Product Documentation

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

Issuetrak 11.4.1 Release Notes

release date: 8.14.2019

What's Changed

Logging

▪ We've made it easier to enable logging for the API

What's Fixed

Dashboard

▪ The Dashboard's panel titles were sometimes colliding with dashboard panel buttons instead of being truncated.

▪ The Dashboard's "Issues by Compliance Status" panel was not displaying the correct issues or compliance levels when opening its issue list. 

▪ Individual bar graph labels on the Dashboard were sometimes being omitted from the graph display, resulting in some graphs not having labels displayed.

Report Writer

▪ Report Writer queries were sometimes being filtered by IIS's request filter, resulting in 404 errors. 

User Interface

▪ We've added 20-character limits to the following areas of the product:
       ▪ The Knowledge Base-specific user add/edit permission labels
       ▪ The Report Writer's Knowledge Base query dataset name
       ▪ The "Home" dropdown menu label for the Knowledge Base
       ▪ Lefthand menu label for Knowledge Base in all areas of Issuetrak

▪ Issuetrak sites that had customized "Subject" labels were not seeing the Quick Search bar in the upper right updated with the custom label.

▪ HTML tags in Knowledge Base articles were not being properly escaped, sometimes resulting in HTML being rendered when it should have been displayed as inline HTML code. 

Upgrade Process

On-Premises

If you are an on-premises customer, you can learn more about the upgrade process here.

Before installing this update, please verify that your installation environment meets the latest system requirements.

If you utilize the Issuetrak RESTful API, it will be automatically updated when you upgrade Issuetrak.

Cloud

If you are a cloud customer, you can receive this update as needed to address reported issues and to assist with troubleshooting. Otherwise, the upgrade will be applied for you automatically to ensure the best possible Issuetrak experience.

You may also request the update for your site by contacting our Support Team at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

Additional Resources

The following resources are available to help address any questions or problems you might have as well as help you configure your Issuetrak site as effectively and efficiently as possible:

You can also connect with us and other Issuetrak customers through FacebookTwitter, and LinkedIn or subscribe to our Company Blog for ongoing tips, tricks, and other useful information.

Product Documentation

Issuetrak product documentation is available at our Product Documentation article. 

If the Online Help feature is enabled within your Issuetrak site, your users can also click the “?” located in the upper right of their Issuetrak user interface to open and search Admin & User Guide information in a web-based format. By default, this feature is automatically “Enabled for All Users” during installation but can be “Enabled for Licensed Users Only” or “Disabled” through your Administration > System > System Settings > System Defaults.

However, please keep in mind that a user must have at least one of the following permissions in order to access both Admin & User Guide content directly through their Online Help interface:

  • Sys Admin
  • Can access and maintain Administration functions
  • Allowed Read Only access to Administration information

All other users can access only User Guide content through their Online Help interface.

Technical Support

Our Support Team is happy to assist you with any technical questions or concerns. You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

More importantly, please keep in mind that every Issuetrak customer is entitled to exceptional and award-winning technical support and customer service through their Maintenance Plus Agreement, including:

  • Unlimited email, phone, and remote technical assistance during our standard Hours of Operation
  • Emergency technical assistance for system-critical issues outside our standard Hours of Operation
  • Unlimited access to our Technical Support Knowledge Base (KB) 24 hours a day/7 days a week
  • Unlimited access to all new releases and service packs as they become available

Our standard Hours of Operation are Monday through Friday, 8:00 AM to 8:00 PM (ET/GMT-5). In addition, at least one member of our Support Team is always “on call” to assist you with any system-critical issues 24/7.

To report system-critical issues that occur outside of our standard Hours of Operation, please call the Support line and speak to our 24/7 answering service. A member of our Support Team will return your call as soon as possible.

Professional Services

Our Professional Services Team offers a variety of configuration, implementation, and consulting services, including:

  • JumpStarts (for new customers) and TuneUps (for existing customers)
  • Administrator Training and User Training
  • Data Import Assistance

Please see our Consulting Services Overview for more information, or contact our Pro Services Team at 866-477-8387 (US & Canada), +1 757-213-1330 (International), or proservices@issuetrak.com.

Issuetrak 11.4 Release Notes

release date: 7.24.2019

We are proud to release Issuetrak 11.4. This release brings a host of improvements to the user interface for most of the System Settings menu items, as well as a minor update to the Special Function Table.

What's New

User Interface Enhancements

The look-and-feel of Issuetrak's System Settings menu has been standardized and vastly improved.  This provides a better overall experience for administrators when it is necessary to change important settings in the product, or for new customers setting up Issuetrak for the first time. 

