The Custom Record Table functions as an internal database linked to issues, containing unique records that can be reported on. Each issue retains a reference to its corresponding Custom Record Table entry, facilitating efficient data management and reducing the need to switch between Issuetrak and other applications for accessing table data.
Layout of the Custom Record Table on an Issue Form
Custom Record Table: Permissions and Visibility
Below is a list of permissions associated with the Custom Record Table. Keep in mind that users may have multiple permissions, allowing them to perform more than one set of actions.
| Permission Type | Permission Description | Actions |
|---|---|---|
| Submit Issue | Any User with Issue submission permissions. |
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| Record Creation and Editing | End Users or Agents with "Can Add, Edit, and Delete Custom Record Table Records" permission. |
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| Edit Issues | Users with "Can Edit Issues" permission, but without admin rights. |
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| Administrative Permissions | Agents with "Can Access and Maintain Administration Functions" or the Sys Admin Parameter. |
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Custom Record Table vs. User Defined Fields (UDFs)
It’s important to assess whether the Custom Records Table or User Defined Fields (UDFs) is a better fit. Below is a comparison of the functionality for each feature.
| Functionality | Custom Record Table | User Defined Fields |
|---|---|---|
| Linked data storage | Each record can store up to 50 fields of data, keeping all related information linked together in one cohesive record. | Fields are standalone, with no linking between them. An unlimited number of fields can be added. |
| Issue history | The Issue History for a record can be viewed directly from the Issue page. | Issue History for fields requires searching or reporting to identify other issues with the same information. |
| Email notifications | Email notifications can be sent if the table is set as a contact record. | No built-in ability to trigger email notifications based on field data. |
| Email tokens | The first five fields include tokens that can be used in automated email notifications. | Fields cannot be used as tokens in automated emails. |
| Limited fields on issue form | Only five fields from the Custom Record Table are available to display on an issue. | No restrictions on the number of fields displayed on an issue. |
| Privacy limitations | Records cannot be made private for specific users. Users submitting issues can view all records in the table, which may raise concerns if sensitive data is stored. | Fields can be configured as private, allowing only users with appropriate permissions to view or edit them. |
| Record and Field Instances | Only one Custom Record Table (limited to the first five fields) can be added to an issue form, meaning only one record from the table will be displayed on the issue. | While multiple UDFs can be added to a form, only one instance of each UDF can be used. As a workaround for needing multiple sets of related fields, you could create multiple UDFs to represent different records (e.g., using five UDFs for the first record and another five for the second record). |
| Visibility in the Issue Hub | Only the first five fields of the Custom Record Table can be added to the Issue Hub as columns. | No limitations on which UDFs can be added to the Issue Hub. |
| Data Validation | The Custom Record Table fields are plain text, so there is no way to validate the data entered. | Some UDFs can perform data validation, such as Date, Integer, and Decimal UDFs. |
Additional Details about the Custom Record Table
This section offers more information about the Custom Record Table to help you determine whether it is the appropriate feature to use.
Customizable Linked Data Fields
The Custom Record Table can store information across up to 50 text fields that are all linked within a single record.
Examples of Field Names:
- Contact Fields: First Name, Last Name, Phone Number, Email Address, Physical Address, Zip Code, etc.
- Non-Contact Fields: Part Name, Part Number, Description, Model, Serial Number, etc.
Field Display on Issues:
- The first five fields of the Custom Record Table are grouped together and prominently displayed on the issue record, making them easy to view and reference as a cohesive set of information.
- To access the data in the remaining 45 fields, click the details link located in the bottom right corner of the Custom Record Table on the issue.
Tracking Capabilities
Item Tracking
- Allows tracking of items that don't need the in-depth features provided by the Asset Management module.
Additional Reference Contact Tracking
- Add a secondary contact or reference person within an issue for tracking and communication purposes.
- Note: Contacts added through the Custom Record Table won’t have login access to the site.
Reporting and Search Functions
Utilize the Custom Record Table for detailed reporting capabilities.
Comprehensive Reporting
- All 50 fields in the Custom Record Table are fully reportable using the Report Writer.
- This allows detailed data analysis and tracking.
Efficient Issue Search
- The first five fields of the Custom Record Table are searchable through the Search Issues function, offering quick access to key information.
Issue History Tracking
Track and review the issue history linked to each Custom Record Table entry.
The issue history for a record can be viewed directly from the Issue page by clicking the history link in the Custom Record Table area after a record has been selected on an issue page.
- A brief summary of the related issues is available for users.
- If a user has full visibility to the issues within the history list, they can click on issue links in the summary to access the full details of those issues.
Email Notifications
Automated Email Notifications
- If the Custom Record Table stores contact records, it can send automated emails to those contacts.
Different options to handle email replies from Custom Record Table contacts:
- Configure Incoming Email to automatically create a new user account for the contact. If the Incoming Email settings are configured this way, the contact users' replies will be added as notes to the existing issue under their newly created user account.
- Handle the reply as if it were submitted by a placeholder user. If the Incoming Email settings are configured this way, the contact users' replies will be added as notes to the existing issues under a placeholder user account.
- If replies from contact users should not be added to an issue, configure the site's Incoming Email settings to ignore emails from non-existing users. This will prevent their replies from being added as notes to existing issues.
Data Uploads
If required, the Data Services team can perform bulk data uploads (e.g., parts lists or other reference materials) into the Custom Record Table to keep the data up to date.
Optional Table Storage
Custom Record Table data on an issue can be stored either in the issue alone or in both the issue and the Custom Record Table.
- When the add link at the bottom of the table is clicked, the data is saved to the Custom Record Table.
- If the add link is not clicked, the data will still be saved to the issue record and remain searchable, but it won’t be stored in the Custom Record Table.
Privacy and Data Access
Users who submit or view issues that contain the Custom Record Table will have access to all records in the table.
- This access can raise significant privacy concerns, particularly if the Custom Record Table contains sensitive information such as contact details, financial data, or personal identification information. As a result, using the Custom Record Table may not be appropriate for the site’s configuration and could necessitate exploring alternative solutions that offer better privacy controls.
Issue History Access
- Users can access a summary of the Issue History for each record, which includes the following fields. However, the information stored in these fields may raise privacy concerns. For example, in a Human Resources complaint management system, the submitter's name could appear alongside a subject line stating, 'Harassment complaint against John Doe.':
- Issue Number
- Date Opened
- Submitter
- Status
- Issue Type
- Subject
- Assigned To
- Required by Date
- Priority
Instance and Data Type Constraints
- Only one instance of the Custom Record Table can be added to an issue, as the system does not support adding multiple Custom Record Tables to an issue form.
- Additionally, each Custom Record Table is designed to store a single type of data. For example, if the table is configured to store contact information, it cannot simultaneously be used to store product information, as the field names would not align.
- The fields in the Custom Record Table are plain text and do not perform any data validation.
Conclusion
The Custom Record Table offers a flexible solution for storing and linking data related to issues in Issuetrak, whether it’s tracking non-asset items, secondary contacts, or other reference information. With its capacity for up to 50 fields per record, this feature allows users to store, view, and manage detailed information directly from the issue form. While it’s important to assess whether this feature or UDFs is the best fit for your configuration needs, the Custom Record Table is great for organizing and linking data that doesn't require user accounts or the robust features provided by the Asset Management module.
