📨 Report a Problem #
The Report a Problem section is the primary ticket submission area within TroubleTrakkerPRO. This feature allows users to quickly submit technical support requests to the appropriate technicians or departments.
All user types can access this section, including administrators, technicians, staff members, teachers, and general end users.
🖥️ Selecting a Problem Type #
When users open the Report a Problem section, they are presented with a list of available Problem Types.
These categories are fully customizable by each organization and may include items such as Desktop Computer, Chromebook, Laptop, Printer, Software, Network/Internet, SmartBoards, Phones, Active Panels, HR Requests, Student Information Systems, or Other.
Users simply click the appropriate icon or category to continue submitting their request.
📋 Common Problems #
After selecting a problem type, users may be presented with a list of predefined Common Problems related to that category.
Selecting a common problem helps speed up ticket submission and provides technicians with additional troubleshooting context.
If the issue is not listed, users can select Your problem is not listed to manually enter their issue details.
📝 Submitting a Problem Report #
After selecting the problem category and optional common problem, the user is presented with the ticket submission form.
Typical fields may include:
- Problem Type
- User Comments
- Priority Level
- Building
- Room
- Asset Information
- Serial Numbers
- Attachments
Users can enter detailed descriptions of the issue and upload screenshots or supporting files when enabled.
Once complete, the user clicks Add New Problem Report to submit the ticket into TroubleTrakkerPRO.
⚙️ Custom Fields #
Organizations can create custom fields that appear on the Report a Problem screen.
These fields are fully customizable and may be configured as optional or required.
Examples include:
- Who is device assigned to
- Student ID
- Asset Tag
- Phone Extension
- Department
- Device Location
🛠️ Managing Custom Problem Fields #
Administrators can manage custom ticket submission fields by navigating to:
Customize Service > Customize Problem Report
From this section, administrators can create new custom fields, mark fields as required, remove unused fields, customize field labels, and control ticket submission behavior.
🎨 Customizing Problem Types & Common Problems #
Problem Types and Common Problems are fully customizable for each organization.
Administrators can:
- Add new problem categories
- Edit existing problem types
- Rearrange problem type icons
- Delete unused problem types
- Create common problem lists for each category
These customization options are located under Customize Service.
📎 Attachments #
Users may optionally attach files to tickets when enabled by the organization.
Common attachment types include screenshots, error messages, photos of damaged equipment, documents, and PDFs.
Attachments help technicians diagnose problems more efficiently.
💡 Best Practices #
- ✅ Encourage users to provide detailed problem descriptions
- ✅ Use Common Problems to simplify ticket submission
- ✅ Create custom fields only when necessary
- ✅ Use required fields carefully to avoid frustrating end users
- ✅ Organize Problem Types clearly for easier navigation
- ✅ Encourage screenshots when reporting software or display issues
📞 Need Help? #
If you have questions about reporting a problem in TroubleTrakkerPRO, please contact the K12USA Support Team.
