The Eclipse system uses trackers, activity logs, and queues to keep users up-to-date about tasks that need to be accomplished.
Use the Call Tracking System to track and report on customer, vendor, and user issues. In addition, use the Call Tracking System to resolve problems. Trackers, at a group level, provide a running account of a problem and the activities taken to resolve it. At an individual level, use trackers to keep a running list of your tasks in the User Job Queue.
Use the Call Tracking System to:
Append messages and vital information to a single record stored on your system, and accessible only by specific users.
Submit work and enhancement requests for the system directly to Eclipse support and to monitor the progress of these trackers through the Eclipse Support Website.
Assign and remove personnel from a tracker.
Prioritize work requests, assign follow-up dates, and track hours spent on a tracker.
Integrate trackers with the User Job Queue, allowing users to display trackers assigned to them, and to filter and sort trackers according to priority.
Activity logs are archives for trackers. Every customer, vendor, user, product, and order has an associated activity log.
Use an activity log to assign tasks to other users, to monitor the progress of those tasks, and to facilitate communication.
Two additional activity logs monitor the Electronic Data Interface (EDI), if it is installed, and the system as a whole. The system populates the logs, which system administrators and Eclipse support personnel use for diagnosing system problems.
Queues are electronic to-do lists. Queues hold system-generated or user-generated reminders of tasks that you need to manage. You are responsible for monitoring your job queues and different function queues.
For example, one function queue is the Call When Complete Queue. If an open order (one that is waiting for a back ordered item) has a status of Call When Complete and the back ordered item is received, the system adds an entry to the Call When Complete function queue.
See Also:
Call Tracking Maintenance Overview