Reusing information in RefTracker

All information stored in RefTracker can be reused, so your collective knowledge is not lost when staff leave.

See the following sections about how staff can search for work previously done in RefTracker. 

All work done is searchable, but quality answers can be designated by adding them to the Knowledgebase or FAQ.  The Knowledge base and FAQ can be separately configured as not in use, only available for staff to search, or available for staff and clients to search (using parameters 0.15 and 16).

So how do you reuse the information in RefTracker?

  1. Closed questions (usually Knowledge base entries) can be passed on by searching for that question/answer, and then using the “Email this answer to anyone” function under Actions to email that question’s question and answer text, and any attachments, to the email address/es you specify.  You can also add an explanatory note.  
    This is the best way to handle common questions, especially if the information that needs to be sent in response includes attachments 
  2. Any information displayed by RefTracker can be cut and pasted into the Answer box of another question for reuse in that answer.
    If a more symbol displays, click it to see the entire answer.  You can copy and paste any or all of the question or answer text.

In order to view attachments, click on the attachment and you will either be shown the image or given options to download it (for documents).  “Save as” to a web enabled location where you can quote its URL, or to a local location where you can use the normal RefTracker attachment processes to attach it to the new answer you are creating.  If the file displays using a URL, do not reuse that URL as it is only a temporary URL!  Tenporary URL’s can be identified by the “Attachment/view” directory in the URL.

In order to reuse attachments, right click on the name of the attachment in RefTracker and then choose the “Copy link” option (sometimes called “Copy shortcut”).  This is a permanent URL that can be copied and reused anywhere, not just in RefTracker.  You can identify a permanent URL by the “guid” parameter in it.