General

Articles

About Admin Auditing
Admin Auditing   can be enabled from the  Features   screen.  You are required to enter your password in a pop-up window every time you toggle this feature.  Enabling this feature adds Admin Auditing  to the System ...
About Recurring Issues
Your system can automatically submit issues on a scheduled basis through Recurring Issues. You may pre-define the Subject, Description, Issue Type/Subtype(s), Assigned To, Tasks, etc. and upload attachment files for any of these issues. Recur...
About Issue Auditing
Issue Auditing allows you to capture most changes made to each issue record. Audit records can be searched from either the issue or the Administration menu, reported on using the Report Writer and archived by date range. Activating Issue Aud...
About Substatuses
The Status of an issue is either Open or Closed. Substatuses allow you to organize issues into more concise sub-categories within Open and Closed. We strongly recommend activating and using the Substatus feature. This helps you quickly ident...
About Embedded Images
Your users can Embed Images — such as screenshots, pictures, or other graphics files — directly into issues and Knowledge Base (KB) articles within your site. Full functionality relies on activation of your site’s Rich Text ...
About Solutions
Solutions are text templates you create for closing issues. They allow you to pre-define appropriate answers, steps or statements that address common questions, issues and requests. While your Agents may still change or add information once ...
About Global Issues
In Issuetrak, activating Global Issues allows you to link multiple issues together and work with them as a collective unit. You can also make it easier for different users to report the same issue through this feature. In a Global Issue scena...
About Projects
The optional Projects feature allows you to define key elements of a Project and associate issues to that Project. Attachments may also be added to a Project, allowing you to retain critical documents independent of issue-specific attachments. The...
About the Calendar
The Calendar feature allows permitted users to schedule and post issue-related, informational, and Out of Office events on a shared Calendar within your site’s interface. Issue-related events are displayed on both the Calendar and issue...
About the Knowledge Base
The Knowledge Base (KB) is an online library for storing and retrieving useful information and reference materials, such as company policies, procedures, and forms; how-to guides; answers to Frequently Asked Questions (FAQs); and known solutions t...
Issuetrak Release Notes
Release notes for the latest version of Issuetrak.
About Classes
Information Issue Classes help to provide structure for capturing and reporting issue-related information.  This mechanism allows users to select which Class of issues they want to see on their Dashboard, which makes it easier to change th...
About Round Robin
Round Robin is a feature that takes each issue assigned to a group and re-assigns it to one of the group's members.  Round Robin is implemented as an attribute that can be turned on for groups.  How does Round Robin work? ...
About the Special Function Table
The Special Function Table  contains records with up to 50 text fields of reference information that can be used to associate just about anything to an issue, such as contact records, parts, contracts, contractors, customers, or rooms.  E...
Activating Rich Text
Only users with Sys Admin permissions can activate Rich Text within your system. Once activated, any user can embed an image in any issue they can see. Embedding images into Knowledge Base articles requires the Can add, edit and delete Knowledge ...
Product Documentation
This article provides access to general documentation for all currently supported versions of Issuetrak.
Service Contracts
Service Contracts allow you to record the service hours available to an Organization within a specified date range. Once defined, the system will automatically subtract any labor hours recorded in an issue from the balance of hours on the Service ...