Support and ideas

This chapter covers two pages under System in the admin menu:

• Support Access lets DroneTracker support into your rig for a limited time.
• Ideas lets you suggest features and vote for them.

Support Access

DroneTracker support has no access to your rig unless you open it. You decide how long access lasts and who gets the invite. Everything is recorded, and you can end access at any moment.

Request support

1. Open Admin → Support Access.
2. Under Request support, set the Access window. Use the slider and choose hours or days. The window can be from 1 hour up to 7 days. Access closes by itself when the window ends.
3. Choose a Support type (required):
   • Break/fix — something that worked has stopped
   • Bug — wrong or unexpected behavior
   • Feature request / enhancement
   • Setup & configuration help
   • Hardware & integration (cameras, SDRs, mounts, sensors)
   • Detection accuracy & performance
   • Accounts, access & security
   • Update / upgrade assistance
   • How-to / training question
   • Data, recordings & reports request
   • Other
4. Under Details, describe the problem: what you were doing, what you expected, any error messages, and when it started.
5. Under Send to, untick any support addresses that shouldn’t get the invite. You can narrow the list, but you can’t add addresses.
6. Leave Allow administrator commands in the support shell off unless support asks for it.
7. Click Request support.

Support gets an email with your note and a link. The link is also shown on the page once. It works only for the invited support staff, and only over DroneTracker’s secure support network.

If the page says “This release cannot reach the DroneTracker support network”, support still gets your email, but they can’t connect to the rig. Contact DroneTracker support another way.

While the invite is open

The Open invite section shows:

• Waiting for support to connect, or Support connected with the support person’s login,
• how much time is left,
• who the invite was sent to, and whether the email went out,
• whether administrator commands are allowed, and
• the support type and your note.

Click Revoke now to end access at once. Every support session ends immediately.

Idle disconnect

If support does nothing for 30 minutes, the rig leaves the support network. The page then reads Support connection idle. Your invite is still open, but support can’t reach the rig until you click Connect support. This way, support can only reach the rig while it’s actually working on it.

What support can and can’t do

While connected, support can see everything an admin can see. Support can also operate the rig: sensors, cameras, radios and airband, detection models and computer vision settings, the Dedicated Rig, logs, and a restart.

Support can’t change anything that would leave access or data flowing after the invite ends:

• users, roles, API keys, SSO, SCIM, two-factor settings, or trusted devices,
• networking: Wi-Fi, Tailscale, or TLS certificates,
• alert channels, stream sharing, or cloud AI keys,
• tokens and other secrets, and
• recorded evidence (support can’t delete it).

Support’s access exists only while an invite is open. You can’t give the support role to anyone.

History and audit trail

History lists every invite. Click one to see everything that happened under it: invite opened, emails, support connected and disconnected, refused links, and revoke or expiry. Each record is checked for tampering:

• Record intact — no entry has been altered or removed. Normal.
• Record altered at entry … Contact DroneTracker support.

Ideas

The ideas board lets you suggest features and vote for the ones that matter most. DroneTracker uses the vote totals to decide what to build next.

Connect to the ideas board

The board needs your organization’s DroneTracker customer key. It comes with your account. If you don’t have it, ask DroneTracker.

1. Open Admin → System Settings.
2. In the Site section, enter it under DroneTracker customer key (from DroneTracker — enables Ideas and support requests).
3. While you’re there, fill in Organization (your company or agency — shown to DroneTracker support).

Until a key is entered, Admin → Ideas shows Connect to DroneTracker instead of the board.

Suggest an idea

1. Open Admin → Ideas.
2. Under Suggest an idea, enter a Title, for example “Export tracks as KML”.
3. Under Details, say what it would let you do. Leave out anything sensitive, because other customers may see it.
4. Click Send idea.

DroneTracker reviews new ideas before other customers can see them.

Vote

Click ▲ next to an idea to vote for it. Click it again to remove your vote. Your organization gets one vote per idea. You can vote only on ideas marked Open for votes.

Other customers see the ideas and the vote totals, but never who suggested or voted.

Each idea shows its status:

Only admins can suggest ideas and vote. Auditors can view the board.