General

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...

Issue Statuses There are two Issue Statuses: Open and Closed. Issue Statuses are inherent to the system and do not require any additional steps to be activated. Many features like Automation and Dashboard   are issue status dependent....

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...

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...

The Events 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 Events and the associated is...

The optional Projects feature is a mechanism through which you can group related issues together that share common goals. You can define Project Members who have access to view the project and its progress, as well as a Project Manager who has respo...

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 A...

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 being activated by...

Your system can automatically submit issues on a scheduled basis through Scheduled 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. ...

Admin Auditing gives you the ability to see changes made to critical Administrative settings within Issuetrak. Audit records are kept from the moment Admin Auditing is enabled. The Audit records can be searched and exported as a spreadsheet, and the...

Release notes for the latest version of Issuetrak.

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 their overall view of ope...

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? Once Round Ro...

The Custom Record 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. Each field ca...

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 ...

This article provides access to general documentation for all currently supported versions of Issuetrak.

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 ...

The Labor Hours field can be used to record, display, aggregate, and report upon the number of labor hours related to issues, projects, and tasks.

The All Restrictions screen is a centralized location from which you can view and manage visibility restrictions in your Issuetrak site.

When we talk about activating Issuetrak, we're talking about validating your license so that you can use your site and the features that you've purchased. Issuetrak has two methods for activation, which we can summarize below as: Auto...

Training geared towards introducing SSL certificates and their uses in relation to Issuetrak.

Issue tokens are placeholders for information that you can add to a note, which will be replaced with the actual information once the note is saved to an issue. They may be stored in other places raw only to be replaced when a note based on them is ...

Quick Notes (which we'll occasionally shorten to just "Notes" in this article) are pre-fabbed blocks of text that you can define ahead of time, and which you can quickly bring into issues and knowledge base articles. Only agents with " Can create/ma...

We've built into Issuetrak the ability to print the content of the description field and individual notes within each issue. This can be useful for the purpose of sending legacy (ie. snail) mail on your own letterhead to your customers to acknowledg...

Projects are a great way to group related issues together and monitor their progress. This article will discuss the various uses and best practices of the project feature in Issuetrak. Project Features Here are the many features of proj...