Product Documentation

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

Issuetrak 11.8 Release Notes

release date: 11.22.2019

We are excited to release Issuetrak 11.8.  This release delivers frequently requested improvements to the Report Writer, along with Issue Search and Scheduled Reports.

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

What's New

We've incorporated enhancements to existing functionality:

Scheduled Reports
 
  • Scheduled reports can now be set to run at one-hour intervals.
    • In order to support this new ability, the Scheduled Reports Windows Scheduled Task has been changed to run on an hourly basis.
    • The new hourly scheduled reports can be set to run during specific hours each day.
       
  • Daily and weekly scheduled reports can now be set to run at a specific time.

Export to CSV
 

It is now possible to get information in CSV format from:

  • Issue Search:
    • Brief Output to CSV
    • Detailed Output to CSV
    • Export search results to CSV
       
  • Saved Searches:
    • Brief Output to CSV
    • Detailed Output to CSV
    • Export search results to CSV
       
  • Report Writer:
    • Queries
      • Query Results page
    • Reports
      • Report Results page
         
  • Scheduled Reports

Filtering by Relative Date Conditions
 

You can select rolling and relative date conditions in the Report Writer and Scheduled Reports for specified:

  • Days
  • Weeks
  • Months
  • Years

Longer Filter Statements
 
  • The Report Writer's filter statement field will now automatically adjust to the size of content.

Dataset Enhancements
 
  • We've added "Task Completed/Total Ratio" to the Issues/Tasks dataset in the Report Writer.
     
  • We've added the field "Location Created On" to every dataset in the Report Writer where Location information can be found.
  • We've created a new dataset (visible only to users with Administrator permissions) for Restrictions in the Report Writer.  A query on Restrictions can display the items that are currently restricted in Issuetrak along with other relevant information.

What's Fixed

Asset Management
 

When Asset Management was enabled, it was not possible to sort Assets by serial number. 

Locations
 

Locations with a backslash \ in their name were causing 404 errors when issues were submitted that contained that location.

Summary Reports
 

Users were receiving 404 errors when clicking the Total number links displayed in Summary Report results.

Surveys
 

When attempting to use "Email Survey" to email an individual survey result, the email was not being sent.

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.
  • You can download the latest version of Issuetrak here.

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 request the update for your site by:

Issuetrak 11.7 Release Notes

release date: 11.7.2019

We are excited to release Issuetrak 11.7.  This release continues the IEM and Rich Text Editor improvements from 11.6, while adding more logging behind the scenes. 

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

What's New

We've incorporated enhancements to existing functionality:

Incoming Email
 

IEM will now: 

  • Allow you to retry processing of messages previously retrieved by IEM from the IEM View Log screen
     
  • Provide the ability to search, filter and sort the IEM View Log
     
  • Parse sender display names and use them to intelligently fill in the First/Last Name fields for users created as a result of processing incoming email (if enabled)

Rich Text Editor
 
  • We've standardized the available font sizes in the Rich Text Editor.  The following sizes can now be selected within the Font Size dropdown:  8, 10, 12, 14, 16, 18, 24, 36, 48

Active Directory
 
  • We've added logging capability for the Active Directory "Test Connection" button so that it is possible to get further detail if the connection test fails. 

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 11.6.4 Release Notes

release date: 11.5.2019

We are excited to release Issuetrak 11.6.4. The main focus of our latest release is a complete rewrite of the Incoming Email subsystem, improvements to the Rich Text Editor, and numerous bugfixes.

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

What's New

We've incorporated enhancements to existing functionality:

New Configuration Options
 
  • New configuration options have been added to the Edit Mailbox screen to govern how IEM processes emails containing recipients in the CC field.
     
  • IEM will add AD users to issue distribution lists if they are CC'd as recipients on emails processed by Issuetrak.

Formatting Improvements
 
  • We've resolved problems related to extra spacing that appeared in certain issues processed via IEM.
     
  • Plaintext messages composed from Outlook or OWA will now be processed into issues containing the proper line breaks. 

Email Domain Matching
 

A new field called "IEM Email Domain" has been added to Organization records.  This field is used by IEM to determine the organization that an email sender should be assigned to (if the mailbox is configured to derive domain from sender address).

  • Additionally, the new field has been added to all datasets containing Organization data in the Report Writer, allowing this information to easily be queried. 
     
  • The "WWW Address" Organization field will remain, but has been renamed to "Web Address" and is no longer taken into account when IEM processes email.  The contents of this field will not be copied over to the new "IEM Email Domain" field.

Enhanced Loop Protection
 
  • IEM now requires "Delete after processing" for POP email accounts. This setting cannot be unchecked
     
    • If you did not have this selected prior to upgrading to 11.6, then previous messages will be deleted. 
       
    • If you wish to keep a copy of your existing emails, you will need to configure your environment to do so prior to upgrading.  Please do not use your Inbox as your email archive. 
       
  • Issuetrak will avoid processing emails that had been processed prior to upgrading or changing a mailbox to POP. 

Improved Logging
 
  • The IEM View Log within the application has been improved to provide much more detail when an error is encountered.
     
  • The log retention period has been extended from 3 to 7 days.
     
  • Upgrading to 11.6 will clear the existing in-application IEM View Log

More Informative Error Notifications
 
  • IEM's "Notify on Error" capability has been bolstered with the addition of new and full error messages to assist in troubleshooting problems with processing incoming email. 
     
    • Active mailboxes in a damaged state will send a Notify on Error message every time IEM attempts to process the mailbox.  

