Understanding the anatomy of an issue and being knowledgeable about the updates that can be made are essential for effective issue management in Issuetrak. This table combines a description of each type of update along with other practical information to ensure a thorough approach to issue management.
| Type of Update | Feature Description | How do I do this? | User Permissions Required? | Needs Feature Enabled to Use? |
|---|---|---|---|---|
| Add Attachment | Allows files to be uploaded to issues. | Click Here | No | Yes |
| Bookmark Flag | Puts a link to a specific page in the Bookmarks area of the left menu that allows the bookmarked page to be opened with a single click. The Bookmark is only visible to the user who created it. | Click Here | No | No |
| Assign To Me | An Agent can use this link to assign an issue to themselves. | Click on the Assign To Me link, which is located at the top of the issue directly under the area that displays the issue number. | Yes | No |
| Email Issue | Send an issue via email, including its notes and (optionally) its attachments. | Click Here | No | Yes *
Outgoing Email feature to be activated to have the Email Issue feature available on Issues. |
| Add Note | Allows a user to document information, provide updates, or communicate details about an issue. Notes can be private or public. | While on the View Issue page, click the Add Note link in the Right Quick Menu, or the Add Note button at the top of the page. Type the note into the New Note field, and then click the Update button. | No *
note, they must have the following user permission: Can view and add Private Notes in Issues |
No *
d notes to issues, the New Note field must be on the Issue Form. In order to view existing notes, the Existing Notes field must be on the Issue Form. |
| Print This Note | Loads a print preview of a note which can then be sent to a physical printer or PDF file. | Click on the printer icon for the note, which is located to the left side of the note directly under the date and time stamp. | No | No |
| Insert Quick Note | Allows an agent to quickly add predefined or canned responses to an issue's notes. | While on the View Issue page, click the Add Note link in the Right Quick Menu, or the Add Note button at the top of the page. On the toolbar at the top of the New Note field, click the Quick Notes dropdown, choose Insert, click on the desired Quick Note, click the Insert button, and then click the Update button. | Yes | Yes |
| Insert Issue Token | Allows a user to insert a placeholder to dynamically insert specific information related to an issue. These tokens are replaced with actual data when the note is saved. | While on the View Issue page, click the Add Note link in the Right Quick Menu, or the Add Note button at the top of the page. On the toolbar at the top of the New Note field, click the Tokens dropdown, choose Insert, click on the desired token, and then click the Update button. | Yes | No |
| Close Issue | Changes the status of an issue from Open to Closed and removes the closed issue from the Issue Hub views. Also makes the Solution and Cause fields available if those fields have been added to the Issue Form. | While on the View Issue page, click the Close link in the Right Quick Menu, or the Close button at the top of the page. Be sure all required fields have been filled in, and then click the Close Issue button. | Yes | No |
| Reopen | Allows the status of an issue to be changed from Closed to Open. | While on the View Issue page, click the Edit link in the Right Quick Menu, change the Status dropdown from Closed to Open, and then click the Update button. | Yes | No |
| De-escalate | Allows an issue that has been escalated by a Workflow Rule to be de-escalated. | Click Here | Yes | Yes |
| Start Clock / Stop Clock | Allows users working on an issue to let the system track the time spent on the issue for them. Also Expands the normally sparse "Labor Hours" entry area under the Note field to include detailed date/time information and the ability to select which Service Contract (if applicable) to apply to the current issue. | While on the View Issue page, click the Start Clock button at the top of the page to have the site begin counting labor hours on the issue. When ready to stop counting labor hours, click the Stop Clock button at the top of the page, enter additional notes if desired, adjust the values in the Labor Hours or Time fields if needed, and then click the Update Clock button at the top of the page. | Yes | Yes |
| Add Subscriber | Allows a user or group to be added to an issue as a subscriber to provide them with visibility to the issue and/or provide them with email notifications (If Outgoing Email is activated) for the issue when specific events occur. | Click Here | Yes | No |
| View Issue Change Log | Accesses a detailed record of changes made to a specific issue over time. | Click Here | Yes | Yes |
| Edit | Allows a user to modify and update various fields within an issue. | While on the View Issue page, click the Edit link in the Right Quick Menu, make the desired changes to the issue, and then click the Update button. | Yes | No |
| Add / Edit Line Items | Allows the management and/or addition of line items associated with billing or invoicing on an issue. | While on the View Issue page, click the Add/Edit Line Items link in the Right Quick Menu, fill in the line item information, and then click the Update button. | Yes | Yes |
