Hi,

I'm new to OnTime, and there are few things that I can't quite figure out how to do. Firstly; how to you automatically assign severity levels to emails? Is there a method somewhere that can be used to access the content of the email? Secondly; how do you delete items in the audit trail? I have been testing the software and as such there are a number of messages in the audit trail that I won't want when the software is used properly. And finally (for now) is there any way to add more detail to the customer information? Such as address, notes etc.

 

Thanks for any help you can give

Hello Rwood,

1) To automatically assign the value of uthe Severity field, or any field at all, you can use either Field Templates or Workflow Steps. You mention setting the Severity level 'to email', but I'm not sure what you mean by that since fields exist for Items, not for emails.

Without going too much into each of those configurations, which themselves can be very complex, I'll give you an overview of setting a value either way.

To set the Severity value using Field Templates: 

    Go to "Tools>Manage Field Templates", and edit a Field Template. You'll see a column labeled "Default Value", and an empty column next to each field. Click in this column to set the value for any field when this Template is used.

To set the Severity value using Workflow Steps:

    Go to "Defects>Manage Workflow", and select the Workflow (by item type) that your items are currently moving within. Select the Workflow, and then edit the Workflow Step that you want the Severity value to change in. While editing the Step, select the 'Step Actions' tab. From here you can check the 'Change' box next to a field, and then define what value you want to set. OnTime will automatically assign the value to the field whenever an item enters into this Workflow Step.

2) To access the content of emails, you need to select an item in the main grid view, and then select the 'Email' tab in the lower 'Details' section of the OnTime application. You can also access the 'Email' tab while editing items. Simply selecting an email listed there will display it in the Display pane of the Details section. If you need more clarification than that let me know.

3) There is no way within OnTime to delete entires from the Audit Trails. The Audit Trail feature is meant to give you a 'trail' in which you can audit all changes made by everyone, and cannot be altered.

4) There is currently no way within OnTime to add/edit the fields associated with customers. In our next major release we plan on allowing custom fields for customers, which would give you the ability to set many values for all of your customers.

Let me know if you need any clarification, or if you have any further questions. 

If you'd like to learn more on your own, you can watch all of our tutorial videos here: http://www.axosoft.com/support/default.aspx?cn=otm_mediacenter#tutorials

And our documentation can be found here:
http://www.axosoft.com/support/default.aspx?cn=sup_docs 

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Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

Thanks for that information; it's a big help. I did have another question though: Is there functionality somewhere to filter incoming emails? The way I have it set up at the moment is that customers email to a specific address with their issues; this is then put in the incidents section. Is it possible to filter these emails automatically as they come in? For example setting up a filter so that any emails from user@abc.com.au are given a higher priority.

Hello Rwood,

There is currently no way to configure OnTime to sort your incoming items, or change specific values of items, based on the "from" address of an email.

The closest you can come within Ontime would be to create multiple incoming email accounts and configure one of them to create Incidents with a higher priority. Then you could give out that email address to your higher priority customer to use instead of your standard address.

Yet, you can always submit a Feature Request in our Customer Portal for this enhancement, and it may be included in a future version of OnTime.
 

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Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

Tom Harder:

4) There is currently no way within OnTime to add/edit the fields associated with customers. In our next major release we plan on allowing custom fields for customers, which would give you the ability to set many values for all of your customers.

 Tom,

Is "major release" 7.2 or 8?