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Issue Auditing allows you to capture most changes made to each issue record. Audit records can be searched from either the issue or the Administration menu, reported on using the Report Writer, and archived by date range.
Activating Issue A...
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There is an email log so that you can view a list of all messages processed by your IEM for the last seven days. Each message includes a system note as to what happened during processing. If the message was converted into an issue or note, the note ...
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Certain attachments, such as logo files or social media icons can appear repeatedly in your descriptions and notes, especially if included in the signatures of your users. You have the ability to identify the attachments you want to block from proce...
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You have the ability to specify text that is excluded from the email processing. When a block of text is input to be excluded, IEM will scan for it in the body of the message and when found, will eliminate it from the description / note of the issue...
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Keywords are words or phrases that cause an email to not be processed. IEM will search each incoming email message for matches in the From Address and From Name , or the Subject line, depending on which the keyword specifies. Default Keywords h...
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Incoming email tokens are part of the incoming email (IEM) processor. The processor reads these tokens, allowing you to update certain fields in the issue record. When an email is received, you have the ability to include tokens in the body of an em...
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Activating Incoming Email
As a prerequisite, you will need existing mailboxes to configure your IEM. If you have purchased a mailbox through Issuetrak, make sure you have that account information available.
Steps :
Cl...
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Created On: 08/07/2018
in Getting Started General 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. If you are also using Issue Notifications or...
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You can set, manage, and monitor service expectations for your clients through the Service Level Agreements (SLAs) configuration option. SLAs help improve accountability and quality of service, especially when used in conjunction with any ITIL Ser...
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Only users with Sys Admin permissions can activate Rich Text within your system. Once activated, any user can embed an image in any issue they can see. Embedding images into Knowledge Base articles requires the Can add, edit and delete Knowledge ...