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Table of Contents
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Glossary
Getting Started
Pre-Deployment
Issuetrak System Requirements
IDU Verb Documentation
Working with the JSON
Introduction to the Issuetrak Deployment Utility (IDU)
Introduction to the Issuetrak Deployment Manager (IDM)
Issuetrak's Release Pipeline
Network Share for Attachments
Deployment
Issuetrak Deployment Fundamentals
How to Install Issuetrak Using the Issuetrak Deployment Utility (IDU)
How to Install Issuetrak Using the Issuetrak Deployment Manager (IDM)
Post-Deployment Configuration
About Integrated Security
Implementation
Implementation Guidelines
How To Get the Most Out of Your Consultation
Implementation Agendas
Implementation Session 1 Agenda
Implementation Session 2 Agenda
Implementation Session 3 Agenda
Implementation Session 4 Agenda
Implementation Session 5 Agenda
Implementation Session 6 Agenda
Implementation Session 7 Agenda & Beyond
Testing Your Issuetrak Site: Best Practices for a Successful Implementation
General
Getting Started in Issuetrak
Term Dictionary
The Benefits of Customer Training
Ways to Utilize Issuetrak Consulting
Site Configuration Foundations
Navigating the Issue Lifecycle in Issuetrak
About the Features Screen
About Entities
About Organizations
About Departments
About Locations and Regions
User Management
About Users
About Groups
User Permissions
User Templates
How to Reset a Password
Multi-factor Authentication
User Administrator Feature
Attachments within User Profiles
Password Policy
Additional Benefits of Locations and Regions
About Issue Types and Subtypes
Issue Types - A Guide from Planning to Implementation
Configuration and Customization of Issue Submission
About Issue Forms
About Issue Responsibilities
About Issue Templates
About Priorities
Incoming Email Overview
Issue Notifications
Visibility Controls Best Practices
About Tasks
About Causes
HTML Enhancement Options
Rich Text Editor Limitations for Copying and Pasting
Best Practices - Using the Knowledge Base to Document Administration Tasks
How to Install Issuetrak on Your Desktop
Total / Adjusted Time Open
About Embedded HTML
Licensing FAQs
Using Issuetrak
Best Practices
Best Practices - Moving a Workflow to Issuetrak
Managing Task Groups
How to Embed Video
Best Practices - Expanding Issuetrak
Best Practices - Working with Task and Processes
Custom Record Table - When to Use
Best Practices - Issue Assignments
Personalization
About the Dashboard
How to Use Issue Hub
My Settings
About Bookmarks
About Dark Mode
Make Issuetrak Your Own
My Notifications
General
About Reports
Change Password
Saved Searches
Submitting Issues
Searching Issues
Self-Help Password Reset
Logging into Issuetrak
How to clear browser cache and storage
Issuetrak Navigation
About Issuetrak
How to reset a locked user account
Using Global Issues to Submit Multiple New Issues
Custom Productivity Reports
About Issue Hub
Working with the Task Manager
Web Accessibility Guidelines
Add to Home Screen (A2HS)
Anatomy of an Issue
Issue Updates
Automation
How to Use Tasks Groups for Change Management Workflow
How to Use Tasks Groups for Employee Onboarding and Offboarding
Administering
Automation
About Automation
About Auto Assignment Rules
About Workflows
About Substatus Rules
How to Use Round Robin with Automation
How to Use Issuetrak Automation
Time and Event-Based Automations
Cloud-Specific
Outgoing Email in the Issuetrak Cloud
Cloud Vanity URL Overview
General
About Admin Auditing
About Solutions
About Issue Statuses and Substatuses
About Global Issues
About the Knowledge Base
About Events
About Projects
About Issue Auditing
About Embedded Images
About Scheduled Issues
Issuetrak Release Notes
About Classes
About Round Robin
About the Custom Record Table
Activating Rich Text
Previous Release Notes
Service Contracts
About Labor Hours
About the All Restrictions Screen
How to Activate Issuetrak
Using SSL with Issuetrak
About Note Tokens
About Quick Notes
About Printing Notes
Project Examples and Best Practices
Incoming Email
About Incoming Email
Managing IEM Mailboxes
Using Google App Passwords with a Gmail IEM Account
About Microsoft 365 Integration
Viewing the Incoming Email Log
Email Tokens
Exclude Text
Keywords
Blocked Attachments
Issue Handling
Mass Updates
About Issue De-Escalations
About Issue Attachments
Linking Issues
Issue Submission Methods
Entered Date vs Submitted Date
Reports
About Custom Reports
Setting Report Writer Defaults
Scheduled Reports
Summary Reports
How does Issuetrak define Report Permissions?
