma separated data). The export option is available for all reports (Query, Metrics, History).
Importing legacy data (data from a system other than NetResults Tracker) into a NetResults Tracker database directly, as opposed to entering it via the web interface, is a task that requires the use of the NetResults Tracker Software Development Kit (SDK), an add-on option of NetResults Tracker, or requires the assistance of NetResults Professional Services department.
To use the SDK to import data into NetResults Tracker requires some simple programming. An overview of the NetResults Tracker SDK can be found in the NetResults Tracker SDK Help document. Some sample code can be found here.
If you do not wish to purchase the NetResults Tracker SDK, an alternative is to contract NetResults Professional Services to import the data on your behalf. NetResults Tracker has approximately dozens of tables, and hundreds of relationships among those tables -- all of which must be properly maintained in order for the system to function properly. Attempting to correctly generate a NetResults Tracker database from your existing data is not something that can be done without assistance from NetResults or use of the NetResults Tracker SDK. The degree of difficulty of this task depends on the difference between the existing data and the new data record configuration you plan to have in NetResults Tracker. The pricing for the assistance to import legacy data directly is available by browsing to NetResults Tracker Custom Support Options and scrolling down to the section "Off-Site Professional Services". How much work is done by NetResults and how much is done by you can be negotiated. At minimum, you will need at least a little of NetResults' time (perhaps just a few hours) to provide a "mapping" from your legacy data fields to the appropriate database tables & fields in NetResults Tracker. Once you have that mapping, you can create .csv files (one per NetResults Tracker table) with the appropriate data to import directly into NetResults Tracker (via NetResults Tracker's import facility). Or, you can have NetResults do the work (if you're using MS Access we can even populate the database for you and ship it to you once complete).
Please do not attempt to import legacy data on your own. NetResults Technical Support will not be able to reproduce or fix any bugs resulting from a failed attempt to correctly maintain the hundreds of relationships among the dozens of database tables that make up a NetResults Tracker database. Those bugs may not be immediately apparent (so you may not discover until months later that you created a 'corrupt' database). Finally, please keep in mind that reverse engineering the NetResults Tracker product is a violation of the NetResults Tracker license agreement.
Where can I get pricing, order, and support information?
- NetResults Tracker pricing (packages, support, software subscriptions)
- NetResults Tracker order form
- For further information related to purchasing NetResults Tracker, send email to Sales@NetResultsCorp.com
- Partial list of NetResults Tracker customers
- For technical questions about the product, send email to Support@NRTracker.com
- NetResults Tracker custom support options
- General NetResults Tracker information
How can I be notified about new NetResults Tracker releases or urgent product information?
You can sign up on one of the NetResults Tracker Mailing Lists to receive this information via email.
For urgent product information such as hot fixes, patches, or other high priority information, sign up on the NetResults Tracker Product Information Mailing List.
For information about new releases, sign up on the NetResults Tracker Release Announcements Mailing List.
Do you have phone support?
Yes, we do. Information on that (including pricing) is available on our web site on the Custom Support Plan Options page.
Generally speaking, it has been our experience that email (included in our Standard Support package) is the most efficient means of providing support. It is automatically routed to the next available support engineer and can easily be re-routed or copied to other engineers who can help solve the problem. If you're getting an error message from NetResults Tracker, often times the error message will be very detailed (perhaps 20 or 30 lines). That much information is difficult to gather over the phone, but may allow us to help you quickly resolve the problem once we see it in an email. Our response will often include detailed instructions and/or references (URLs) to our web site (Knowledge Base, FAQ, Help sections, support downloads, etc.) that are difficult to relay over the phone. Plus, if you have sent an email with a detailed description containing all of the requested information and a NetResults Technical Support Engineer determines a phone call is the best way to proceed, you will get a call back rather than an email response. Emails sent without a description of the problem and the requested information (such as an email that simply says "call me") will not receive a reply by phone.
What kind of SQL Server license do I need?
The following links on Microsoft's web site can provide detailed pricing and frequently asked questions about SQL Server licensing:
Pricing Information: http://www.microsoft.com/sqlserver/en/us/get-sql-server/how-to-buy.aspx
In general, the per processor licensing generally works out best in terms of pricing unless you have fewer than 25 users. With fewer than 25 users, it may be more cost effective to purchase licenses per end user device. Selecting a SQL Server license scheme depends on your particular situation so please use the resources above or contact Microsoft directly to make a decision that best suits your needs.
What kind of templates does NetResults Tracker include?
The following templates are available in NetResults Tracker. The links below provide a full description of each template:
How can I submit an enhancement request or feedback about NetResults Tracker?
OR
How can I report a bug or issue with NetResults Tracker?
You can submit an enhancement request or provide feedback by going to the NetResults Tracker Customer Enhancement Request Form. Fill in the fields on the form and click on the Submit button - you will be given a problem record number (PRN) for your request. Please use this PRN to inquire about your request. Please do not use this form for bug reports. If you need to report a bug or other urgent NetResults Tracker issue, perform the steps listed below.
To report a bug or other urgent NetResults Tracker issue, please go to the General Support Information page. This page contains a list of required information that you should provide when reporting your issue to NetResults Technical Support.
What do I enter for the fields when I submit an Enhancement Request or feedback about NetResults Tracker?
The following information refers to fields on the NetResults Tracker Enhancement Request form. Or, review the Submit Page Help section if you are looking for information about customizing the Submit Page on your NetResults Tracker installation.
Customer Status: Select whether you are a licensed user with an active support subscription, a Tracker Online user (version of NetResults Tracker hosted by NetResults), or are evaluating NetResults Tracker (have not yet made a purchase).
Request Type: Select whether your request is an enhancement or feedback.
Company Name: Enter the name of your company.
Customer Name: Enter your name.
Customer Email Address: Enter your email address so that we can contact you regarding your request. Click here to see our privacy policy.
Tracker Version: Select the version of NetResults Tracker you are using. This information can be found by logging into NetResults Tracker. The version is listed in the upper right corner of the Home Page under the NetResults Tracker logo.
Web Browser: Select the web browser that is used when accessing NetResults Tracker. The version information for the browser can be found by launching your browser, click on the Help menu at the top, then select "About".
Web Browser Operating System: Select the operating system installed on the machine where you are accessing NetResults Tracker with the web browser mentioned above.
Web Server Operating System: Select the operating system being used on the machine where NetResults Tracker is installed (NetResults Tracker server). This is also the machine where the NetResults Tracker web server is located. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Web Server Software: Select the name of the web server software being used on the machine where NetResults Tracker is installed (NetResults Tracker server). If NetResults Tracker is installed on a Windows Server 2012 machine, the web server software is IIS 8.0. If NetResults Tracker is installed on a Windows Server 2008 machine, the web server software is IIS 7.0. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Database Software: Select the database software being used by the NetResults Tracker workgroups you have installed. The databases being used by NetResults Tracker may or may not be installed on the same machine as NetResults Tracker. You can find this information by logging into the Workgroup Management System (WMS). On the WMS Home Page, check what is listed in the database type column for the workgroups. If you are a NetResults Tracker Online user, select the option "N/A for Tracker Online customers".
Summary: Enter one sentence to summarize what you are requesting.
Description: Enter detailed information about your request.
Workaround: If you know how to workaround your request, enter it in this field
Attachment Description: If you are attaching a file, provide a quick summary of what it is you are attaching (e.g. "screen shot").
File Attachment: Click on the "Browse" button and select the file you wish to attach and include with your request.