  • All of the page content has been left-aligned where it was previously centered or just off-center
  • Section headers have been added in some areas where they previously didn't exist
  • Page headers and section headers are sized differently
  • Section headers are now accompanied by a horizontal rule to help administrators to better differentiate between settings
  • Each option label has been made bold for better emphasis
  • Where applicable, each option's summary text has been 'bundled' with section headers before the accompanying horizontal rule

Additionally, care has been taken to ensure that these changes render correctly in all of the supported browsers:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Microsoft Internet Explorer 11
What's Changed

User Interface Enhancements

Sometimes it's easier to see the changes for yourself. In order to facilitate that, we've provided before-and-after screencaps of several menus within Issuetrak below so that you can get a good idea of what visual changes to expect after you upgrade.  You can click on any of the images below to see them full-size. 

Here's are two examples that will give you an idea of how the layout will appear for each menu in the System Settings area:

System Defaults - Before/After:

Features - Before/After:

If you want to see these changes in a live Issuetrak environment, please visit preview.issuetrak.com and sign in with the credentials provided. 

Special Function Table

The Special Function Table has been updated to allow each field to contain 150 characters, rather than the 50-character limit that previously existed. 

Upgrade Process

On-Premises

If you are an on-premises customer, you can learn more about the upgrade process here.

Before installing this update, please verify that your installation environment meets the latest system requirements.

If you utilize the Issuetrak RESTful API, it will be automatically updated when you upgrade Issuetrak.

Cloud

If you are a cloud customer, you can receive this update as needed to address reported issues and to assist with troubleshooting. Otherwise, the upgrade will be applied for you automatically to ensure the best possible Issuetrak experience.

You may also request the update for your site by contacting our Support Team at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

Additional Resources

The following resources are available to help address any questions or problems you might have as well as help you configure your Issuetrak site as effectively and efficiently as possible:

You can also connect with us and other Issuetrak customers through FacebookTwitter, and LinkedIn or subscribe to our Company Blog for ongoing tips, tricks, and other useful information.

Product Documentation

Issuetrak product documentation is available at our Product Documentation article. 

If the Online Help feature is enabled within your Issuetrak site, your users can also click the “?” located in the upper right of their Issuetrak user interface to open and search Admin & User Guide information in a web-based format. By default, this feature is automatically “Enabled for All Users” during installation but can be “Enabled for Licensed Users Only” or “Disabled” through your Administration > System > System Settings > System Defaults.

However, please keep in mind that a user must have at least one of the following permissions in order to access both Admin & User Guide content directly through their Online Help interface:

  • Sys Admin
  • Can access and maintain Administration functions
  • Allowed Read Only access to Administration information

All other users can access only User Guide content through their Online Help interface.

Technical Support

Our Support Team is happy to assist you with any technical questions or concerns. You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

More importantly, please keep in mind that every Issuetrak customer is entitled to exceptional and award-winning technical support and customer service through their Maintenance Plus Agreement, including:

  • Unlimited email, phone, and remote technical assistance during our standard Hours of Operation
  • Emergency technical assistance for system-critical issues outside our standard Hours of Operation
  • Unlimited access to our Technical Support Knowledge Base (KB) 24 hours a day/7 days a week
  • Unlimited access to all new releases and service packs as they become available

Our standard Hours of Operation are Monday through Friday, 8:00 AM to 8:00 PM (ET/GMT-5). In addition, at least one member of our Support Team is always “on call” to assist you with any system-critical issues 24/7.

To report system-critical issues that occur outside of our standard Hours of Operation, please call the Support line and speak to our 24/7 answering service. A member of our Support Team will return your call as soon as possible.

Professional Services

Our Professional Services Team offers a variety of configuration, implementation, and consulting services, including:

  • JumpStarts (for new customers) and TuneUps (for existing customers)
  • Administrator Training and User Training
  • Data Import Assistance

Please see our Consulting Services Overview for more information, or contact our Pro Services Team at 866-477-8387 (US & Canada), +1 757-213-1330 (International), or proservices@issuetrak.com.


Issuetrak 11.3.2 Release Notes

release date: 6.14.2019

What's Changed
Database Schema

▪ The InsertedBySqlUser column has been removed from the AuditSqlUser table.

System Settings

▪ New installations will have the Rich Text Editor and HTML-formatted email enabled by default. 

What's Fixed

Active Directory

▪ When AD was enabled, the "New Caller" popup window wasn't taking all of the default caller template into account when creating new users. 

Permissions

▪ Users that were not Sys Admins were able to view the Installation/Upgrade history for their site.

