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 (e.g., "Walk-up").