Better Token Access Control

IEM now processes email tokens in a more predictable way:

  • When IEM processes an email containing tokens directed at a Global Issue, it will now ensure that the issue does not have "Override default field update settings for linked Issues" selected prior to executing the tokens against the issue.
     
  • Tokens are now applied to the issue under the originating message sender's userid, rather than under the GlobalIssue userid as before.
     
  • Close Issue tokens are validated against the submitting userid's visibility and close permissions before being executed.

Updated User Interface
 
  • We've been steadily updating the UI throughout the Administrative areas of the product, and the screens relating to Incoming Email are the latest to receive the UI updates.

Smarter User Account Matching
 
  • Prior to 11.6, if an email was sent from an email address that is shared in common with multiple users, then the first matching user was added to the issue the email was for.  Starting with 11.6, the first matching user that has visibility on the issue will be selected for this scenario. 

Rich Text Editor
 
  • We've upgraded the underlying software for our Rich Text Editor to enhance the user experience:
     
    • The default size of RTE fields was increased.
       
    • Every RTE field will now auto-resize to allow a much larger view of the editable content.  This is most evident in KB articles, Issue Note and Description fields. 
       
    • The 'Insert Table' functionality has been improved so that new tables are recognizable and edited more easily.

What's Changed

We have dropped support for Exchange 2010 and earlier

Microsoft has marked Exchange 2010 as end-of-life, and we are following suit.  If you are still processing email that is hosted from Exchange 2010, we would recommend that you ensure Issuetrak can connect to the mailbox(es) via IMAP to avoid any downtime. 

IEM no longer runs as a Windows Service, but as a Scheduled Task. *

The IEM scheduled task doesn't rely on EmailConfiguration.xml to provide connection strings, and instead gets its connection strings from the Core site's web.config. 

* This change only affects On-Premises customers.

What's Fixed

We've corrected some unintended behavior.

Email Issue
 
  • When the "Email Issue" functionality was used with attachments, the outgoing message was always flagged with high importance. 

Tasks
 
  • Task names that contained an ampersand (&) were appearing instead as "&" when viewed from the My Issues screen. 

Dashboard
 
  • Users were presented with a pop-up authentication window if they stayed on the Dashboard page for a long time.  

Significant Site Disruption After Applying Windows Updates
 
  • Microsoft has fixed the patch that had previously broken functionality in Issuetrak. The workaround that we integrated into Issuetrak is no longer necessary, so we have removed it.  

Organizations
 
  • Administrators would receive an error when attempting to add an organization containing a date UDF to Issuetrak. 

Permissions

IEM was not taking into account:

  • Whether a user had permission to view issues prior to adding notes.
     
    • We've included an option to toggle issue visibility requirement when adding notes via IEM 
       
  • Whether a user with "Can close issues" permission also had the permission "Limit to Issues submitted by this user" when closing issues.
     
  • Whether a user had access to an issue prior to executing a "Close Issue" email token.  Users issuing a "Close Issue" token are now inspected by IEM to determine whether they have the ability to access the issue prior to executing the "Close Issue" email token. 
     
  • Whether a user had permission to edit issues prior to executing any email token allowing priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have the "Can edit issues" permission prior to executing the email token. 
     
  • Whether a user had "Can view Issues Submitted by other users" prior to executing any email token allowing Next Action, Assigned To, priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have access to the issue they are submitting a token for prior to executing the email token. 

Special Characters
 
  • IEM was failing to look up user accounts when their email address contained a single quote.
     
  • Emails from sender addresses containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • Issues submitted via IEM and containing less-than (<) and greater-than (>) characters in the original email subject had those same characters removed in the resulting Issue's subject.
     
  • Issues submitted via IEM and containing the less-than (<) character in the original email body had that character and all subsequent text removed within the Issue's Description field.
     
  • CC'd recipients on emails in IEM containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • IEM would fail to process emails when it was configured to use a Quick Pick containing a slash in its name.

Incorrect or Missing Information
 
  • IEM was not processing emails with MIME-types of message/rfc822 when the emails were retrieved via Gmail. 
     
  • Some issues submitted by End Users would have the Submitted Date and Submitter Phone Number appear on the View Issue screen but not on the Edit Issue screen.
     
  • Emails containing nested MimeParts were not processed correctly by IEM, resulting in issues being created that contained blank Description fields.
     
  • IEM would fail to process email when certain Parameters were deleted from the site. 
     
  • When IEM was configured to use a Quick Pick with an assigned task, it was found that the email notifications to the task assignee did not contain all of the information normally associated with the @IssueDetails token.
     
  • When IEM was set to only accept email from existing Issuetrak or AD users and  "Notify on Error" was configured properly, it was found that messages from non-Issuetrak/AD users would trigger the error notification, but the application's IEM logging wouldn't contain any error associated with the message.
     
  • When multiple UDF email tokens were specified and processed by IEM, it was found that the value for the second token would appear in the first token.  Upon editing the issue, the values would be corrected by the system.

Attachments
 
  • IEM would process emails generated by ancilliary services (such as phone or monitoring systems) containing attachments, but the resulting issues did not contain the attachments.
     
    • As a result of this being resolved, you may see an increase in the number of attachments for issues.
       
  • Non-deliverable messages containing attachments were being processed by IEM into issues without the attachments.

Auto-Assignments
 
  • IEM auto-assignments weren't occurring when the user to be auto-assigned was a Sysadmin.

