Utilities

This page is only usable by System administrators and provides:
– A link to the RefTracker support site where information updates, additional assistance, and test system access can be found.
– A number of utilities that are useful in administering your RefTracker system such as file up and download and template editing
– access to helpful information like the system log, error logs and time zone information.
– Some utilities that allow immediate fixes to be applied for some issues e.g. remove and rebuild full text indexes.
– A number of utilities designed to help administer and debug the RefTracker database, some of which will need to be used in association with your RefTracker supplier in diagnosing issues and providing support. Some of these utilities are automatically used in the setup or day to day operation of RefTracker, and are provided here so that they can be run manually in order to resolve problems.
– And in Support mode only (accessible only with Altarama’s assistance), an SQL command box.

Support Assistance:

RefTracker Support site : Click here to access the RefTracker support site that provides additional up to date information about RefTracker – the latest training courses, brochures, installation information, and access to test sites. A download site containing patches as individually advised to you is also provided at this site.

This section also provides direct links to forms for submitting RefTracker problems, requests for assistance and enhancement suggestions, and a direct link that allows searching of the RefTracker database of common support questions.

Access to this site is limited to your RefTracker systems administrator via it only being available from this Utilities screen, but the information and training courses it contains can be downloaded for use by other staff. To access this site directly go to
http://supportsite.altarama.com/app/reftracker

Should you have any problems with accessing this site please contact your Altarama representative or submit a request using the links to our Support request forms built right into this Utilities page.

Administration Utilities:

File upload/download : This function allows files to be up load to and downloaded from RefTracker. Click here for more details about using this function.

Template editor (email) : This function allows RefTracker email templates to be created and edited. Click here for more details about using this function.

Template editor (print) : This function allows RefTracker Qprint templates to be created and edited. Click here for more details about using this function.

Text file editor : This function allows RefTracker text files to be edited. Click here for more details about using this function.

Web page editor : This function allows web pages to be created and hosted from within your RefTracker system. Click here for more details about using this function.

Literal editor : This function allows the text used in RefTracker screens to be amended, or if you use more than one language, it allows the translations of that text to be set or customised for each language.   Click here for more details about using this function.

Image text : This function associates alternative text and tooltip text with every image used in RefTracker that does not already have an image associated with it. You can change the standard text provided using this function, and associate appropriate alternative text/tooltip text with any custom images that you provide.   Click here for more details about using this function.

Manage field encryption : This function allows the data help in certain RefTracker fields to be held a encrypted information by displayed unencrypted.  If you need to use this function you will need to involve your RefTracker support person as some functionality  need to be manually set up.   Click here for more details about using this function.

Information Utilities:

Browse error logs: This function allows the error logs generated by RefTracker to be viewed. A screen shows log files for all days on which errors were logged displays. Click on the name of the file that you want to view. Error logs are named by the date on which one or more RefTracker errors occurred. The information in these logs is the same information that is emailed to the active system administrator.   Click here for more details about using this function.

View system log: This function shows the log of users who accessed your RefTracker system, and the processes started by it to be viewed. The file shows activity for the last number of days defined in parameter 0.0 in a paged format. Use the page controls to move to other pages or to see records in any one page. you can choose between the Session information log and the Background processing log using the drop down box in the top right of the screen.   Click here for more details about using this function.

View time zones: This function provides a handy reference list of all of the world’s time zones (as supplied by your operating system).
A really useful feature of this page is that is shows the current time in each time zone, as well as the dates on which daylight saving starts and ends for that time zone
To make this table easy to use, information about time zones used by the locations being used by your RefTracker staff and client locations, are shown in bold.     Click here for more details about using this function.

Full Text Index Utility (Click here for more details):

Remove full text indexes: This function allows the full text indexes used by RefTracker’s searching to be removed in preparation for rebuilding them. This utility should only be used under the direction of Altarama and in conjunction with the Build/Rebuild full text indexes utility.

Build/Rebuild full text indexes: This function allows the full text indexes used by RefTracker’s searching to be built either initially or after them being specifically removed by the Remove full text indexes utilities. It sets a rebuild task going which can take some time to complete. Searching by individual work will return no results until the task is complete – allow 20 minutes for databases of even only 2000 records or so. This function should only be used under advice from Altarama.

Diagnostic tools (Click here for more details):

View session/app variables : This function lists the current value of the session variables set by RefTracker. You can view it at any time, but it would normally be used in conjunction with the resolution of a RefTracker issue by your RefTracker supplier.

View server variables : This function lists the current value of the server variables set by RefTracker. You can view it at any time, but it would normally be used in conjunction with the resolution of a RefTracker issue by your RefTracker supplier.

View environmental variables : This function lists the current value of the operating system components used by RefTracker. You can view it at any time, but it would normally be used in conjunction with the resolution of a RefTracker issue by your RefTracker supplier.

View global objects : This function lists the current value of the global objects used by RefTracker. You can view it at any time, but it would normally be used in conjunction with the resolution of a RefTracker issue by your RefTracker supplier.

Objective Response Time Test: This function lists the Objective Response Date calculation information for each of the Request forms in each of the branches in your RefTracker system. It allows you to quickly check the effect of your objective response time settings in terms of the resulting target dates for various dates and times. Note that the times showing are in your local time zone, and that the random dates and times are to obtain examples in and out of opening hours and during times of daylight saving (if applicable), and times when daylight saving does not apply.

General note about debugging –
In resolving a problem, Altarama may set your system to run in debug mode. Should an error occur in debug mode it will be displayed on the server and the web that runs RefTracker will be halted.
To recover from this situation, record the error that has been displayed, then close the debug window. RefTracker will automatically restart. In most instances it will also automatically record the error by sending an email to the system administrator. Please ensure that this email (or the information that you recorded from the debug window) is sent on to Altarama ASAP.

SQL COMMAND:
This box only appears when you are signed on in support mode. Support mode access may be provided to you by Altarama when we need to assist you with resolution of a problem.

SQL commands to be used to resolve a problem will be provided by Altarama when you are working with this box.

Copy and paste the provided SQL commands into the SQL box, and click on Submit, if you have been asked to use this box.

Tick the Export tick if you need records selected by an SQL command to be exported from the database.