Service Level Agreements
About Service Level Agreements
Managing Severities
Managing Service Levels
Managing Service Terms
Managing Service Agreements
System Settings
Mobile Settings
About the System Menu
About User Defined Fields
Outgoing Email
About Optional Fields
Hours of Operation
About the License Screen
Interpreting Admin Auditing Logs
System Colors
System Defaults
About Configuration Items
Site Appearance
Custom Links
Best Practices - Time Zone Adjustment in the Cloud
Security
About Site IDs
Enable Support Access
Upgrade & Migration
How to Perform an Upgrade Using the Issuetrak Deployment Utility (IDU)
Configuring Services and Scheduled Tasks
How to Perform an Upgrade Using the Issuetrak Deployment Manager (IDM)
Test Site Creation
SQL Server Migration
Web Server Migration
Web and SQL Server Migration
Issuetrak License Update Utility
Integrations
API
About the Issuetrak RESTful API (API v1)
Installing the API
API - Encrypting ConnectionStrings
API Authorization Overview
API - Swagger Overview
API Samples Overview
API - Elevating NLog
API Operations
API Operation Conventions
API Operations for APIMETADATA
API Operations for Attachments
API Operations for Causes
API Operations for Classes
API Operations for Departments
API Operations for Issues
API Operations for IssueTypes
API Operations for IssueSubTypes
API Operations for IssueSubTypes2
API Operations for IssueSubTypes3
API Operations for IssueSubTypes4
API Operations for Locations
API Operations for MenuItems
API Operations for Notes
API Operations for Organizations
API Operations for Priorities
API Operations for Projects
API Operations for ServiceLevels
API Operations for ServiceLevelAgreements
API Operations for ServiceLevelSeverities
API Operations for ServiceLevelTerms
API Operations for Substatuses
API Operations for TimeZones
API Operations for Users
API Operations for User Types
API Operations for User-Defined Field Types
API v2
API v2 Overview
Asset Management Module
About the Asset Management Module
Asset Audits
Asset Reporting
Managing Assets
Asset Tables
Managing Software
About Barcodes
Billing Module
Billing Overview
Defining Your Products and Services
Billing Module - Customers
Line Items
Invoice and Work Order Settings
About Work Orders
About Invoices
Billing Module - Best Practices
Chat
About the Chat Add-On
How to Enable Chat in Issuetrak
How to add a Chat Agent
Creating Issues from Chat Transcripts
Issuetrak Chat - Enable Emailing Transcripts
Configuring Proactive Chat
Chat Shortcuts
Identity Management
About Identity Management
About Active Directory (LDAP) Integration
Activating Identity Management Integration within Issuetrak
Configuring Active Directory (LDAP)
Migrating to AD Federation Services
Importing Users from Active Directory
Preparing to use the Active Directory LDAP Integration
Granting permissions to Agents
About Active Directory Federation Services (AD FS)
Rolling back to AD from AD Federation Services
How to Configure Active Directory Single Sign On
Preparing AD Federation Services for use with Issuetrak
About Microsoft Entra ID Integration
Migrating to Microsoft Entra ID
Troubleshooting the Active Directory Module
About OAuth / OpenID Connect
How to Renew a Client Secret
Power BI
How to Integrate Power BI with Issuetrak
Surveys
About the Surveys Module
Designing Surveys
Survey Reporting
Managing Surveys
Planning Surveys for Various Scenarios
Closing Surveys
Webforms
About Webforms
Webforms Requirements
Issuetrak Webform
Webform Limitations
Zapier
Baby Steps: Creating a Simple Zapier Integration
Using Zapier with Issuetrak
Trust Center
General
Security in Issuetrak
GDPR Compliance FAQ
Subprocessors Used by Issuetrak
CCPA FAQ
How To Comply with GDPR Information Requests in Issuetrak
Network Protocols and Ports for Issuetrak
Firewall Exceptions for Use With Issuetrak's Hosted Service
Terms of Service
Issuetrak Terms of Service
Issuetrak Cloud-Based Application Agreement
Business Associate Agreement Addendum
Issuetrak Software License Terms and Conditions
Data Processing Addendum
Webform Design and Implementation Agreement
Issuetrak Privacy Policy
Mutual Confidentiality Agreement
Full PDF Download
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