Team Track FAQ's
Is Incident Management part of ITIL?
Incident Management is a discipline within the ITIL set of best practices that can be implemented and enforced with TeamTrack.
What’s the difference between Demand Management and Incident Management?
Not all incidents and requests result in a request for change. Demand management manages the disposition of change requests.
How does TeamTrack fit into an SOA strategy?
TeamTrack exposes and consumes Web services. As organizations adopt SOAs, TeamTrack can manage processes across the entire environment.
How does TeamTrack notify users?
TeamTrack supports SMTP and MAPI for email notifications. TeamTrack administrators define who may subscribe to each notification or may choose to make particular notifications mandatory for users or groups.
Can TeamTrack cross-reference items?
TeamTrack provides capabilities to help manage dependencies and impact analysis through field-level dependency settings and configurable item-to-item relationships which support 1-way and 2-way item linking.
Does TeamTrack come with templates?
TeamTrack includes a variety of standard HTML templates, HTML style sheets, e-mail templates and browser online help files which can be used out-of-the-box.
Does TeamTrack provide graphical analysis?
TeamTrack provides metrics through trend reporting. Trend report options allow tolerances to be specified for date range, increment, threshold, historical value or submittal counts, fields and field weight. Report options are selectable via a point-and-click report interface.
Does TeamTrack have help functionality?
TeamTrack provides customizable, context-sensitive help as well as mouse-over help which describes required data formats and inputs for form fields.
Can workflows be linked?
TeamTrack supports sub-tasks and parent-child relationships through the use of item linking. Item linking allows you to automate the process of task delegation and more effectively manage your overall business process. Linked items can follow different workflows and the actions performed upon linked items may be customized and sub-tasks in TeamTrack can be leveraged to link different workflows together.
Are histories available for audits?
TeamTrack provides a complete audit trail for all system events. Users may view the change history for all items and field values provided the appropriate privileges are granted. All TeamTrack data is retained indefinitely or may be purged or archived as needed by the TeamTrack administrator. The change history for items is visible within the item directly while Change History reports are also available.
Does TeamTrack provide automatic escalation?
TeamTrack provides the ability to create automated escalation rules that allow users to define escalations for any number of events, including changes in severity level or priority, elapsed time, or elapsed time in conjunction with a particular severity level. These escalation rules do not require any programming.
Can mobile users access TeamTrack?
TeamTrack can be accessed from a wide range of mobile devices. Most browsers available on handheld computers and PDAs can be used to access TeamTrack, including Blackberry devices.
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