Inactive Mailboxes
 
  • IEM was connecting to mailboxes marked as Inactive in Issuetrak.  The new IEM scheduled task will ignore inactive IEM mailboxes.

Rich Text Editor
 
  • When the Rich Text was enabled and the font size set to anything other than 12, the first line of any note or Description field in an issue was size 12, while the rest of the text was in the size set for Rich Text in System Defaults. 
     
  • The Rich Text Editor's table functionality was very difficult to use due to the way tables were rendered. 
     
  • The Rich Text Editor would lose its left border at 75% zoom in Chrome, Edge and IE. 
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 11.6.3 Release Notes

release date: 10.28.2019

We are excited to release Issuetrak 11.6.3. The main focus of our latest release is a complete rewrite of the Incoming Email subsystem, improvements to the Rich Text Editor, and numerous bugfixes.

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

What's New

We've incorporated enhancements to existing functionality:

New Configuration Options
 
  • New configuration options have been added to the Edit Mailbox screen to govern how IEM processes emails containing recipients in the CC field.
     
  • IEM will add AD users to issue distribution lists if they are CC'd as recipients on emails processed by Issuetrak.

Formatting Improvements
 
  • We've resolved problems related to extra spacing that appeared in certain issues processed via IEM.
     
  • Plaintext messages composed from Outlook or OWA will now be processed into issues containing the proper line breaks. 

Email Domain Matching
 

A new field called "IEM Email Domain" has been added to Organization records.  This field is used by IEM to determine the organization that an email sender should be assigned to (if the mailbox is configured to derive domain from sender address).

  • Additionally, the new field has been added to all datasets containing Organization data in the Report Writer, allowing this information to easily be queried. 
     
  • The "WWW Address" Organization field will remain, but has been renamed to "Web Address" and is no longer taken into account when IEM processes email.  The contents of this field will not be copied over to the new "IEM Email Domain" field.

Enhanced Loop Protection
 
  • IEM now requires "Delete after processing" for POP email accounts. This setting cannot be unchecked
     
    • If you did not have this selected prior to upgrading to 11.6, then previous messages will be deleted. 
       
    • If you wish to keep a copy of your existing emails, you will need to configure your environment to do so prior to upgrading.  Please do not use your Inbox as your email archive. 
       
  • Issuetrak will avoid processing emails that had been processed prior to upgrading or changing a mailbox to POP. 

Improved Logging
 
  • The IEM View Log within the application has been improved to provide much more detail when an error is encountered.
     
  • The log retention period has been extended from 3 to 7 days.
     
  • Upgrading to 11.6 will clear the existing in-application IEM View Log

More Informative Error Notifications
 
  • IEM's "Notify on Error" capability has been bolstered with the addition of new and full error messages to assist in troubleshooting problems with processing incoming email. 
     
    • Active mailboxes in a damaged state will send a Notify on Error message every time IEM attempts to process the mailbox.  

Better Token Access Control

IEM now processes email tokens in a more predictable way:

  • When IEM processes an email containing tokens directed at a Global Issue, it will now ensure that the issue does not have "Override default field update settings for linked Issues" selected prior to executing the tokens against the issue.
     
  • Tokens are now applied to the issue under the originating message sender's userid, rather than under the GlobalIssue userid as before.
     
  • Close Issue tokens are validated against the submitting userid's visibility and close permissions before being executed.

Updated User Interface
 
  • We've been steadily updating the UI throughout the Administrative areas of the product, and the screens relating to Incoming Email are the latest to receive the UI updates.

Smarter User Account Matching
 
  • Prior to 11.6, if an email was sent from an email address that is shared in common with multiple users, then the first matching user was added to the issue the email was for.  Starting with 11.6, the first matching user that has visibility on the issue will be selected for this scenario. 

Rich Text Editor
 
  • We've upgraded the underlying software for our Rich Text Editor to enhance the user experience:
     
    • The default size of RTE fields was increased.
       
    • Every RTE field will now auto-resize to allow a much larger view of the editable content.  This is most evident in KB articles, Issue Note and Description fields. 
       
    • The 'Insert Table' functionality has been improved so that new tables are recognizable and edited more easily.

What's Changed

We have dropped support for Exchange 2010 and earlier

Microsoft has marked Exchange 2010 as end-of-life, and we are following suit.  If you are still processing email that is hosted from Exchange 2010, we would recommend that you ensure Issuetrak can connect to the mailbox(es) via IMAP to avoid any downtime. 

IEM no longer runs as a Windows Service, but as a Scheduled Task. *

The IEM scheduled task doesn't rely on EmailConfiguration.xml to provide connection strings, and instead gets its connection strings from the Core site's web.config. 

* This change only affects On-Premises customers.

What's Fixed

We've corrected some unintended behavior.

Email Issue
 
  • When the "Email Issue" functionality was used with attachments, the outgoing message was always flagged with high importance. 

Tasks
 
  • Task names that contained an ampersand (&) were appearing instead as "&" when viewed from the My Issues screen. 

Dashboard
 
  • Users were presented with a pop-up authentication window if they stayed on the Dashboard page for a long time.  

Significant Site Disruption After Applying Windows Updates
 
  • Microsoft has fixed the patch that had previously broken functionality in Issuetrak. The workaround that we integrated into Issuetrak is no longer necessary, so we have removed it.  

Organizations
 
  • Administrators would receive an error when attempting to add an organization containing a date UDF to Issuetrak. 

Permissions

IEM was not taking into account:

  • Whether a user had permission to view issues prior to adding notes.
     
