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.
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.
▪ 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.
▪ 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.
▪ The 'Open Issues by Asset' Dashboard panel was not available to users with the permission "Can access and maintain Asset Management Module functions".
▪ Some customers employing a reverse proxy were encountering a small pop-up window on Issuetrak pages specifically dealing with attachments.
▪ Section headers within custom screens would throw an error if they contained a sequence consisting of a comma and a space.
▪ Informational messages from the IDU were being tagged incorrectly in log files.
▪ Administrators were encountering a 404 error when attempting to save email settings with an email server containing more than 50 characters.
▪ 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 were being removed from issues after end users lacking project permissions added notes to the issues.
▪ Quick Picks that contained one or more equals signs in the Subject were removing any text after the equals sign.
▪ The rich-text editor was sometimes not responding to attempts to interact using the mouse after clicking the 'Reset' button in an issue.
▪ 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!
▪ Users with the correct permissions in an internal-only organization were unable to view assets in their own organization.
▪ 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.
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/.
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.
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.
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.
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.