Once a track is running on a record you can see exactly how far through it is, push the whole sequence back, hand it to someone else, or stop it altogether. You do all of this from the record itself, not from Settings.
This article covers checking a track's progress and the three ways to change a track that is already in flight. To build or change the track itself, see Admin, Settings & Other Lists: Tracks: Creating and Editing Tracks.
Where Can I See a Track's Progress?
Click the in-progress track on the record. A dialog opens showing:
- How many reminders have been completed, and when the track started
- When the track is expected to finish, and how many reminders are still pending
- The full list of completed reminders, so you can look back through what has already gone out
- A progress bar that updates as reminders are completed
You can also complete reminders directly from this dialog rather than going to the Reminders tab.
How Do I Reschedule a Track?
Rescheduling pushes every remaining task back by the same period. It is the right tool if you are going away, or if the follow-up is landing too often for a particular client.
- Open the in-progress track on the record.
- Choose to reschedule the track.
- Set the new date for the next due reminder.
- Click Done.
Every remaining task shifts by the same relative period. For example, moving the next due date from 19 September to 25 October pushes all later tasks back by that same gap, so the spacing you built into the track is preserved rather than compressed.
⚠️ Please Note: Rescheduling moves the whole remaining sequence, not just the next task. If you only want to move one reminder, edit that reminder on the record instead.
How Do I Reassign a Track to Another User?
Reassigning moves every task in the track to a different user in Rex, which is what you want when someone goes on leave or a client changes hands.
- Open the in-progress track on the record.
- Choose to reassign the track.
- Select the user you want the tasks to go to.
- Confirm.
How Do I Stop a Track?
Terminating a track cancels it and removes the remaining tasks.
- Open the in-progress track on the record.
- Choose to terminate the track.
- Confirm.
The tasks that were already completed are kept. They stay recorded at the bottom of the reminders section on the record, so terminating a track does not erase the follow-up history.
❓ Frequently Asked Questions
Can I reschedule just one task instead of the whole track?
Yes, edit that individual reminder on the record. Rescheduling the track always moves the entire remaining sequence.
If I terminate a track, do I lose the history?
No. Completed tasks are retained in the reminders section on the record. Only the remaining, uncompleted tasks are removed.
Can I restart a track I terminated?
Not as the same instance. You can attach the track to the record again, which starts a fresh sequence from that point.
Our track has stopped and no new tasks are appearing. Why?
Check whether the track is sitting on an Internal Approval reminder. The track pauses until the approval is answered. See Admin, Settings & Other Lists: Tracks: Internal Approval Reminders.
I changed the track in Settings but the running track hasn't changed. Why not?
Edits in Settings apply to future use of the track. Tracks already running keep the steps they had when they were applied.
Can I see every track running across the agency?
Tracks are viewed from the record they are attached to. What you can see depends on your record access and your Track Templates privilege.