User Interface

▪ The My Issues screen contained a blank white column in the Legend, causing discontinuity of the Legend header. 

▪ It was not possible to scroll through all UDFs if more than 33 of them existed when editing table-driven UDFs from the System Settings.

Known Issues

Security enhancements made to the product may impact behavior of plugins or extensions (such as Evernote and Grammarly).  A common example includes font-related errors pertaining to loading page content.  These errors are harmless and can be ignored.


Issuetrak 11.3.1 Release Notes

release date: 5.20.2019

What's Changed
User Interface

▪ The permission "Can view and enter content in Private Optional Fields" has been changed to read "Can view and enter content in Private User Defined Fields". 

▪ The 'Reset' button on the "Task Manager" screen was next to the 'Save' button and could cause end user confusion, resulting in clearing changes to tasks instead of saving them.  The 'Reset' button has been adjusted to appear further to the right to make it harder to confuse with the 'Save' button. 

What's Fixed

Active Directory

▪ AD imports would fail if an AD user account's "State" field contained greater than 20 characters. 

Asset Management

▪ Agents with administrative access (but without Sys Admin) permissions were unable to see Assets that were assigned to internal-only organizations. 

▪ An error would appear when attempting to search for assets that had an asset registry ID (in the database) of greater than 32767. 

Business Rules

▪ Auto assignment rules with "Submitted Between" set were working for every minute of duration specified in the rule except for the last minute. 

Deployment Tools

▪ The IDU/IDM was damaging connection strings when parsing databases containing spaces. 

Exporting to Excel

▪ The error "Invalid SQL Parameters for generating Excel worksheet" appeared in Excel when attempting to export data to Excel using Internet Explorer. 

Groups

▪ It was not possible to discern the difference between active and inactive groups on the "Groups" screen. By default, only active groups will now appear on the "Groups" screen. A "Show/Hide Inactive Groups" option has been added above the column on the far right.

▪ Group display names could be created with spaces on either side of the group name, causing problems when searching for the group.  

Issues

▪ A line was struck through the "Notes" header when viewing issues that had that header present in their custom screens.  

Issue Search

▪ Agents with "User Admin" permission that attempted to search for organizations on the Issue Search page were getting no results displayed. 

Notifications

▪ Notifications weren't being fired to all of the special functions users (if present) when notes were added. 

Outgoing Email

▪ Apostrophes were being doubled in recipient email addresses when emailing issues, KB articles, and surveys. 

▪ When using Internet Explorer, users encountered several problems with configuring Outgoing Email:  The Test Mail Server button didn't respond, Username/Password fields were displayed despite authentication being disabled, and it was not possible to turn Outgoing Email off. 

Report Writer

▪ The Report Writer was allowing users to run reports on UDFs they otherwise would not be able to see, which can potentially contain Personally Identifiable Information.

▪ Different results would display for a query depending on whether it was displayed in the product or exported to Excel.

Security

▪ The product was allowing unauthenticated users to read dashboard chart data from the site.

Service Level Agreements

▪ When Service Level Agreements were enabled, the "First Response Time" field was not being updated when the first response occurred via incoming email.

Tasks

▪ AD authenticated users were receiving the error "Invalid password entered" when attempting to complete secure tasks. 

▪ When users signed into Issuetrak using a differently-cased userid than stored in the database, they were prevented from reverting the status of tasks. 

▪ Tasks that were completed with "N/A" were changing to "Yes" once the task was edited.

▪ It was possible to create tasks with the same name in the product. 

User Defined Fields

▪ Issues were losing values in Yes/No UDFs when the issue type was changed to one that used a different custom screen. 

Users

▪ Group memberships were showing duplicated on a user's profile after their user ID had been merged with another. 

▪ It was not possible to discern the difference between a user template and an end user account when the Users List was viewed.

▪ The default user template wasn't being used when choosing the "New Caller" option.

Known Issues

Security enhancements made to the product may impact behavior of plugins or extensions (such as Evernote and Grammarly).  A common example includes font-related errors pertaining to loading page content.  These errors are harmless and can be ignored. 


Issuetrak 11.3 Release Notes

release date: 3.21.2019

Issuetrak 11.3 contains long-awaited improvements to security, tasks, and search capabilities within the product.  As always, we have included enhancements and bugfixes to continually improve our product.  Here are the highlights of this update:  

What's New

Security Enhancements

Below are some highlights of security features we have improved in 11.3.  For additional detail on these changes, as well as general information on the security of our product, please see our Security in Issuetrak article. 