  • Whether a user with "Can close issues" permission also had the permission "Limit to Issues submitted by this user" when closing issues.
     
  • Whether a user had access to an issue prior to executing a "Close Issue" email token.  Users issuing a "Close Issue" token are now inspected by IEM to determine whether they have the ability to access the issue prior to executing the "Close Issue" email token. 
     
  • Whether a user had permission to edit issues prior to executing any email token allowing priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have the "Can edit issues" permission prior to executing the email token. 
     
  • Whether a user had "Can view Issues Submitted by other users" prior to executing any email token allowing Next Action, Assigned To, priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have access to the issue they are submitting a token for prior to executing the email token. 

Special Characters
 
  • IEM was failing to look up user accounts when their email address contained a single quote.
     
  • Emails from sender addresses containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • Issues submitted via IEM and containing less-than (<) and greater-than (>) characters in the original email subject had those same characters removed in the resulting Issue's subject.
     
  • Issues submitted via IEM and containing the less-than (<) character in the original email body had that character and all subsequent text removed within the Issue's Description field.
     
  • CC'd recipients on emails in IEM containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • IEM would fail to process emails when it was configured to use a Quick Pick containing a slash in its name.

Incorrect or Missing Information
 
  • IEM was not processing emails with MIME-types of message/rfc822 when the emails were retrieved via Gmail. 
     
  • Some issues submitted by End Users would have the Submitted Date and Submitter Phone Number appear on the View Issue screen but not on the Edit Issue screen.
     
  • Emails containing nested MimeParts were not processed correctly by IEM, resulting in issues being created that contained blank Description fields.
     
  • IEM would fail to process email when certain Parameters were deleted from the site. 
     
  • When IEM was configured to use a Quick Pick with an assigned task, it was found that the email notifications to the task assignee did not contain all of the information normally associated with the @IssueDetails token.
     
  • When IEM was set to only accept email from existing Issuetrak or AD users and  "Notify on Error" was configured properly, it was found that messages from non-Issuetrak/AD users would trigger the error notification, but the application's IEM logging wouldn't contain any error associated with the message.
     
  • When multiple UDF email tokens were specified and processed by IEM, it was found that the value for the second token would appear in the first token.  Upon editing the issue, the values would be corrected by the system.

Attachments
 
  • IEM would process emails generated by ancilliary services (such as phone or monitoring systems) containing attachments, but the resulting issues did not contain the attachments.
     
    • As a result of this being resolved, you may see an increase in the number of attachments for issues.
       
  • Non-deliverable messages containing attachments were being processed by IEM into issues without the attachments.

Auto-Assignments
 
  • IEM auto-assignments weren't occurring when the user to be auto-assigned was a Sysadmin.

Inactive Mailboxes
 
  • IEM was connecting to mailboxes marked as Inactive in Issuetrak.  The new IEM scheduled task will ignore inactive IEM mailboxes.

Rich Text Editor
 
  • When the Rich Text was enabled and the font size set to anything other than 12, the first line of any note or Description field in an issue was size 12, while the rest of the text was in the size set for Rich Text in System Defaults. 
     
  • The Rich Text Editor's table functionality was very difficult to use due to the way tables were rendered. 
     
  • The Rich Text Editor would lose its left border at 75% zoom in Chrome, Edge and IE. 
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 11.6.2 Release Notes

release date: 10.21.2019

We are excited to release Issuetrak 11.6.2. The main focus of our latest release is a complete rewrite of the Incoming Email subsystem, improvements to the Rich Text Editor, and numerous bugfixes.

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

What's New

We've incorporated enhancements to existing functionality:

New Configuration Options
 
  • New configuration options have been added to the Edit Mailbox screen to govern how IEM processes emails containing recipients in the CC field.
     
  • IEM will add AD users to issue distribution lists if they are CC'd as recipients on emails processed by Issuetrak.

Formatting Improvements
 
  • We've resolved problems related to extra spacing that appeared in certain issues processed via IEM.
     
  • Plaintext messages composed from Outlook or OWA will now be processed into issues containing the proper line breaks. 

Email Domain Matching
 

A new field called "IEM Email Domain" has been added to Organization records.  This field is used by IEM to determine the organization that an email sender should be assigned to (if the mailbox is configured to derive domain from sender address).

  • Additionally, the new field has been added to all datasets containing Organization data in the Report Writer, allowing this information to easily be queried. 
     
  • The "WWW Address" Organization field will remain, but has been renamed to "Web Address" and is no longer taken into account when IEM processes email.  The contents of this field will not be copied over to the new "IEM Email Domain" field.

Enhanced Loop Protection
 
  • IEM now requires "Delete after processing" for POP email accounts. This setting cannot be unchecked
     
    • If you did not have this selected prior to upgrading to 11.6, then previous messages will be deleted. 
       
    • If you wish to keep a copy of your existing emails, you will need to configure your environment to do so prior to upgrading.  Please do not use your Inbox as your email archive. 
       
  • Issuetrak will avoid processing emails that had been processed prior to upgrading or changing a mailbox to POP. 

Improved Logging
 
  • The IEM View Log within the application has been improved to provide much more detail when an error is encountered.
     
  • The log retention period has been extended from 3 to 7 days.
     
  • Upgrading to 11.6 will clear the existing in-application IEM View Log

More Informative Error Notifications
 
  • IEM's "Notify on Error" capability has been bolstered with the addition of new and full error messages to assist in troubleshooting problems with processing incoming email. 
     
