About Organizations


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.

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 should use the "Additional Organizations Allowed" option.  This functionality allows you to set up a multi-tier hierarchy often referred to as "Nested Organizations".  Such a hierarchy would allow a ‘parent’ Organization to have viewing permissions to (multiple) ‘child’ Organizations' issues or users.  

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 choose “Add/Remove 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.

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