Communicating impact announcements to multiple users

Announcements enable you to create messages that can be communicated to multiple users at the same time. An announcement is helpful when a ticket you are working might impact multiple users.
For example, to resolve an issue, if you need to upgrade a network server, you can create an announcement that notifies users that the server is down or will be unavailable for some time Track-It! enables you to create and display announcements to all technicians and requestors. The following topics are provided:

• • Viewing a list of announcements
  • Creating a new announcement
  • Copying an announcement

Viewing a list of announcements

1. On the Track-It! header bar, click Announcements .
2. Click More.
3. From the Views list, select a list such as Active Announcements.
4. (Optional) To manage columns, click Manage Columns . For more information, see Configuring fields displayed in the list view.
5. (Optional) To filter announcements, click Manage Filters . For more information, see Filtering records.
6. (Optional) To apply configuring rules, click Manage Formatting . For more information, see Configuring formatting rules.

Creating a new announcement

1. On the Track-It! header bar, click Announcements .
2. Click More.
3. Click New Announcement.
4. In the Announcement Information section, for the Expiration Date field, select a date on which the announcement expires.
5. If you want to display the announcement to requestors, select the Display in Self Service check box.
6. In the Note field, enter the details about the announcement.
7. Click Save Announcement.

Copying an announcement

If a user reports an issue or outage that is similar to an announcement that was made earlier, you can copy the announcement, modify the required details, and reuse it.

1. On the Track-It! header bar, click Announcements.
2. Click More.
3. From the Views list, select a list view.
4. Click Copy.
5. Make the required changes and click Save Announcement.