Updated Articles

  1. About Escalation Rules

    Your system can automatically escalate and take action in issues that remain open or idle for too long through Escalation Rules . Escalation Rules help ensure Assignees and Submitters never neglect or abandon their issues, especially when they are...
  2. About Issue Hub

    The Issue Hub is a centralized location for viewing open issues that you have access to. A few of the things you can do in the Issue Hub are: View all Open Issues you have access to View a Global Issues list Display Issues tha...
  3. About Business Rules

    Business Rules are a feature that facilitates automated changes to issues according to a set of criteria defined by an administrator.  In order to set up Business Rules, you must have the “ Sys Admin ” parameter or “ C...
  4. How to Automate with Business Rules

    Issuetrak has several types of business rules that allow you to automatically update issues in various ways to keep their progress moving forward. In this article, we will discuss examples of how you can utilize combinations of business rules that w...
  5. Product Documentation

    This article provides access to general documentation for all currently supported versions of Issuetrak.
  6. Issuetrak Release Notes

    Release notes for the latest version of Issuetrak.
  7. About Issue Responsibilities

    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 ...
  8. Web Accessibility Guidelines

    The Web Accessibility Initiative developed the Web Content Accessibility Guidelines (WCAG) to provide a single standard for web content accessibility that meets the needs of individuals with disabilities. Accessibility is a function of Un...
  9. Managing Service Agreements

    Service Level Agreements define the quality of service that specific Organizations, Groups, and/or Assets should receive. Each Agreement includes its own Default Severity , as well as a Start and End Date . It may also have an Email Distributio...
  10. About Solutions

    Solutions are text templates you create for closing issues. They allow you to pre-define appropriate answers, steps, or statements that address common questions, issues, and requests. While your Agents may still change or add information once...