General

You can implement various password policies to help increase the security of your Issuetrak site. Behind the scenes, Issuetrak uses substantial protections to avoid the compromise of sensitive customer data. Different mechanisms are employed based o...

The Features page allows you to activate additional features on your site. Only features included in your license can be activated. However, you may evaluate or add other Features at any time by requesting an updated license from our Technical Sup...

Any organizational unit – such as a company or a subsidiary – interacting directly or indirectly with your Issuetrak system is an Organization . Organizations are the largest and most important of all Entities within Issuetrak. O...

Departments allow you to organize users based on the functional units they serve within your Organization, such as Accounting, Marketing, IT, etc. More importantly, Departments add another layer to your system’s data filtering options and a ...

The optional Tasks feature allows you to set up discrete actions and / or a consistent workflow required for the resolution of an issue. Tasks may be added individually or with a Task Group during the submission of an issue or at any time in the i...

Locations and Regions reflect physical user, issue, and asset locations. Regions generally define a larger area, while Locations are smaller entities within a Region. A Region might be defined as a state and a corresponding Location within that ...

Your system needs an overall structure for capturing and reporting issue-related information. This is accomplished by categorizing the issues being addressed through Issuetrak into: Classes – general categories such as Change Requests...

Priorities are used to indicate the relative importance of an issue. Identifying priorities among issues helps determine where a particular issue figures into the larger issue queue and how soon the issue might be addressed. Auto Assignments, Iss...

Issue Templates are issue submission templates you create for commonly addressed issues. They allow you to pre-define appropriate information and values for those issues, such as the Subject, Description, Issue Type, Subtype, Priority, Email Sub...

Creating New Issues Through Incoming Email You can have the system automatically convert emails into new issues through Incoming Email (IEM). You may configure Issuetrak to retrieve messages from Exchange, IMAP, POP3, or Office365 mailboxes. ...

Issue notifications are automatically generated based on events that occur within an issue. When an event occurs, emails are sent to users based on the role they hold on the issue. This document goes over those notifications and how they can be modi...

Controlling visibility to an issue allows you to control who can see an issue in Issuetrak. Many implementations require some sort of ability to control whether a user can see an issue. We can do this by using a combination of Entity Structures (O...

The Issue Forms feature in your Settings Lightbox allows you to customize the information displayed on different Issues Types, as well as the required fields that apply to those Issues Types. There is a generic, system-generated Issuetrak ...

Causes is an optional field allowing for root causes to be identified within issues. Identifying the cause of an issue can increase your ability to quantify and appropriately address known problems. This feature may be of particular interest to Is...

When you purchased Issuetrak software, you had a specific problem that needed to be resolved. Setting up your system and training your team are critical steps toward implementing Issuetrak successfully. And, if you’re the system administrator,...

Introduction Issuetrak is designed with a variety of configuration and customization options that allow you to shape its user interface according to your current operation and user base. It is also designed for long-term scalability s...

Whether you’re new to Issuetrak, or someone who’s used the software for years, there’s always another process that needs updating, a newly released feature you’re not sure of, or a new department that wants to reap the same b...

This article provides a high-level, general implementation plan for Issuetrak, including installation and configuration. Every installation varies and may not directly follow this guideline.   1. Communications Time Frame: 1 - 2 day...

If you are new to Issuetrak, the terms we use may be overwhelming. In some cases, the words we use may mean different things to different people. This document will give you a repository of the major terms used within Issuetrak. We’ll start ...

When using Issuetrak, the look and feel of the site are important as it helps provide additional information or better expresses the usage and usability of the site for your users.  Whether this is the login screen having additional text or ima...

When discussing “Issue Responsibilities,” your first thought might be the issue’s assignee, or possibly the submitter of the issue. However, there are a number of different roles within Issuetrak that tie into issue resolution and ...

Introduction Issuetrak is an incredibly configurable and flexible tool, allowing you to customize it to fit various business models. While configuring Issuetrak may initially appear challenging, we are here to guide you through every step of ...

Problem You may find that images from certain sources, such as Microsoft products, cannot be copied and pasted into Issuetrak's Rich Text Editor (RTE). No error will appear. The image simply won't paste into the editing area. Ca...

The Issue submission process is by far the most impactful setup process within Issuetrak. This is where all of the fields needed to collect, organize, and present information are placed to allow your workflows to process smoothly. Once configured, i...

This article explains how Issuetrak calculates the "Total/Adjusted Time Open Mins" via the value stored in the database.

Issuetrak 16.0 introduced significant changes to the way our licensing works. Prior to 16.0, sites utilized license keys in order to determine how many agents could be used and what features could be activated. Moving forward, we no longer prov...

The lifecycle of an issue varies depending on the usage, but there are also some similarities and best practices to follow. This guide aims to provide a structured understanding of the sequential steps involved in handling an issue within Issuetrak,...

Entities in Issuetrak serve as unique identifiers for users and groups of users, allowing for efficient organization and management. What a user can see and do in Issuetrak are controlled by user permissions and what entities they are associated wit...

Beginning with version 16.5, Issuetrak provides the ability for you to add embed codes to your site. When we talk about embed codes, we're referring to little snippets of JavaScript or HTML that you can leverage to improve your site experience o...

The ability to efficiently categorize and organize data is crucial for making informed business decisions. Among the variety of tools offered by Issuetrak, the Locations and Regions feature stands out as a versatile resource. ...