How to manage plugins in an organization

A plugin is an extension that adds new features to Tracker that are not included in the standard set of capabilities. For example, a new interface element, an integration with an external system, or an AI assistant. Using plugins, organizations and their employees can solve narrow or team-specific tasks on their own, without waiting for the required features to be implemented in the Tracker core.

Not only the service team can create plugins for Tracker. Third-party developers can also create plugins for their organization's employees or add them to the public catalog to share their plugins with all Tracker users. How to create a plugin.

A ready-made solution from the catalog can solve a task faster and easier than developing a new tool from scratch. An organization administrator can find useful plugins in the catalog and allow their organization's employees to use them. The administrator controls which third-party applications get access to Tracker data.

Employees can also find plugins in the catalog and enable them or request permission to use a plugin from the administrator. Until the plugin is added to the organization, employees cannot enable it. How to find and enable a plugin

In addition to plugins from the general catalog, your organization's employees can develop their own plugin and publish it only for internal use, without publishing it in the general catalog. Such a plugin must be approved by the administrator. How to approve a plugin developed in the organization

Plugin catalog

Add a plugin to an organization

1. Open Tracker and log in to the administrator account. Logging in to Tracker

2. In the left panel, select Plugins and at the bottom of the page, click All plugins in the catalog.

3. Find the desired plugin using the search or in the list of categories and click the plugin card.

4. To allow employees to use the plugin, click Add to organization.

   

   If you want to test the plugin before making it available to employees, click Enable for me.

5. Review the list of permissions requested by the plugin: for example, access to issues, queues, or Tracker fields, as well as to the device's camera, microphone, or clipboard.

6. Click Allow.

After that, the plugin gets the In organization status. Queue administrators will be able to enable it for the queues where they have administrative rights, and employees will be able to enable it for themselves. How to connect and use plugins

Configure a plugin

A Tracker administrator can choose who the plugin will be available to: all users or only the teams of selected queues.

1. In the left panel, select Plugins and click All plugins in the catalog at the bottom of the page.

2. Find the plugin with the In organization status and open its page.

3. In the upper-right corner, click and select Settings.

4. To enable the plugin for all organization users, select the Enabled for all users by default option.

5. To allow enabling the plugin for queues in Tracker, select Per queue for the Plugin installation option.

   To enable a plugin for a queue, click Enable, enter the queue name or key, and select it from the list. Then click Add.

   

   Queue administrators will also be able to enable this plugin for their queues. How to enable a plugin for a queue

Approve an employee's request to enable a plugin

If an employee submits a request to enable a plugin that is not yet in the organization, you will see an icon with a red dot in the upper-right corner of the plugin catalog.

1. Click the icon to open the list of active requests. The list shows the requested plugins and the authors of the requests.

2. To approve the use of the plugin, click Add to organization in the request row. To test the plugin yourself first, click Enable for me next to the desired request.

3. To reject a request, click the ✕ icon in the request row.

Approve a plugin developed in the organization

Your organization's employees can develop their own plugin and publish it only for internal use, without publishing it in the general catalog. How to publish a plugin for an organization

Such a plugin is first reviewed by the Tracker team. After that, an approval request will appear in the plugin catalog — just like a request to enable a plugin from the catalog, it is displayed by the icon in the upper-right corner. Until you approve the plugin, your organization's employees will not be able to enable it.

1. Click the icon to open the list of active requests.
2. Find the request to add a new plugin and open its page.
3. Review the list of permissions requested by the plugin.
4. To allow the use of the plugin in the organization, click Add to organization. To reject the request, click the ✕ icon.

After approval, the plugin gets the In organization status — configure it just like a plugin from the general catalog.

Each new version of the plugin requires separate administrator approval.

To make a plugin created in the organization available to all Tracker users in the general catalog, the plugin author should contact support.

Disable a plugin for an organization

1. In the left panel, select Plugins and click All plugins in the catalog at the bottom of the page.
2. Find the plugin with the In organization status and open its page.
3. In the upper-right corner, click and select Uninstall.

The plugin will disappear from the organization's catalog and will be disabled for all employees who managed to enable it for their queues or themselves.

Block the use of plugins in an organization

A Tracker administrator can allow or forbid the organization's employees to use plugins or debug their own custom plugins in Tracker.

To block the ability to use or debug plugins in your organization:

1. Open Tracker and log in to the administrator account. Logging in to Tracker
2. In the left panel, select Administration, then Plugin catalog.
3. To block the use of plugins, disable the Plugins are available option.
4. To block plugin debugging, disable the Plugin debugging is available option.