How does the AlumniMagnet Support Tracker work?

The AlumniMagnet Support Tracker (available to Head Administrators only) will be your direct link to the HAA and Alumni Magnet for the life of your website.

    The Support Tracker is located in the menu bar. Once a head administrator has logged in, it is the last selection under the little blue AlumniMagnet icon. When a Head Administrator has submitted a document, has a question or needs troubleshooting they will put those questions and notifications in the Support Tracker.
    To submit a new issue in the Support Tracker
•    First click "New Inquiry".
•    Add the subject, message and select the "type" and "urgency" of the issue.  Please be consistent and clear with how you name topics. What you don't want is to have several topics with the same name OR topics with different names that deal with the same subject.
•    Click "Submit topic", you will now see the topic listed in the forum. At this point, no one has yet been notified.
•    Click back into the topic and select "reply". Then select the "Support parameters".  You should always select "Support Level 1". Support Level 1 is notifying the HAA that you have a question. (You will only have to do this step when you create a new support tracker item.  Future replies to the same issues will have the notification options listed.)
•    Every time you reply to an existing Support Tracker item, select the people that you want to be notified (the HAA or a Head Administrator).

Please only select the person that you want to respond (the HAA or your head administrator).  Clicking everyone get’s confusing and someone whom you did not intend may respond – delaying the response from the person you intended. You do not need to notify anyone on the AlumniMagnet team – the HAA will notify AlumniMagnet if the issue needs further attention.

•    The HAA will make the first attempt to answer the question.  If it requires further attention, the HAA will escalate the issue to someone at AlumniMagnet. YOU SHOULD NEVER ASSIGN AN ISSUE AS LEVEL 2, 3, 4 or 5.  Doing this puts the issues out of order and no one will respond.  ONLY ASSIGN ISSUES AS LEVEL 1 (HAA) or CLIENT.  
Click "Submit reply".