    • Active mailboxes in a damaged state will send a Notify on Error message every time IEM attempts to process the mailbox.  

Better Token Access Control

IEM now processes email tokens in a more predictable way:

  • When IEM processes an email containing tokens directed at a Global Issue, it will now ensure that the issue does not have "Override default field update settings for linked Issues" selected prior to executing the tokens against the issue.
     
  • Tokens are now applied to the issue under the originating message sender's userid, rather than under the GlobalIssue userid as before.
     
  • Close Issue tokens are validated against the submitting userid's visibility and close permissions before being executed.

Updated User Interface
 
  • We've been steadily updating the UI throughout the Administrative areas of the product, and the screens relating to Incoming Email are the latest to receive the UI updates.

Smarter User Account Matching
 
  • Prior to 11.6, if an email was sent from an email address that is shared in common with multiple users, then the first matching user was added to the issue the email was for.  Starting with 11.6, the first matching user that has visibility on the issue will be selected for this scenario. 

Rich Text Editor
 
  • We've upgraded the underlying software for our Rich Text Editor to enhance the user experience:
     
    • The default size of RTE fields was increased.
       
    • Every RTE field will now auto-resize to allow a much larger view of the editable content.  This is most evident in KB articles, Issue Note and Description fields. 
       
    • The 'Insert Table' functionality has been improved so that new tables are recognizable and edited more easily.

What's Changed

We have dropped support for Exchange 2010 and earlier

Microsoft has marked Exchange 2010 as end-of-life, and we are following suit.  If you are still processing email that is hosted from Exchange 2010, we would recommend that you ensure Issuetrak can connect to the mailbox(es) via IMAP to avoid any downtime. 

IEM no longer runs as a Windows Service, but as a Scheduled Task. *

The IEM scheduled task doesn't rely on EmailConfiguration.xml to provide connection strings, and instead gets its connection strings from the Core site's web.config. 

* This change only affects On-Premises customers.

What's Fixed

We've corrected some unintended behavior.

Organizations
 
  • Administrators would receive an error when attempting to add an organization containing a date UDF to Issuetrak. 

Permissions

IEM was not taking into account:

  • Whether a user had permission to view issues prior to adding notes.
     
  • Whether a user with "Can close issues" permission also had the permission "Limit to Issues submitted by this user" when closing issues.
     
  • Whether a user had access to an issue prior to executing a "Close Issue" email token.  Users issuing a "Close Issue" token are now inspected by IEM to determine whether they have the ability to access the issue prior to executing the "Close Issue" email token. 
     
  • Whether a user had permission to edit issues prior to executing any email token allowing priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have the "Can edit issues" permission prior to executing the email token. 
     
  • Whether a user had "Can view Issues Submitted by other users" prior to executing any email token allowing Next Action, Assigned To, priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have access to the issue they are submitting a token for prior to executing the email token. 

Special Characters
 
  • IEM was failing to look up user accounts when their email address contained a single quote.
     
  • Emails from sender addresses containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • Issues submitted via IEM and containing less-than (<) and greater-than (>) characters in the original email subject had those same characters removed in the resulting Issue's subject.
     
  • Issues submitted via IEM and containing the less-than (<) character in the original email body had that character and all subsequent text removed within the Issue's Description field.
     
  • CC'd recipients on emails in IEM containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • IEM would fail to process emails when it was configured to use a Quick Pick containing a slash in its name.

Incorrect or Missing Information
 
  • Emails containing nested MimeParts were not processed correctly by IEM, resulting in issues being created that contained blank Description fields.
     
  • IEM would fail to process email when certain Parameters were deleted from the site. 
     
  • When IEM was configured to use a Quick Pick with an assigned task, it was found that the email notifications to the task assignee did not contain all of the information normally associated with the @IssueDetails token.
     
  • When IEM was set to only accept email from existing Issuetrak or AD users and  "Notify on Error" was configured properly, it was found that messages from non-Issuetrak/AD users would trigger the error notification, but the application's IEM logging wouldn't contain any error associated with the message.
     
  • When multiple UDF email tokens were specified and processed by IEM, it was found that the value for the second token would appear in the first token.  Upon editing the issue, the values would be corrected by the system.

Attachments
 
  • IEM would process emails generated by ancilliary services (such as phone or monitoring systems) containing attachments, but the resulting issues did not contain the attachments.
     
    • As a result of this being resolved, you may see an increase in the number of attachments for issues.
       
  • Non-deliverable messages containing attachments were being processed by IEM into issues without the attachments.

Auto-Assignments
 
  • IEM auto-assignments weren't occurring when the user to be auto-assigned was a Sysadmin.

Inactive Mailboxes
 
  • IEM was connecting to mailboxes marked as Inactive in Issuetrak.  The new IEM scheduled task will ignore inactive IEM mailboxes.

Rich Text Editor
 
  • When the Rich Text was enabled and the font size set to anything other than 12, the first line of any note or Description field in an issue was size 12, while the rest of the text was in the size set for Rich Text in System Defaults. 
     
  • The Rich Text Editor's table functionality was very difficult to use due to the way tables were rendered. 
     
  • The Rich Text Editor would lose its left border at 75% zoom in Chrome, Edge and IE. 
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 11.6.1 Release Notes

release date: 10.18.2019

We are excited to release Issuetrak 11.6.1. The main focus of our latest release is a complete rewrite of the Incoming Email subsystem, improvements to the Rich Text Editor, and numerous bugfixes.

