Spawning Trackers

Spawn a new tracker from an original tracker when a new issue, which is related but secondary to the original issue, is found. The original tracker is linked to the spawned tracker, but you resolve each individually. Spawning a new tracker prevents the original tracker from being cluttered with secondary issues, so you can focus on the original issue.

On the original tracker, the Spawn hot key displays is highlighted to indicate that trackers have been spawned. Use this hot key to view spawned trackers.

On the spawned tracker, the View hot key is highlighted to indicate that the tracker was spawned. Use this hot key to view the original tracker.

To spawn a new tracker:

Display the tracker from which you want to spawn a new tracker.
Use the Spawn hot key to display the Spawned Trackers screen, select New, and press Enter.

The Call Tracking Spawn screen displays, prompting you for the type of information to copy to the spawned tracker.

For each of the following fields, accept the defaults by pressing Enter or change the values and press Enter.

Field	Description
Entity	The customer or vendor to whom to assign the spawned tracker. By default, the system assigns the tracker to the same entity as the original tracker. Use the Multi hot key to assign the tracker to multiple entities.
Clear Comments for Spawn	Indication whether to clear or copy the comments from the original tracker in the new tracker. Y – Clears all original tracker comments from the spawned tracker. This is the default. N – Copies all comments from the original tracker to the new tracker.
Clear Followup List for Spawn	Indication whether to clear or copy the forward list from the original tracker to the new tracker. Y – Clears the original forward list from the spawned tracker. This is the default. Note: If one or more contacts are following the progress of the tracker using online customer call tracking, a prompt displays asking if you want to clear the external forwarding list for the tracker. At the prompt type N to copy the contacts on the external forwarding list to the spawned tracker. Type Y to clear the contacts on the external forwarding list of the new tracker. N – Copies the forward list from the original tracker to the new tracker.

The Call Tracking Entry screen displays for the spawned tracker with the header information copied from the original tracker.

Edit the header information on the tracker, as needed.
In the All Comments field, enter the new tracker issue.
Use the Forward hot key to update the forwarding list, as needed.
Use the remaining hot keys, as needed.
Press Esc to save the tracker and send it to the users on the forward list.

The original tracker from which you spawned the new tracker displays.