Submission tracking

Submission Tracking allows you to track the medium by which issues in a FootPrints workspace are received. When this feature is enabled, it creates a special field that is used to track how Issues are submitted in FootPrints.  This field cannot be edited by customers; it is a read-only field whose value is automatically set by the system for Web, Web-Auto Suggest, and Email.  If custom values are defined, the agent can select a value when creating an issue. The field can be included in reports, searches, and escalation rules. The feature allows for the medium to be recorded as follows:

• Web—Applies to issues submitted by customers via the Customer Self-service web interface.
• Web - Auto Suggest Applies to issues submitted and closed by customers via the Customer Self-service web interface when both the Auto-Suggest Solutions feature and the Submission Tracking feature are enabled.
• Email—Applies to issues sent to FootPrints via email.
• Phone—The default for issues created by agents if custom choices are not defined.
• Twitter — The agent can select "Twitter" if he created an Issue from a Twitter Tweet.
• Custom—In addition to Phone, additional values can be added for the agent to select (example, "Walk-up"). 

For more information, see the Special Features topic.