Forced SSL 

If SSL is properly implemented for an Issuetrak site, the deployment tools will deploy a redirect for HTTP traffic to automatically go to the HTTPS binding for a site if no URL rewrite rule to do so is already present.  To this end, we now require that the URL Rewrite module for IIS be installed on your Web server.

Strict Transport Security

HTTP Strict Transport Security (HSTS) will now be enabled for sites that have SSL implemented. 

Miscellaneous Security Improvements

We've implemented HTTP response headers and limitations to HTTP requests.  Here are some highlights:  

  • HTTP request verbs are now limited to POST and GET, while allowing these as well as PUT under API sites.  
  • HTTP request strings containing less-than (<) or greater-than (>) signs are now denied.
  • HTTP requests containing Content-type headers are limited to 100 bytes, while headers matching any of the following are limited to zero bytes:  Translate, If, Lock-Token, and Transfer-Encoding.  
  • A Feature-Policy HTTP response header has been added to deny client-side access to unused browser features.  
  • Additional HTTP response header examples include Referrer-Policy, X-Content-Type-Options, X-Permitted-Cross-Domain-Policies, and X-XSS-Protection headers. 

Improved Search

We have listened to your feedback, and this release contains enhancements to the search functionality in the product.

The "Lookup Issue#" field in the upper right corner of Issuetrak now allows you to search by subject in addition to issue number.  Additionally, administrators can now configure any issue User Defined Field to be permanently visible on the "Search Issues" screen.  A new field called "Notes Entered By" has also been added to the "Search Issues" screen, which allows a user to narrow search results to notes entered by a specific user.

The Lookup Issue # page listed in the left menu has been removed. Users are encouraged to use the search field in the upper right corner of the product.

Tasks

Users will now need to have the "Can select substatus when submitting and maintaining issues" permission in order to change the Update Substatus To dropdowns within issue-related tasks.  This change bolsters security by ensuring only authorized users can change the substatus on issues with tasks.  Without this permission, the Update Substatus To dropdown will be grayed out. 

We've also streamlined the way tasks are ordered and displayed within the Task Manager.  The Task Manager interface has been modernized and made easier to understand.  Additionally, the default Task display order has been globally set to begin at '1'.  This change will be applied to all new and existing tasks during deployment.  

System Requirements

In order to support the new security features we're implementing with 11.3, the URL Rewrite module for IIS is now a system requirement.  If it is not installed, then the deployment tools will display an error and provide an official Microsoft URL to download it from.

Deployment Tools

It is now possible to add the API to an Issuetrak site during an upgrade.  By default, the API will be added during upgrades.  

We've also improved logic to prevent the Services context from re-running against sites matching the version of the deployment tools.  

What's Fixed

Issue Search

▪ Caller names containing apostrophes were not being found when attempting to search by name.

▪ It is no longer possible to use the Issue Search field to conduct wildcarded searches.  

Report Writer

▪ The "Description" field was missing from the "Configuration / Recurring Issues" data set in Report Writer.  

Tasks

▪ The Task Time pop-up was rendering the "OK" and "Cancel" buttons below the borders of the window, making them unreadable.  

User Defined Fields

▪ The menu item called "User Defined" that was located within "System Settings" has been renamed "User Defined Fields".  

Issue Visibility

▪ Users with the permission "Allowed Read Only access to Administration information" were able to view and promote Global Issues without having permission to do so.  

AD Imports

▪ Scheduled AD imports weren't completing if there was a problem mapping a single end user to a template.  

Known Issues

Security enhancements made to the product may impact behavior of plugins or extensions (such as Evernote and Grammarly).  A common example includes font-related errors pertaining to loading page content.  These errors are harmless and can be ignored.  


Issuetrak 11.2 Release Notes

release date: 1.15.2019

Issuetrak is pleased to introduce the User Administrator feature in Issuetrak 11.2.  This allows an end user account to have limited administrative capability over other users within their own Organization.  User Administrators can clone user accounts, grant group memberships, and perform password resets for users within their own Organization (and its "Additional Organizations").  An unlimited number of User Administrator accounts can be created, allowing you to offload the lower-effort and repetitive tasks involved with user creation and provisioning.  And here's the best part:

User Administrators don't take up any Agent licenses.

Additional enhancements and fixes to existing functionality have been added to this release and are detailed below.