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

What's New

We've incorporated enhancements to existing functionality:

New Configuration Options
 
  • New configuration options have been added to the Edit Mailbox screen to govern how IEM processes emails containing recipients in the CC field.
     
  • IEM will add AD users to issue distribution lists if they are CC'd as recipients on emails processed by Issuetrak.

Formatting Improvements
 
  • We've resolved problems related to extra spacing that appeared in certain issues processed via IEM.
     
  • Plaintext messages composed from Outlook or OWA will now be processed into issues containing the proper line breaks. 

Email Domain Matching
 

A new field called "IEM Email Domain" has been added to Organization records.  This field is used by IEM to determine the organization that an email sender should be assigned to (if the mailbox is configured to derive domain from sender address).

  • Additionally, the new field has been added to all datasets containing Organization data in the Report Writer, allowing this information to easily be queried. 
     
  • The "WWW Address" Organization field will remain, but has been renamed to "Web Address" and is no longer taken into account when IEM processes email.  The contents of this field will not be copied over to the new "IEM Email Domain" field.

Enhanced Loop Protection
 
  • IEM now requires "Delete after processing" for POP email accounts. This setting cannot be unchecked
     
    • If you did not have this selected prior to upgrading to 11.6, then previous messages will be deleted. 
       
    • If you wish to keep a copy of your existing emails, you will need to configure your environment to do so prior to upgrading.  Please do not use your Inbox as your email archive. 
       
  • Issuetrak will avoid processing emails that had been processed prior to upgrading or changing a mailbox to POP. 

Improved Logging
 
  • The IEM View Log within the application has been improved to provide much more detail when an error is encountered.
     
  • The log retention period has been extended from 3 to 7 days.
     
  • Upgrading to 11.6 will clear the existing in-application IEM View Log

More Informative Error Notifications
 
  • IEM's "Notify on Error" capability has been bolstered with the addition of new and full error messages to assist in troubleshooting problems with processing incoming email. 
     
    • Active mailboxes in a damaged state will send a Notify on Error message every time IEM attempts to process the mailbox.  

Better Token Access Control

IEM now processes email tokens in a more predictable way:

  • When IEM processes an email containing tokens directed at a Global Issue, it will now ensure that the issue does not have "Override default field update settings for linked Issues" selected prior to executing the tokens against the issue.
     
  • Tokens are now applied to the issue under the originating message sender's userid, rather than under the GlobalIssue userid as before.
     
  • Close Issue tokens are validated against the submitting userid's visibility and close permissions before being executed.

Updated User Interface
 
  • We've been steadily updating the UI throughout the Administrative areas of the product, and the screens relating to Incoming Email are the latest to receive the UI updates.

Smarter User Account Matching
 
  • Prior to 11.6, if an email was sent from an email address that is shared in common with multiple users, then the first matching user was added to the issue the email was for.  Starting with 11.6, the first matching user that has visibility on the issue will be selected for this scenario. 

Rich Text Editor
 
  • We've upgraded the underlying software for our Rich Text Editor to enhance the user experience:
     
    • The default size of RTE fields was increased.
       
    • Every RTE field will now auto-resize to allow a much larger view of the editable content.  This is most evident in KB articles, Issue Note and Description fields. 
       
    • The 'Insert Table' functionality has been improved so that new tables are recognizable and edited more easily.

What's Changed

We have dropped support for Exchange 2010 and earlier

Microsoft has marked Exchange 2010 as end-of-life, and we are following suit.  If you are still processing email that is hosted from Exchange 2010, we would recommend that you ensure Issuetrak can connect to the mailbox(es) via IMAP to avoid any downtime. 

IEM no longer runs as a Windows Service, but as a Scheduled Task. *

The IEM scheduled task doesn't rely on EmailConfiguration.xml to provide connection strings, and instead gets its connection strings from the Core site's web.config. 

* This change only affects On-Premises customers.

What's Fixed

We've corrected some unintended behavior.

Permissions

IEM was not taking into account:

  • Whether a user had permission to view or edit issues prior to adding notes.
     
  • Whether a user with "Can close issues" permission also had the permission "Limit to Issues submitted by this user" when closing issues.
     
  • Whether a user had access to an issue prior to executing a "Close Issue" email token.  Users issuing a "Close Issue" token are now inspected by IEM to determine whether they have the ability to access the issue prior to executing the "Close Issue" email token. 
     
  • Whether a user had permission to edit issues prior to executing any email token allowing priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have the "Can edit issues" permission prior to executing the email token. 
     
  • Whether a user had "Can view Issues Submitted by other users" prior to executing any email token allowing Next Action, Assigned To, priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have access to the issue they are submitting a token for prior to executing the email token. 

Special Characters
 
  • IEM was failing to look up user accounts when their email address contained a single quote.
     
  • Emails from sender addresses containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • Issues submitted via IEM and containing less-than (<) and greater-than (>) characters in the original email subject had those same characters removed in the resulting Issue's subject.
     
  • Issues submitted via IEM and containing the less-than (<) character in the original email body had that character and all subsequent text removed within the Issue's Description field.
     
  • CC'd recipients on emails in IEM containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • IEM would fail to process emails when it was configured to use a Quick Pick containing a slash in its name.

Incorrect or Missing Information
 
  • Emails containing nested MimeParts were not processed correctly by IEM, resulting in issues being created that contained blank Description fields.
     
  • IEM would fail to process email when certain Parameters were deleted from the site. 
     
  • When IEM was configured to use a Quick Pick with an assigned task, it was found that the email notifications to the task assignee did not contain all of the information normally associated with the @IssueDetails token.
     