| Assign | Allows an Agent or Group that “owns” the issue to be assigned. The Assignee typically has responsibility for completing the bulk of the work within their assigned issue. | While on the View Issue page, click the Assign link in the Right Quick Menu, choose the desired Agent or Group from the Assigned To field, and then click the Update button. | Yes | No |
| Next Action | Allows an Agent or Group to be assigned Next Action so that they can take temporary control of an issue. | While on the View Issue page, click the Next Action link in the Right Quick Menu, choose the desired Agent or Group from the Next Action field, and then click the Update button. | Yes | Yes *
Action field being enabled in the Optional Fields area, it also must be added to the Issue Form in order for it to be used. |
| Promote to Global | Allows an issue to be issue promoted to Global (parent) status, such as an issue that reveals a problem multiple users may encounter before it is resolved. | Click Here | Yes | Yes |
| Link Existing Issue to Global Issue | Establishes a connection between an existing individual issue and a broader Global issue. | Click Here | Yes | Yes |
| Submit New Issue Linked to Global Issue | When submitting a new issue, automatically links the new issue to a Global issue. | On the Global Issues view of the Issue Hub, find the desired Global issue in the list, and then click the Submit link for that issue in the Submit Same Problem column. | No *
ve permission to view the Global issue can still submit an issue linked to the Global issue as long as they're able to see the Global Issue listed in the Global Issues tab of the Issue Hub and they use the Submit link in the Submit Same Problem column. |
Yes *
lobal Issues feature being enabled, this also requires the Global Issues view to be enabled in the Issue Hub. |
| Delete | Allows the total deletion of an issue from a site. | While on the View Issue page, click the Delete link in the Right Quick Menu, and then click OK on the prompt to confirm deletion. | Yes | No *
of Issuetrak, a setting exists to limit user access to the options for record deletion to only sys admins. |
| Clone Issue |
Copies the fields from the existing issue to a new issue:
|
While on the View Issue page, click the Clone link in the Right Quick Menu, make sure the form is filled out accurately, and then click the Submit Issue button. | Yes | Yes |
| KB Article | Allows the creation of KB Articles from an Issue. The Issue’s Subject, #, Type, Description, Notes, and Solution will be copied into the Article – but you can also change or remove those values as needed. | While on the View Issue page, click the KB Article link in the Right Quick Menu, make sure all desired information is populated, and then click the Save button. | Yes | Yes |
| Create a Calendar Event | Allows the user to create an event on the site's Calendar. The event can be set to send email reminders to the assigned user if desired. | While on the View Issue page, click the Calendar Event link in the Right Quick Menu, make sure all required /desired information is populated, and then click the Save button. | Yes | Yes |
| Create a Scheduled Issue | Allows the user to create an automated process that submits issues based on a predefined schedule. The fields that are copied from the original issue include Class, Submitter, Issue Type, Attachments, Subject, Status, Organization, Issue Sub-types, Description, and Tasks. | While on the View Issue page, click the Scheduled Issue link in the Right Quick Menu, make sure all required /desired information is populated, and then click the Save button. | Yes | No |
| Task Assignment | Allows a line of work within an issue to be assigned to a specific user or group. | While on the View Issue page, click the link for the desired task in the Tasks area, click the Edit button in the task pop up, choose the desired user or group in the Assigned To field, and then click the Save button. | Yes | Yes |
| Task Completion | Allows a user to mark a task complete. | While on the View Issue page, click the link for Complete or Yes/No/NA. | Yes | Yes |
| Mass Update | Allows a user to make bulk changes to certain fields of multiple issues simultaneously. | Click Here (admin menu) or Click Here (Issue Hub - only for open issues) |
Yes | No |
| Hide Notes / Show Notes | Hides the content of the entire Notes section. Or, if already hidden, show the content of the entire Notes section. This only affects the user who clicks the button, so other users' ability to see notes won't be affected by this. | Click on the Hide Notes or Show Notes button which is located above the notes area. | No | No |
| Set a Reminder | Allows a reminder to be set on one of the non-UDF date fields. The reminder can be set to notify a user or group. Reminders that defined user based on the timers defined on the reminder screen. The user to whom the reminder is assigned will also see the reminder appear in the Today's Reminders view of the Issue Hub when the date set for the First Reminder has been reached. | Choose a date for the desired field (Required By Date, Target Date, or Task Due Date) and then click the "Set a Reminder" clock icon to the right of the date. Fill out the reminder pop up, click the Set Reminder button, and then click the Update button on the issue. | Yes | Yes |