What's New

User Administrator

User Administrator is a new permission that can be found under the "Administration" set of user permissions, labeled as Can access and maintain users in this user's Organization and its "Allowed Organizations".   User Administrator is mutually exclusive with the other limited administrator permissions, and an error will be displayed if either of the following permissions are selected when attempting to update a user account:

  • Allowed Read Only access to Administration information
  • Can access and maintain Administration functions

Legacy Upgrade Considerations

Issuetrak versions 8.0 - 9.9.6 contained the Organization Administrator feature, which allowed non-Agent users to have the limited ability to administer users within their organization.  This feature was removed in Issuetrak 10.0.  Customers running Issuetrak 9.9.x and using the Organization Administrator feature can, with the use of a SQL script, export their existing Organization Administrator users prior to upgrading. The export script generates a list of users with the Organization Administrator functionality and saves this list in the Issuetrak database.  The 11.2 deployment tools will look for this list, parse through it, and grant User Administrator permissions to the accounts listed.  If you wish to upgrade from Issuetrak 9.9.6 or older, please contact Issuetrak Support for assistance.  

Security Improvements

Communication between the Web and SQL servers can now be secured with TLS 1.2.  This was made possible by engineering the product to use Microsoft's new MSOLEDBSQL provider.  

New System Requirements

New installations and upgrades to 11.2 require that the Microsoft OLE DB Driver 18 for SQL Server is installed on the Web server whether or not the SQL server co-exists on the same machine.  The Issuetrak deployment tools will not install this software on the Web server.

Additionally, Windows Server 2008R2 is no longer a supported operating system on either server due to the requirements of the OLE DB driver mentioned above.  Thus, the supported operating systems are now Windows Server 2012 or 2012 R2, 2016 (32/64-bit; Standard, Datacenter).  See the System Requirements article for more details.

Custom Error Pages

Custom error pages have been added into the product.  Upgrades and new installations will have the new custom error pages integrated into the product, but if custom pages are already configured in IIS, they won't be changed.  These custom pages will only be displayed if Detailed Errors are enabled for the site in IIS.  

User Interface

The fonts and styling of various pages have been standardized to promote consistency of user experience.  

Performance Enhancement

Customers with a large number of issues recorded in their site should see improvements in loading times for issue-related screens.

Deployment Tools

The functionality of the GenerateDeploymentConfiguration IDU verb has been updated.  See the IDU Verb Documentation article to learn how this verb functions.

What's Fixed

Active Directory

▪ Organizational Units containing a ~tilde~ were failing to import during the AD import process and would display an "Invalid length" error.

▪ AD users were failing to log into Issuetrak if their AD username matched the pre-2k username for another user, or vice versa.

▪ Placing the text 'Inactive for Issuetrak' description in an AD user account was not preventing the account from being imported into Issuetrak.

▪ Existing AD scheduled imports that were configured for 12:xx AM would change to 1:xx AM if they were clicked and updated.

API

▪ When retrieving an issue via the API that had a UDF Decimal value filled in, the value would be rounded up to the nearest whole number.

Asset Management

▪ The 'Open Issues by Asset' Dashboard panel was not available to users with the permission "Can access and maintain Asset Management Module functions".

Attachments

▪ Some customers employing a reverse proxy were encountering a small pop-up window on Issuetrak pages specifically dealing with attachments.

Custom Screens

▪ Section headers within custom screens would throw an error if they contained a sequence consisting of a comma and a space.

Deployment Tools

▪ Informational messages from the IDU were being tagged incorrectly in log files.

Email Settings

▪ Administrators were encountering a 404 error when attempting to save email settings with an email server containing more than 50 characters.

Knowledge Base

▪ End users that were using the Knowledge Base feature on sites allowing concurrent end user logins were experiencing errors when a new login utilizing the same credentials occurred.

▪ When users were attempting to navigate directly to the 'KB Quick Search' URL, the login page would load despite having 'Allow anonymous search without requiring login (public items only)' enabled.

Projects

▪ Projects were being removed from issues after end users lacking project permissions added notes to the issues.  

Quick Picks

▪ Quick Picks that contained one or more equals signs in the Subject were removing any text after the equals sign.  

Rich Text Editor

▪ The rich-text editor was sometimes not responding to attempts to interact using the mouse after clicking the 'Reset' button in an issue.  

UDF Date Field

▪ User Defined Date fields were not allowing users to enter past dates when using the Chrome browser. Please note that the product will no longer demand confirmation from users when entering past dates!

Visibility Controls

▪ Users with the correct permissions in an internal-only organization were unable to view assets in their own organization.

Users

▪ When editing a user from an Issue screen, it was found that the 'Suppress All Email' option was checked and disabled, but it was neither checked nor disabled when viewing the user from the 'Edit User' screen.

▪ Editing a user via their display name hyperlink in an issue would clear that user's permissions.  


Issuetrak 11.1 Release Notes

release date: 10.23.2018

Our October release, Issuetrak 11.1, adds Admin Auditing functionality.  This keeps an audit log of various administrative settings, allowing changes to these settings to be tracked in great detail.  

