About Organizations

Information

Any organizational unit – such as a company or a subsidiary – interacting directly or indirectly with your Issuetrak system is an Organization. Organizations are the largest and most important of all Entities within Issuetrak.

Organizations are the primary mechanism for capturing and reporting information related to:

  • Users
  • Issues
  • Projects
  • Assets
  • Departments
  • Locations

Organizations may include clients, vendors, districts, regions, agencies, etc. depending on your operation’s use of Issuetrak. If you use Issuetrak for internal use only, you might only have one Organization. However, internal use does not necessarily dictate whether Organizations should be utilized. Even among internal applications of Issuetrak, there may be certain benefits to using Organizations you may not achieve using Department, Location, or Region entities.

The Organization is a powerful role in Issuetrak. It can establish the visible Issues, system messages, Global Issues, and KB articles available to member users, as well as the interface colors and logos/embedded URLs the member users see once logged into the system. Specific Issue Types, Subtypes, and Quick Picks can be restricted so that only member users of a particular Organization have these values/options available in an issue.

Additionally, Auto Assignments, Email Distribution Lists, and Escalation Rules may be triggered based on Organization association when an issue is submitted.


 

Managing Organizations

Depending on the use of your system, there can be many aspects to an Organization record. However, many aspects can only be added or maintained after an Organization has been added.

Additional Organizations, custom Site Titles, and logos/embedded URLs, Service Contracts, and Email Distribution Lists can only be added from the Edit Organization screen. Attachments and Site Colors can only be added from Organizations sub-menu. Issue Type/Subtype restrictions can only be added from the Edit Issue Type/Subtype screens after an Organization has been added. Please see the Editing Issue Types/Subtypes article for more information.


 
Add an Organization

Steps:

  1. Navigate to Administration > Organizations > Add.
  2. Enter a Name for the new organization and any other appropriate field value(s).
  3. Click Save.

A confirmation message will appear when this process is complete.


 
Edit an Organization

Steps:

  1. Navigate to Administration > Organizations.
  2. Click edit next to the appropriate organization from the Organization list displayed.
  3. Edit the appropriate field value(s).
  4. Click Update.

A confirmation message will appear when this process is complete.


 
Applying Site Colors

You can select unique site colors for each organization. These colors will appear throughout the system after a member user has logged in. If site colors are not specified for a particular organization, the colors specified in your system settings will be used.

Pre-defined Color Themes can be defined by the system administrator(s) in Administration > System > System Colors > Color Themes. Once specified, these color themes will be available to organization administrators or users with the Can access and maintain administration functions in the Color Theme drop-down when maintaining site colors for an organization. Additionally, you can select specific colors without creating a theme.

Site Colors for a particular organization can only be added or maintained from the Edit Organization sub-menu after an organization has been added.

Steps:

  1. Navigate to Administration > Organizations.
  2. Click edit next to the appropriate organization from the Organization list displayed.
  3. Select Site Colors from the sub-menu displayed on the left once you have selected the appropriate organization.
  4. To apply an existing color theme or create and apply a new theme from an existing theme, select the theme. The color settings for the selected theme will appear.
  5. Define new color settings for any specific interface items.
  6. Click the color box next to the item.
  7. Select the new color for this item in the Select Color pop-up window that opens.

  1. Click Use Color. The Select Color pop-up will close and a preview will display to the right in the section you have modified.
  2. Repeat steps 3 through 8 for all other items you want to modify.
  3. Click Preview Colors to view how the interface color scheme will appear once a member user has logged in.
  4. Click Apply Colors.

A confirmation message will appear when this process is complete.


 
Delete an Organization

It is strongly recommended that organizations not be deleted to maintain data integrity within your system. Once deleted, any users or open issues related to an organization will be orphaned.

Steps:

  1. Navigate to Administration > Organizations.
  2. Click del next to the appropriate organization from the Organizations list displayed.
  3. Click OK when prompted with the Are you sure you want to delete this Organization? message.

