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HELP CENTER - select the topic below for instructions on using LiveTrack.

Part 1: Utilizing LiveTrack via the Web Interface

1. Logging In - view/hide

When you arrive at the LiveTrack site you must log in using one of two methods….

• If your company maintains an active Criterion support contract
1. Then log in using your email address and your normal network password.
• If your company is an on-demand support customer
1. Then log in using your email address and your specific LiveTrack password. If you have forgotten your password you may use the "Forgot Password" button to retrieve your password.


2. Opening a Support Request - view/hide

Once you've logged in you may enter a support ticket. Just select the problem type, subject, and problem report fields and click save. Additionally, you have the ability to attach any pertinent files to your support request.

**Note: If this is a Sales Request simply choose "Sales Request" and the ticket will be routed to the sales team.


You should receive an email confirming that you have started a new support ticket with Worksighted (please make sure and are "whitelisted" in any SPAM software you may be using).




3. Checking the Status of a Support Request/Support History - view/hide

You can log in anytime to review your ticket's status as well as review past tickets. Just click the "History" button and you will be presented with the screen below. From this screen you can search and find your past support tickets.





As your support request is being addressed, our support staff will continually add "Notes" to keep you informed of the status. As we update tickets you will receive automatic email updates letting you know that your request has been updated.**



**Note: As our staff updates your request you will continually receive email updates from our LiveTrack system with the notes provided by our staff. You will typically not need to log into the Web interface to see the status updates on your request.


4. Updating Your Support Request - view/hide

You can also feel free to add additional notes to your ticket if you need to respond to technician questions or just add more information as an issue progresses. Simply click on the ticket number hyperlink to pull up the full ticket information. Then click on "Add Note"…




Simply type in your notes in the box and then click on "Save"…





You will receive a confirmation that your notes have now been added to your ticket. Simply click "OK" in the informational box at the top of the screen.**



**Note: Tickets can be updated via email as well. By simply responding to the automated email updates you receive, any comments you make will automatically be added to the ticket as a note just as if it were entered through the Web interface.


5. Canceling a Support Request - view/hide

You may have occasion to cancel a support request. Canceling a support request is simple. Just log in and access your support history as described above. Select the ticket you would like to cancel and click the "Cancel Ticket" button. You will be prompted to confirm your ticket cancellation.





You will be returned to the Support History page and see the Ticket Cancellation message at the top of the screen. You will also see, in your ticket history, that the status of the ticket has been changed to caceled.




6. Resolving a Support Request - view/hide

When our support team believes that your issue is "Resolved" they will change the status of your Support Request to "Resolved". You do not need to do anything to resolve a support request, this will be handled by our support technicians.

Once an issue has been marked resolved you will receive an email notification as well as the status in the LiveTrack Web Interface will reflect the "Resolved" status.

At this point, you needn't take any further action. The ticket support request will automatically change its status to "Closed" unless it is re-opened you or our support team within 8 hours. If at any time during this 8 hour period you find your issue is not resolved simply update your support request to let our staff know of your continued issue and we will re-open the issue and continue addressing it promptly.

Part 2: Utilizing LiveTrack via Email

1. Opening a Support Request - view/hide

Opening a support request via Email is simple. Just send an email to with a basic problem description in the email subject and a detailed problem description in the body of the email.

Within a few minutes, you will receive an email response from our LiveTrack system letting you know that your support request has been received and is being processed.

2. Opening a Sales Request - view/hide

Opening a sales request via Email is simple. Just send an email to with a basic request description in the email subject and a detailed request description in the body of the email.

Within a few minutes, you will receive an email response from our LiveTrack system letting you know that your sales request has been received and is being processed by the sales team.

3. Updating a Support Request - view/hide

Updating a support request via email is simple. Just respond to the original email confirmation or any subsequent communication regarding that request with your notes in the body of the email. These notes will be immediately added to the ticket for our support team to review.

4. Canceling a Support Request - view/hide

To cancel a support request via email you can simply respond to the automated LiveTrack email you received or any subsequent update and add a note that let's our staff know that we should cancel request and support team will take of that for you.

5. Resolving a Support Request - view/hide

When our support team believes that your issue is "Resolved" they will change the status of your support request to "Resolved". You do not need to do anything to resolve a support request, this will be handled by our support technicians.

Once an issue has been marked resolved you will receive an email notification that the status has been changed to "resolved".

At this point, you needn't take any further action. The ticket support request will automatically change its status to "Closed" unless it is re-opened you or our support team within 8 hours. If at any time during this 8 hour period you find your issue is not resolved simply update your support request to let our staff know of your continued issue and we will re-open the issue and continue addressing it promptly.