Enhancements and fixes to existing functionality have been added to this release and are detailed below.

What's New

Admin Auditing gives you the ability to see changes made to critical Administrative settings within Issuetrak.  Audit records are kept from the moment Admin Auditing is enabled, can be searched and exported as a spreadsheet, and cannot be deleted from the Issuetrak web interface. The audit log tracks:  

  • What setting was changed
  • Approximately where the setting can be found
  • Who changed the setting
  • What the old value was
  • What the new value is
  • When it happened

But we haven't stopped with Admin Auditing!  We've expanded and improved upon several existing features, too.  

Pre-Submit Screen

Pre-Submit screen has been added to the options available on the Features page.  If you enable this, you can decide whether to include the Quick Pick selection field or the Issue Type selection field (or both!) on a Pre-Submit screen that will determine which Custom Screen will be displayed to end users.  

Special Function Search

The Special Functions List All page can now be sorted and searched for specific values.  

Configurable Validity Period for Password Reset Emails

It is now possible for an Issuetrak administrator to set the number of hours that a password reset email will be viable.  

What's Fixed

Active Directory

▪ Department names containing an ampersand or apostrophe were not getting mapped during the AD import process or updated appropriately upon user login.  

API

▪ The API could not be used to create issues to next action users with grandfathered Can Be Assigned Next Action permission.  

▪ The Inactive property has been removed from the Locations table because Locations cannot be inactivated.  If the API is used to retrieve the Locations DTO, the value for "IsActive" will now always be returned as True. 

 Custom Screens

▪ Issues could be submitted without a Project being selected, even if the custom screen for the issue type was set to require a Project to be selected.  

 Incoming Email

▪ Errors were encountered when the Incoming Email service attempted to process certain messages coming from an Office 365 mailbox.  

 Issue Notes

▪ End users were being logged out when they tried to add a note to an issue that they had access to as a result of being on the issue's email distribution.

 Locations

▪ Location Names and Location IDs that start with the same letters would improperly cause an Auto Complete pop-up window to appear when searching for Locations.

 Quick Picks

▪ The Unassigned Issues count would be reported incorrectly when issues were submitted via Quick Picks that assign the issue to the submitter.  

 Reports

▪ Queries that had filters set to use specific dates with a less-than-or-equal-to value were including the day after the date value provided in the search results.   

 Special Functions Table

▪ Records containing null values would not be displayed if a search was made on the Special Functions Table.

 UI

▪ Multiple columns would get stuck displaying "Loading" in the Summary tab of the My Issues screen when attempting to sort by column.  

 UserID Maintenance

▪ Customers that were on a Productivity License key and also at their user license limit were unable to perform a UserID change due to an error indicating that there are no user licenses available.

 Visibility Controls

▪ Agents without administrative permissions that were also not in an internal organization were unable to view the *Organization Details* page.  


Issuetrak 11.0.1 Release Notes

release date: 7.16.2018

What's Fixed

Active Directory

▪ The Mobile/SMS Email value (if populated) in user records was being cleared when users were imported or updated from Active Directory.

Business Rules

▪ Escalation rules would no longer fire after the Required By date was changed to a new value.

▪ The Windows scheduled task for Issue Escalation was not running at 15-minute intervals until 12:00AM on the day following an upgrade to Issuetrak 11.0.

Deployment Tools

▪ It was possible for a deployment of Issuetrak to report that it had completed successfully without having started the site in IIS.

▪ The Issuetrak distribution was being blocked in some On-Premise environments, preventing full functionality of the deployment tools.

▪ The presence of an FTP site in IIS prevented the IDU from functioning properly.

Email

▪ Outbound email utilizing TLS encryption was failing to authenticate with any designated SMTP server.

▪ Calendar deadline reminders were not sending when particular settings were selected.

Issues

▪ It was possible for the entire Notes area of several issues to be hidden due to collapsing the Notes section in a single issue.

▪ The Email Issue feature allowed users to view issues that they did not normally have the ability to access.

▪ When an issue was submitted via Quick Pick, and a matching Auto Assign was found, the Quick Pick's Assigned To field was overriding the Auto Assignment rule.

▪ It was possible for users to submit issues with invalid or restricted issue types.

▪ Private Large Text UDF fields were being truncated when they contained a quote and their associated issue was updated by a user without permission to see private UDFs.

▪ Recurring Issues that had been copied were not retaining the class of the original Recurring Issue.

▪ It was possible for users to download attachments associated with issues that the user did not have access to.

