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Last Updated: 05/01/2024
in Getting Started General Whether you're a newcomer to Issuetrak or a seasoned user, the need for updates, understanding newly released features, or extending benefits to new departments is constant. However, finding the time to plan, implement, and test these tasks can ...
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Last Updated: 05/01/2024
in Administering Issuetrak
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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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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 list of Subsc...
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The fourth step in the Service Level Agreement setup is creating terms for Service Levels established in the previous step. Compliance with your Terms is calculated (and re-calculated if relevant Terms change) from the date and time an SLA...
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The third step in the Service Level Agreement setup is creating Service Levels . Service Levels establish the quality of service categories (e.g. Platinum, Gold, Silver, Bronze) available through an SLA. Only the name of the Service Leve...
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Severities organize (SLA and optionally non-SLA) issues into categories based on their impact on the user or overall user base. These categories can have generic (e.g. Severity 1, Severity 2, Severity 3) or fairly descriptive (e.g. Major, Moderate...
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Last Updated: 04/29/2024
in Getting Started General 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 ...
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Last Updated: 04/29/2024
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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Last Updated: 04/29/2024
in Administering Issuetrak