Tracking is a feature that allows you to create tickets associated with a project or not.

It is first important to adapt the tracking to your activity. That is why you can go to the "Administration" menu, then the tracking tab, to configure your tracking types.

To add a new type, simply click on "New type".

In the "General" section, you will need to give a name to the tracking type. The technical identifier and the prefix will be filled in based on the name.

The suffix will be used to automatically number your tickets.

Next, you can select the attachment object. Do you want to set up tracking on projects, clients, employees, equipment, etc.? Or use it independently? Everything is possible.

The "location" and "due date" fields can be displayed or not depending on what you check:

The "Statuses" section is fully configurable. We provide a default list that you can modify according to your needs. Statuses can be associated with a color and a pictogram.

As soon as a status is created, a code is generated that ensures, in particular, that when a label is modified, previously entered information is not affected.

It is also possible to define which roles will be authorized to modify the status.

Finally, we will define here what the initial status is, meaning when a ticket is created, which status will be assigned to it by default. We will also select the closure status (the one that will close the ticket).

In the "Transitions" section, we will determine the rules for changing statuses.

For example, do you want status changes to follow a specific order and prevent going back? Then we will configure this section as follows:

This means that going back to a previous status will not be allowed.

Conversely, if you want to be able to change status freely without restrictions, you will need to check all the boxes.

Priorities are used to highlight the most urgent tickets, for example. By default, we provide a list that remains fully editable.

This is an optional list that you can disable if needed and which determines the impact of the ticket on your projects.