▪ If the Priority field was being used in issues, it would be blanked out after a user added a note.

Issue Search

▪ It was unclear how search criteria should be entered to search Text UDFs, so a hover tooltip to help users with determining search criteria has been added to the Issue Search page.

Outbound Email

▪ It was not possible to use outbound email authentication and TLS in conjunction with the following features:
▪ Email Issue
▪ Email KB Article
▪ Survey Invitations
▪ Scheduled Reports

Projects

▪ When a ProjectID containing a hyphen and space was selected from the type-ahead search, a pop-up reading “No matching records found.” would display.

Quick Picks

▪ When searching for Quick Picks, the type-ahead feature was only displaying results matching the first word in Quick Pick titles.

Reporting

▪ The fields “Billing Line Item Adjusted Rate” and “Billing Line Item Comment” were missing from the Issues / Service Contracts data set.

▪ Audited assets were reporting the Specified Model instead of the Audited Model.

▪ Scheduled reports based on a saved search containing references to “Ever Assigned To” were not taking the “Ever Assigned To” selection into consideration.

▪ Exported reports containing the Submitted Time field were displaying incorrect information in that field compared with the actual Submitted Time as it was displayed in the Issue View.

Tasks

▪ The auto-suggest feature was failing to appear under certain conditions when editing tasks in the Task Manager.
▪ Large numbers of tasks in an issue could degrade browser performance when viewing the issue.

User Interface

▪ Internet Explorer 11 would not render Issuetrak correctly unless Compatibility View was turned off.

▪ An error would display when a user clicked “Expanded List” in the Issue Types administration menu.

▪ The time was omitted from several issue lists throughout the product.

Visibility Controls

▪ It was possible for a user to view private KB articles without having the permission to do so.

▪ It was possible for users to view Substatus information about issues that they should not have had access to.

▪ It was possible for users to view information about Organizations that they should not have had access to.

▪ The Copy/Clone Issue feature allowed users to view issues that they did not normally have the ability to access.

Web Forms

▪ A new system user called IssuetrakWebFormsProcessingService has been added to Issuetrak to allow Issuetrak to interoperate with the Web Forms Processing Service.


Issuetrak 11.0 Release Notes

release date: 5.14.2018

Issuetrak is very proud to introduce Issuetrak 11.0. Our newest release brings with it a set of powerful new tools for deploying and upgrading Issuetrak. This article provides a brief outline of the new items introduced with 11.0, as well as a table of contents for accessing the documentation related to this release. This release does not change the overall user experience, as it primarily deals with behind-the-scenes changes to how Issuetrak is deployed in your environment.

You can jump to the 11.0 Table of Contents here.

If you are an existing customer ready to upgrade to the latest version of Issuetrak, please review all release details carefully, as there are significant changes that may impact your ability to upgrade at this time.

What's New

This release focuses on the deployment of Issuetrak. The Issuetrak Deployment Utility (IDU) and the Issuetrak Deployment Manager (IDM) have been developed with the system administrator in mind. These tools replace the deployment application that we provided with our previous releases.

Issuetrak Deployment Utility (IDU)

The Issuetrak Deployment Utility (IDU) is a versatile command line utility for deploying Issuetrak. The IDU gives you granular control over the deployment process, and provides verbose output to a console window so that you know exactly what's happening during deployment. The IDU is recommended for the system administrator that needs a high degree of control over how Issuetrak is deployed in their environment.

The IDU requires proficiency with PowerShell or the Command Prompt on Windows Server. If a more familiar graphical installation or upgrade experience is desired, then please consider using the Issuetrak Deployment Manager (IDM).

Issuetrak Deployment Manager (IDM)

The Issuetrak Deployment Manager (IDM) is the graphical front-end for the IDU that provides a friendly step-by-step “wizard” for installing or upgrading Issuetrak, while still retaining flexibility and a fair degree of control over the deployment. We recommend the IDM for deployment in most On-Premises environments.

API Installation

Previous releases of Issuetrak require manual installation of the API. Manual installation of the API for 11.0 and above is no longer required or supported. Both of the new deployment tools outlined above can now be used to deploy the API. The IDU can be used to deploy the API during an upgrade or installation of Issuetrak, while the IDM currently provides the option to deploy the API only during the installation of Issuetrak. If the API is already present in your site prior to upgrading, then it will automatically be upgraded along with the rest of the site.

Improved Security

Access to the SQL server's filesystem from the Web server is no longer required during deployment.

SQL Agent Jobs

SQL agent jobs are no longer used. They have been replaced with scheduled tasks.

What's Fixed

Asset Management

▪ Sites with Asset Management enabled would redirect to either a 404 error or a login page when attempting to edit a Software Purchase.