  • When IEM was set to only accept email from existing Issuetrak or AD users and  "Notify on Error" was configured properly, it was found that messages from non-Issuetrak/AD users would trigger the error notification, but the application's IEM logging wouldn't contain any error associated with the message.
     
  • When multiple UDF email tokens were specified and processed by IEM, it was found that the value for the second token would appear in the first token.  Upon editing the issue, the values would be corrected by the system.

Attachments
 
  • IEM would process emails generated by ancilliary services (such as phone or monitoring systems) containing attachments, but the resulting issues did not contain the attachments.
     
    • As a result of this being resolved, you may see an increase in the number of attachments for issues.
       
  • Non-deliverable messages containing attachments were being processed by IEM into issues without the attachments.

Auto-Assignments
 
  • IEM auto-assignments weren't occurring when the user to be auto-assigned was a Sysadmin.

Inactive Mailboxes
 
  • IEM was connecting to mailboxes marked as Inactive in Issuetrak.  The new IEM scheduled task will ignore inactive IEM mailboxes.

Rich Text Editor
 
  • When the Rich Text was enabled and the font size set to anything other than 12, the first line of any note or Description field in an issue was size 12, while the rest of the text was in the size set for Rich Text in System Defaults. 
     
  • The Rich Text Editor's table functionality was very difficult to use due to the way tables were rendered. 
     
  • The Rich Text Editor would lose its left border at 75% zoom in Chrome, Edge and IE. 
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 11.6 Release Notes

release date: 10.17.2019

We are excited to release Issuetrak 11.6. The main focus of our latest release is a complete rewrite of the Incoming Email subsystem, improvements to the Rich Text Editor, and numerous bugfixes.

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

What's New

We've incorporated enhancements to existing functionality:

New Configuration Options
 
  • New configuration options have been added to the Edit Mailbox screen to govern how IEM processes emails containing recipients in the CC field.
     
  • IEM will add AD users to issue distribution lists if they are CC'd as recipients on emails processed by Issuetrak.

Formatting Improvements
 
  • We've resolved problems related to extra spacing that appeared in certain issues processed via IEM.
     
  • Plaintext messages composed from Outlook or OWA will now be processed into issues containing the proper line breaks. 

Email Domain Matching
 

A new field called "IEM Email Domain" has been added to Organization records.  This field is used by IEM to determine the organization that an email sender should be assigned to (if the mailbox is configured to derive domain from sender address).

  • Additionally, the new field has been added to all datasets containing Organization data in the Report Writer, allowing this information to easily be queried. 
     
  • The "WWW Address" Organization field will remain, but has been renamed to "Web Address" and is no longer taken into account when IEM processes email.  The contents of this field will not be copied over to the new "IEM Email Domain" field.

Enhanced Loop Protection
 
  • IEM now requires "Delete after processing" for POP email accounts. This setting cannot be unchecked
     
    • If you did not have this selected prior to upgrading to 11.6, then previous messages will be deleted. 
       
    • If you wish to keep a copy of your existing emails, you will need to configure your environment to do so prior to upgrading.  Please do not use your Inbox as your email archive. 
       
  • Issuetrak will avoid processing emails that had been processed prior to upgrading or changing a mailbox to POP. 

Improved Logging
 
  • The IEM View Log within the application has been improved to provide much more detail when an error is encountered.
     
  • The log retention period has been extended from 3 to 7 days.
     
  • Upgrading to 11.6 will clear the existing in-application IEM View Log

More Informative Error Notifications
 
  • IEM's "Notify on Error" capability has been bolstered with the addition of new and full error messages to assist in troubleshooting problems with processing incoming email. 
     
    • Active mailboxes in a damaged state will send a Notify on Error message every time IEM attempts to process the mailbox.  

Better Token Access Control

IEM now processes email tokens in a more predictable way:

  • When IEM processes an email containing tokens directed at a Global Issue, it will now ensure that the issue does not have "Override default field update settings for linked Issues" selected prior to executing the tokens against the issue.
     
  • Tokens are now applied to the issue under the originating message sender's userid, rather than under the GlobalIssue userid as before.
     
  • Close Issue tokens are validated against the submitting userid's visibility and close permissions before being executed.

Updated User Interface
 
  • We've been steadily updating the UI throughout the Administrative areas of the product, and the screens relating to Incoming Email are the latest to receive the UI updates.

Smarter User Account Matching
 
  • Prior to 11.6, if an email was sent from an email address that is shared in common with multiple users, then the first matching user was added to the issue the email was for.  Starting with 11.6, the first matching user that has visibility on the issue will be selected for this scenario. 

Rich Text Editor
 
  • We've upgraded the underlying software for our Rich Text Editor to enhance the user experience:
     
    • The default size of RTE fields was increased.
       
    • Every RTE field will now auto-resize to allow a much larger view of the editable content.  This is most evident in KB articles, Issue Note and Description fields. 
       
    • The 'Insert Table' functionality has been improved so that new tables are recognizable and edited more easily.

What's Changed

We have dropped support for Exchange 2010 and earlier

Microsoft has marked Exchange 2010 as end-of-life, and we are following suit.  If you are still processing email that is hosted from Exchange 2010, we would recommend that you ensure Issuetrak can connect to the mailbox(es) via IMAP to avoid any downtime. 

IEM no longer runs as a Windows Service, but as a Scheduled Task. *

The IEM scheduled task doesn't rely on EmailConfiguration.xml to provide connection strings, and instead gets its connection strings from the Core site's web.config. 