A confirmation message will appear when this process is complete.


 

Additional Organization Options

These additional values are available to use with your Organization values. These fields are not required but instead allow you further customization of your Issuetrak site.

Value Description
When checked, users within this organization will only be able to view issues submitted by other users within this organization.
This functionality allows you to set up a multi-tier hierarchy often referred to as Nested Organizations.
Site Title
This title will appear above the menu bar throughout the system after a member user of this particular organization has logged in.
Left Organization Logo
This logo will appear on the left above the menu bar throughout the system after a member user has logged in. Clicking on this logo will take the user to the Logo URL specified.
Right Organization Logo
This logo will appear on the right above the menu bar throughout the system after a member user has logged in. Clicking on this logo will take the user to the Logo URL specified.
From/Reply To
Email sent from the system to users in this organization will use the Email Name and Email Address values entered here as default From/Reply To values. If left blank, System Defaults for outgoing email will be used.
Email Distribution Lists
Organization-based Email Distribution Lists can be defined, allowing you to select a list of users to be notified when specific issue events occur based on the Organization submitting an issue. These events include: submit, assign, next action, note entered, close, and escalation.
Web Address
An auxiliary field for providing the website or domain of an organization.  Prior to 11.6, this field was used to help determine the organization that an email sender should be assigned to.
Incoming Email Domain
For Incoming Email, when "Attempt to determine an organization from email domain" is selected, users created by IEM from an email from this domain will be set to this organization.

 
 Internal Only

When checked, users within this organization will only be able to view issues submitted by other users within this organization, depending on their user permissions, i.e. Can view issues submitted by other users. They will not be able to see issues submitted by users outside of this Organization. Likewise, they will not be able to see users from other Organizations in the various user-related fields in an issue or issue search, including Next Action, Task Assigned To, and more.

In a customer support situation, all customer organizations usually have Internal Only checked, but the support organization does not. Thus, the support representatives can view all issues/users, but users in a customer organization can only see issues/users within their organization.


 
 Additional Organizations Allowed

In cases where users within an Organization should not see all issues and users in your system but should be able to see the issues and users of select other Organizations, you would engage Additional Organizations Allowed. This functionality allows you to set up a multi-tier hierarchy often referred to as Nested Organizations.

Example:

Suppose your company sells to dealers and those dealers sell to specific clients. The dealers support their clients, and your company supports the dealers. You would enter each of your dealers as separate Organizations and mark each dealer’s Organization as Internal Only.

Dealer 1 and Dealer 2 would no longer be able to see each other’s issues or users.  All clients related to your dealers would also be entered as separate Organizations and marked Internal Only. Clients A, B, C, and D would no longer be able to see each other’s issues or users, nor would they be able to see Dealer 1 or Dealer 2’s issues or users. 

Under Dealer 1, you would Add Additional Organizations respective of Dealer 1’s client base, perhaps Clients B and C.  Dealer 1 would now be able to see and maintain issues across their Organization as well as across Clients B and C. Clients B and C would still not be able to see Dealer 1’s issues, nor each other’s issues. Effectively, Dealer 1 becomes a parent Organization to the child Organizations, Customers B and C.

Selecting read only next to a child Organization will grant the parent read-only access to the child’s issues. If read only is not selected, the parent will be able to access and maintain the child’s issues. Selecting view Users will make the child’s member users available to the parent within any of the user-related fields in an issue or issue search, e.g. Next Action, Task Assigned To, etc. If view Users is not selected, the parent will not see any of the child’s member users available in these fields in an issue or issue search.

In most Nested Organization scenarios, only View Users is selected next to the child Organizations, allowing the parent to view all member users and to maintain all the child’s issues.


 

Service Contracts

In instances where you are supporting clients, Service Contracts may be established for an Organization. The system will automatically subtract any labor hours recorded in an issue from the balance of hours on the Service Contract. Multiple contracts may also be established for an Organization. Users will be able to view and select the appropriate contract when entering their labor hours in an issue.