The Trackers component of the AWARDS Operations module provides access to:
ResourceTracker setup and configuration - The ResourceTracker is an optional database enhancement used to create and track service tickets or requests that use agency resources outside of case management. This highly customizable feature provides agencies with a way for users to report issues and for responders to report progress, as well as a way of generating reports containing ticket information. It can be customized within the agency by users with the proper permission.
Any existing Trackers set up by your agency - It is possible to have multiple instances of this feature turned on within each agency. For example, one version of the feature can be turned on to track maintenance tickets, and a separate version can be turned on to track IT tickets. Each version would have its own set of permissions and be separately configurable.
IMPORTANT! Because the ResourceTracker is optional, it is not automatically available in all databases. In order for it to be turned on at your agency, you will need to discuss with a Foothold Customer Success & Advocacy team representative how you'd like to use the tool and what will be tracked. This conversation will help to determine the customized name for the feature, which must be decided prior to turning it on for your agency. For example, when tracking technical resources the feature might be called the IT Service Desk or IT Help Desk. Anywhere "ResourceTracker" is referenced in Online Help, your customized feature name displays in AWARDS.
NOTE: For SINGLE AGENCY databases, all users have access to any ResourceTracker turned on in AWARDS. For MULTI-AGENCY databases, the ResourceTracker can be turned on at the agency/division layer. Only staff members within the agency/division that a ResourceTracker is turned on for can access it. CoC staff members only have access to those ResourceTrackers set to display for CoC users, and do not have access to each separate agency/division's ResourceTracker.
In databases in which the ResourceTracker feature is turned on, it is available to all AWARDS users with employee logins (with the exception of those whose access is limited by the "Restrict to Aggregate Data View" permission); however, in order to use some components of the ResourceTracker, additional permissions are required:
ResourceTracker Configure (only required in order to use the configuration component of the ResourceTracker feature)
ResourceTracker Update (only required in order to update or respond to tickets)
ResourceTracker Messages (only required if you need to receive system generated messages when tickets are entered/updated and you are not the requestor)
TIP: These permissions will reflect the customized name of this feature for your agency in place of "ResourceTracker."
NOTE: Permissions are assigned using the Permissions Maintenance feature. If you do not have access to that feature and need a permission listed here, please contact your supervisor or your local Help Desk for assistance.
Configuring a ResourceTracker - Learn how to customize the ResourceTracker for your agency.
Creating a New ResourceTracker Ticket - Learn how to create a new ticket to report an issue.
Updating / Responding to a ResourceTracker Ticket - Learn how to update or respond to existing tickets.
Viewing a ResourceTracker Report - Learn how to generate a report within the ResourceTracker.
Frequently Asked Questions
FootholdConnect Event Recordings
NOTE: Recordings marked with a red asterisk (*) were made prior to deployment of significant AWARDS enhancements and do not reflect those changes; however, the overall content is still relevant and useful.
ResourceTracker (38 min) * - September 2015
Learn about the highly customizable ResourceTracker - an optional tool used to create and track service tickets or requests related to agency resources outside of case management. This great tool provides agencies with a way for users to report issues and for responders to report progress, as well as a way of generating useful reports containing ticket information.