* This change only affects On-Premises customers.

What's Fixed

We've corrected some unintended behavior.

Permissions

IEM was not taking into account:

  • Whether a user had permission to view or edit issues prior to adding notes.
     
  • Whether a user with "Can close issues" permission also had the permission "Limit to Issues submitted by this user" when closing issues.
     
  • Whether a user had access to an issue prior to executing a "Close Issue" email token.  Users issuing a "Close Issue" token are now inspected by IEM to determine whether they have the ability to access the issue prior to executing the "Close Issue" email token. 
     
  • Whether a user had permission to edit issues prior to executing any email token allowing priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have the "Can edit issues" permission prior to executing the email token. 
     
  • Whether a user had "Can view Issues Submitted by other users" prior to executing any email token allowing Next Action, Assigned To, priority, substatus, or UDFs to be changed on an issue.  Users issuing any tokens for the aforementioned fields are now inspected by IEM to determine whether they have access to the issue they are submitting a token for prior to executing the email token. 

Special Characters
 
  • IEM was failing to look up user accounts when their email address contained a single quote.
     
  • Emails from sender addresses containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • Issues submitted via IEM and containing less-than (<) and greater-than (>) characters in the original email subject had those same characters removed in the resulting Issue's subject.
     
  • Issues submitted via IEM and containing the less-than (<) character in the original email body had that character and all subsequent text removed within the Issue's Description field.
     
  • CC'd recipients on emails in IEM containing dashes were not being processed correctly by IEM, resulting in incorrect email addresses and userids being recorded when IEM was configured to create new users.
     
  • IEM would fail to process emails when it was configured to use a Quick Pick containing a slash in its name.

Incorrect or Missing Information
 
  • Emails containing nested MimeParts were not processed correctly by IEM, resulting in issues being created that contained blank Description fields.
     
  • When IEM was configured to use a Quick Pick with an assigned task, it was found that the email notifications to the task assignee did not contain all of the information normally associated with the @IssueDetails token.
     
  • When IEM was set to only accept email from existing Issuetrak or AD users and  "Notify on Error" was configured properly, it was found that messages from non-Issuetrak/AD users would trigger the error notification, but the application's IEM logging wouldn't contain any error associated with the message.
     
  • When multiple UDF email tokens were specified and processed by IEM, it was found that the value for the second token would appear in the first token.  Upon editing the issue, the values would be corrected by the system.

Attachments
 
  • IEM would process emails generated by ancilliary services (such as phone or monitoring systems) containing attachments, but the resulting issues did not contain the attachments.
     
  • Non-deliverable messages containing attachments were being processed by IEM into issues without the attachments.

Auto-Assignments
 
  • IEM auto-assignments weren't occurring when the user to be auto-assigned was a Sysadmin.

Inactive Mailboxes
 
  • IEM was connecting to mailboxes marked as Inactive in Issuetrak.  The new IEM scheduled task will ignore inactive IEM mailboxes.

Rich Text Editor
 
  • When the Rich Text was enabled and the font size set to anything other than 12, the first line of any note or Description field in an issue was size 12, while the rest of the text was in the size set for Rich Text in System Defaults. 
     
  • The Rich Text Editor's table functionality was very difficult to use due to the way tables were rendered. 
     
  • The Rich Text Editor would lose its left border at 75% zoom in Chrome, Edge and IE. 
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 11.5.1 Release Notes

release date: 10.2.2019

What's Fixed

Dashboard

▪ We addressed issues related to users periodically receiving login prompts and .NET errors in the Event Viewer when the Dashboard data attempted to automatically refresh. 

User Permissions

▪ It was possible to add an end user to an Agent-only Group without the appropriate permissions.

Quick Search

▪ It was not possible to find issues with number-based subjects when searching via the top search bar.  If an issue number isn't found, you will be redirected to an Issue Search results screen containing the relevant search results for Issues containing the number in their subjects.

Special Function Table

▪ Email notifications to recipients on the Special Function Table email field had their recipient field truncated at 100 characters rather than 150, resulting in some intended recipients not receiving email notifications.

Tasks

▪ Tasks that were completed on the Issue Edit screen were all getting the same timestamp when the issue was updated. 

Locations

▪ Locations containing a plus (+) symbol in the name were not populating correctly when selected from a lookup window.

Mobile Pages

▪ The "Available Tasks by Assignee" view wasn't loading properly in the mobile pages. This view should not have been available, and has been removed.  

Significant Site Disruption After Applying Windows Updates

▪ Late September 2019 updates for Windows Server 2016 and Windows Server 2019 have caused various errors when navigating Issuetrak sites. Issuetrak has patched this problem in 11.5.1, but previous versions of Issuetrak will encounter the errors until action is taken to remediate them.  Possible remediation steps can be found here.  The specific Microsoft updates that we are aware of are for:
        ▪  Windows Server 2016 - KB4516061
        ▪  Windows Server 2019 - KB4516077
        ▪  Windows Server version 1903 - KB4517211

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 11.5 Release Notes

release date: 9.16.2019

We are proud to release Issuetrak 11.5.  This release expands the UI improvements from 11.4 to include entities.  The following Administration menu items have had their user interface updated:

  • Organizations
  • Users
  • Groups
  • Departments (if enabled)
  • Locations (if enabled)

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

What's New

User Interface Enhancements

The look-and-feel of Issuetrak's entities menus have 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

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 11.4.1 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.