Issuetrak 11.0 Release Notes


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.

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 Facebook, Twitter, Google+, 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. This includes all current Release Notes, Admin & User Guides, and Installation & Upgrade Guides.

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.


Last Modified: 05 / 15 /2018

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