Auto-Assignment

▪ Auto-assignments were not processing for agents in qualifying organizations when the Submitter's Organization field was left blank.

Custom Screens

▪ When text UDFs were configured as required fields in custom screens, the presence of double quotes would prevent issues from being submitted successfully.

Export to Excel

▪ Text UDFs and Large Text UDFs containing emdashes or endashes were not appearing properly in exported Excel reports.

▪ Line breaks in the Issue Description field were not being carried over when exported to Excel.

▪ Special Function fields were not showing in Detail Output to Excel when they were supposed to be present.

Global Issues

▪ Global Issues were updating values for linked issues when they shouldn't have.

Issue Auditing

▪ Changes to data within Large Text UDFs were not being recorded properly in the Issue Change Log, when enabled.

Issue Search

▪ Issue searches containing question marks were causing an error, preventing search results from being returned.

▪ The “Search All” field present on the Search Issues and Search Articles screens was renamed to either “Search All Three” or “Search Both”, depending on whether the Solutions field is enabled.

Notifications

▪ End users were unable to see the Closed By field in notifications when it was supposed to be present.

Scheduled Tasks

▪ Scheduled tasks will now process multiple sites at once.

Users

▪ New user accounts were not being created when leaving the UserID field blank on the New Caller screen.

Known Issues

Outgoing Email

▪ Sites attempting to utilize TLS authentication with Outgoing Email will be unable to do so, and will see RC code 13 in the outbound email log.

Unassigned Issues

▪ Quick picks that are configured to assign issues to the issue submitter are leaving issues unassigned when the submitter is not an agent.

Launching the IDM

▪ The IDM may freeze up on “Checking .NET Framework version”. It is necessary to unblock the file “GetDotNetBuildNumber.ps1” in the distribution folder called Issuetrak.Deployment.Manager to prevent this.


Issuetrak Version 10.3.12

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.11

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.10

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.9

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.8

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.7

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.6

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.5

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.4

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.3

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.2

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3.1

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.3

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.2

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.1

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.0.1

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 10.0

Release Notes
System Requirements
Installation Guide | Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.6

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.5

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.4

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.3

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.2

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9.1

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.9

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides

Issuetrak Version 9.8

Release Notes
System Requirements
Installation Guide | Manual Installation Guide
Upgrade Guide | Manual Upgrade Guide
Admin & User Guides | Customizable Admin & User Guides


Upgrade Process

On-Premises

If you are an on-premises customer, you can learn more about the upgrade process here.

Before installing this update, please verify that your installation environment meets the latest system requirements.

If you utilize the Issuetrak RESTful API, it will be automatically upgraded when you upgrade Issuetrak.

Cloud

If you are a cloud customer, you can receive this update as needed to address reported issues and to assist with troubleshooting. Otherwise, the upgrade will be applied for you automatically to ensure the best possible Issuetrak experience.

You may also request the update for your site by contacting our Support Team at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

Additional Resources

The following resources are available to help address any questions or problems you might have as well as help you configure your Issuetrak site as effectively and efficiently as possible:

You can also connect with us and other Issuetrak customers through FacebookTwitter, and LinkedIn or subscribe to our Company Blog for ongoing tips, tricks, and other useful information.

Technical Support

Our Support Team is happy to assist you with any technical questions or concerns. You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

More importantly, please keep in mind that every Issuetrak customer is entitled to exceptional and award-winning technical support and customer service through their Maintenance Plus Agreement, including:

  • Unlimited email, phone, and remote technical assistance during our standard Hours of Operation
  • Emergency technical assistance for system-critical issues outside our standard Hours of Operation
  • Unlimited access to our Technical Support Knowledge Base (KB) 24 hours a day/7 days a week
  • Unlimited access to all new releases and service packs as they become available

Our standard Hours of Operation are Monday through Friday, 8:00 AM to 8:00 PM (ET/GMT-5). In addition, at least one member of our Support Team is always “on call” to assist you with any system-critical issues 24/7.

To report system-critical issues that occur outside of our standard Hours of Operation, please call the Support line and speak to our 24/7 answering service. A member of our Support Team will return your call as soon as possible.

Professional Services

Our Professional Services Team offers a variety of configuration, implementation, and consulting services, including:

  • JumpStarts (for new customers) and TuneUps (for existing customers)
  • Administrator Training and User Training
  • Data Import Assistance

Please see our Consulting Services Overview for more information, or contact our Pro Services Team at 866-477-8387 (US & Canada), +1 757-213-1330 (International), or proservices@issuetrak.com.