Request Tracker

You can get help at any time at nws@netways.de and in the LiveChat at the bottom right. For general questions regarding the settings, we recommend the forum and the documentation of Request Tracker.

Our “Basic” package is especially suitable for Start Ups, whereas “Advanced” is a better fit for small businesses and “Premium” for medium-sized companies.

After your Request Tracker app has been successfully created, click View and go to the Config tab. Now scroll down to your email configuration. Please fill in all the fields with your configuration details and select the radio buttons that match your environment. On the tab you can also select Comment or Correspondence in the Queue Action section. This determines how incoming mails will be handled – they will be marked as either comment or correspondence. Clicking the Save button will pass your values to the app.

Please note that filling in these details is necessary for your Request Tracker to start, as there are currently no default values for IMAP/POP3. Also, any incoming email that creates a new ticket, will generate an automatic response. You can edit this behavior after logging into your Request Tracker as an administrator and then clicking Admin > Queues > Select. There you have to select the queues you want to edit and then click on Scrips > Select. Now you can disable e.g. sending auto-responses.

The update/upgrade process is handled by the NWS platform. Once the new version of Request Tracker has been tested, we will announce the upgrade periods via email. Your Request Tracker application will then be upgraded during a reboot, which should take no more than a few minutes. 

For any action that affects users and groups, you must log in as an administrator. Then expand the Admin tab in the navigation bar and click on either Users or Groups. To create new users or groups, click Create. To edit existing users or groups, select Select.

For any action related to ticket queues, you need to log in as an administrator. Then you should expand the Configuration tab in the navigation bar and click on one of the queues. To create new queues you can click on New Queue or to edit existing queues you can select the name of the queue in question. You can also add observers to the queue. So, – again – go to Configuration, then Queues and click on the name of the queue you want to add users to. Then click on Observers and add the desired user. To remove watchers, simply uncheck the checkbox next to the user’s name.

You can cancel your Request Tracker either monthly or annually.