Setting User Job Queue and Tracker Defaults

Use the User Job Queue/Tracker Settings screen to:

Designate default information for populating the Call Tracking System screen when the user creates a tracker.
Identify additional users authorized to maintain this user record and close trackers that require final action by this user ID. This is useful when the user is set up for a queue, such as REQUESTS, and is monitored by other authorized users.
Create a list of job queue statuses available for this user ID in addition to the User Job Queue Statuses defined in Control Maintenance. Users can use these personal lists to organize their job queues using their own statuses.

To set user job queue and tracker defaults:

From the System > System Files > User Control menu, select User Maintenance to display the User Maintenance window.
In the User field, enter a user's ID to display the corresponding record.
From the Additional menu, select Job Queue to display the User Job Queue/Tracker Settings window.
Complete the following fields to designate default values for the Call Tracking System window when this user creates a new tracker:

Field	Description
Category	Select the default category to which trackers created by this user are assigned. The selected category determines the values available to the Work Area and Sub Area fields on the Call Tracking System window.
Source	Select the default source that displays in the Source field.
Priority	Select the default priority that displays in the Priority field
External Status	Select the default external status that displays in the External Status field. The system default status is Newitem.
Internal Status	Select the default internal status that displays in the Internal Status field. The system default status is Newitem.
Internal Stage	For internal Eclipse use only. Enter the default process flow stage the system uses when a supervisor assigns this user to a tracker.
Initial Entry	Select whether to position the cursor on a new tracker's Call Tracking Entry screen on the Category or Sub Area field. Note: If you specify a default value for the Category field, then position the cursor on the Sub Area field.

In the Display Options field, select one of the following default views for this user's User Job Queue Viewing screen:

Original Comment
Release Notes
Keywords
Problem Solution

In the Append View Options field, select the type of appends this user can view. If you leave this field blank, the user can view all appends.
In the Valid Sources field, enter a list of sources this user can enter in the Source field on the Call Tracking System screen, indicating where the tracker originated.
To create a list of user-defined job queue statuses for this user ID, in the Valid Statuses field, click the Multiple Item button to display the User Job Queue Statuses window. Then enter the statuses. Do either of the following:

To add a status to the list, position the cursor on a blank line and type the status.
To remove a status from the list, position the cursor on the status to remove and press Alt-Delete

The user can use the statuses listed here in addition to the Valid User Job Queue Statuses defined in Control Maintenance.

Note: The User Job Queue Viewing window sorts the trackers in your queue by status and displays them in the same order in which the statuses are entered on this screen.

In the Send Tracker Message on Update/Addition by Owner field, select one of the following options to determine when the system sends a message to users on the forward list if the tracker owner updates the tracker:

Never - Never send a message.
New - Send a message only when the tracker owner appends a new comment.
All - Send a message whenever the tracker owner updates a previous comment or appends a new comment.

If the displayed user is set up as a queue, select the Limit Access to Maintenance Users option to allow only the maintenance users defined for this ID to perform the following tasks:

Add or delete this ID from the forwarding list.
View the User Job Queue for this user ID.
Change the followup status on that queue.

To assign maintenance users, from the Edit menu, select the Job Queue Maintenance Users option.
Click OK to save this information and return to the User Maintenance window.
Save the user record.