Some individual Work Orders take a long time to open, and it may take a long time for a new Note to be added by clicking the Add button.

A newly created Work Order opens normally, and you can add a new Note without a delay.

A Work Order that contains any of the following may take a long time (30 to 60 seconds or much more) to open:

1. Many Notes, approximately 200 or more.
2. Exceptionally long, extensive notes.
3. Notes that contain programming code or SQL queries.
4. Notes that contain links to an external URLs.

It also may take a long time (30 to 60 seconds or much more) to Add a new Note to the Work Order, when you click the Add button. You may see instances of SQL timeout errors in the Track-It-TIServiceManagement.log, or a similar error on the screen.

Workaround:

A Track-It! Help Desk Work Order is designed to track one individual task or request (not an entire project) submitted by a Requestor, and handled by a Technician. Notes are designed for text describing what steps are taken, and for communication between the Requestor and Technician. Typically an individual task does not generate hundreds of Notes.

Sometimes there is more of a Project Management scenario. That's where using Parent and Child tickets (Work Order Assignments) can be handy. The Project as a whole is the Parent Work Order, and the individual tasks distributed to Technicians are the Child Work Orders (Work Order Assignments). But again, the entire project and all of its notes are not tracked in a single work order.

Sometimes neither of those scenarios seem to apply. You may want to keep a to-do list and reference notes about an ongoing project all in a single Work Order. There may eventually be many notes. The notes may include many instances of code, queries, and external links. This would be better handled by a true Project Management application, or a Documentation application of some type, or a combination of both.

Work Order Assignments (Child Work Orders) are really just regular Work Orders, but information and a link to them is displayed within their Parent Work Order. When you open a Parent Work Order or add a Note to it, the notes in its Work Order Assignments do not have to be processed or read by Track-It! and this avoids the issues that can arise when there are too many Notes in a single Work Order. The same holds true when you open a Work Order Assignment. The Notes in its fellow Assignments under the Parent Work Order, nor the Notes in the Parent Work Order, need to be opened or read.

Conclusion:

A Work Order is meant to be just that - an order for some work to be done, not an extensive documentation of a project.

To avoid issues, do not use single Work Orders for the documentation of a project.

Instead, utilize the Work Order Assignments feature in Track-It! to assign individual tasks that are part of the project to your Technicians, using a Work Order Assignment under the Parent Work Order, for each task. This will limit the number of notes per Work Order.

Also avoid placing code, SQL queries, external links, etc. in Notes. Notes are not intended to hold code, and as with many things like MS Word, or an HTML page, you can't enter code without something to prevent it from being read as code, or executed, causing issues like long load or save times.

NOTE: Additionally, if you place code, SQL queries, external links, etc. in Notes and you configure Track-It! to send out email notifications which contain those Notes, there is a pretty good chance that you may experience issues with email not being delivered, due to email policies on mail servers, junk mail filters, etc. which frown upon such content in an email message.

Defect:

If you are experiencing this issue, please open a new support case and refer to Track-It! Defect number DRZOZ-8122 - "Work Orders containing many Notes, extensive Notes, code, or external links in Notes are slow to open or add Notes to".

Your case will be associated with the defect, and you will be able to view the defect status in your case in the Defects section.