About Optional Fields

There are several Optional Fields that you can enable within your Issuetrak site that can help you with your process workflows.

Optional Fields  Description
Issue and Search Selecting these items will cause them to appear on applicable Issue and search screens.
  • Next Action
This Optional field will enable Agent User or Group to be assigned secondary ownership on the issue. For more information please also see the "User Permissions" article
  • Required By Date
An Optional Field that can be used to record when you must have the Issue completed. It can trigger Escalation Rules if the date has passed and if the Calendar Feature is enabled you can also use it to set Reminders.
  • Target Date
An Optional Field that can be used to record when you would like the Issue to be completed. It can trigger Escalation Rules if the date has past and if the Calendar Feature is enabled you can also use it to set Reminders.
  • Start/Stop Times
An Optional capability that allows you to record the time and date when a note event starts and when it ends.
Settings Menu Selecting a field below will activate a corresponding option on the Settings menu which will enable you to define your own list of values for the field(s).
  • Causes
This is a dropdown field to capture the reason why the issue occurred. For more information please also see the "About Causes" article.
  • Tasks
The optional Tasks feature allows you to set up discrete actions and/or a consistent workflow required for the resolution of an issue. For more information please also see the "About Tasks" article.
  • Configuration Items
This is a three-field dropdown value list initially designed to track assets before the development of the Asset Management Module. It may be utilized as a dropdown field on the issue with two reportable connected values if needed. For more information please also see the "About Configuration Items" article.
Table-Driven Selecting an option below will activate a corresponding table-driven field that can be used to enhance and classify the information provided in Issues.
  • Issue Solutions
This field is filled out during issue closure that describes how the issue was resolved. Allows administrators to create a drop-down list of pre-filled values to handle repetitive resolutions. For more information please also see the "About Solutions" article.
  • Issue Substatuses
This optional field allows you to add a value representing stages in the issue lifecycle. For more information please see the "About Issue Statuses and Substatuses" article.
  • Issue Subtype
These are optional levels of classification going beyond issue types. There are four levels available that create a hierarchical structure with issue types. For more information please see the "About Issue Types and Subtypes" article.
Special Function Table Selecting the option below will activate the Special Function Table menu option which will enable you to define your own table/record consisting of 50 text fields.
  • Special Function Table
The Special Function Table contains records with up to 50 text fields of reference information that can be used to associate just about anything to an issue. For more information please see the "About the Special Function Table" article.


Activating Optional Fields

Steps:

  1. Click the gear icon in the upper right > click on Optional Fields beneath System.
  2. Select all Optional Fields that you want to be available on issues and reports. Access to view and maintain these fields may be permission-dependent.
    1. Select which fields to include on the Issue and Search screens:
    2. Fields selected under the Settings Menu heading can be found and administered as separate items under Issuetrak's Settings Lightbox
    3. Select all optional Table-Driven (selectable value) fields to be available on issues and reports. Access to view and maintain these fields may be permission-dependent. Once activated, field values may be maintained from the corresponding Issues section of the Settings menu.
    4. To link to a table of related values to an issue via a key field, select Use Special Function Table.
      • Click here to learn more about the Special Function Table.
  3. Click Update.

A confirmation message will appear when this process is complete.


Deactivating Optional Fields

Steps:

  1. Click the gear icon in the upper right > click on Optional Fields beneath System.
  2. Deselect an appropriate Optional Field.
  3. Click Update.

A confirmation message will appear when this process is complete.