Licensing FAQs

Issuetrak 16.0 introduced significant changes to the way our licensing works. Prior to 16.0, sites utilized license keys in order to determine how many agents could be used and what features could be activated.

Moving forward, we no longer provide license keys.

Your licensed abilities are determined by your Site ID, which is provided to you by Sales or Support. During deployment, license updates, and manual activation, your server will attempt to validate the Site ID against Issuetrak's license validation service to determine what your site is licensed for.

Why did we make this change to licensing?

  • Streamlined deployments
  • Quick license changes
  • Improved User Experience
  • Prevent accidental license mishandling 

I'm a Cloud customer. How does this affect me?

When you update your license with Sales or Support, you will need to tell your site to pull down the license update:

  1. Sign into your Issuetrak site as a Sys Admin.
  2. Click on the gear icon at the top right, then click on License underneath "System".
  3. Click on the Update License button.

After a few seconds, a confirmation message will appear.

Is an internet connection required to update my license, install, or upgrade?

We offer offline manual license validation for our customers that have air-gapped / well-secured on-premises sites.

What happens when I click on the "Update License" button?

Your web server will reach out to Issuetrak's license validation service to pull the license details relating to your Site ID. This communication occurs during deployment, license updates, and manual activation.

How often will my Issuetrak instance reach out to the license validation service on its own?

Unless you trigger a manual activation or a license update, your web server should not contact the license validation service more than twice per day. Under normal circumstances, the product has logic in place to prevent it from reaching out to the license validation service more often than once every 12 hours.

I can't complete the license update by myself. Can you help?

Yes, we'll help you out! Please see this article for further steps to take.

I've received a "site expiration" message on my home screen. What can I do about this?

We want you to be able to work in your site in peace! Give us a call so that we can help you with this.

I'm an agent in my Issuetrak site, and I've received a notification that a new Issuetrak version is available. Should I go ahead and download the latest version?

If you merely use the site, but don't provide technical infrastructure for it, then you should leave this to your organization's IT team.