General

Articles

Password Policies
You can implement various password policies to help increase the security of your Issuetrak site. Behind the scenes, Issuetrak uses substantial protections to avoid the compromise of sensitive customer data. Different mechanisms are employed based o...
About the Features Screen
The Features page allows you to activate additional features on your site. Only features included in your current license key can be activated. However, you may evaluate or add other Features at any time by requesting a new key from our Technical ...
About Priorities
Priorities are used to indicate the relative importance of an issue. Identifying priorities among issues helps determine where a particular issue figures into the larger issue queue and how soon the issue might be addressed. Auto Assignments, Ema...
About Organizations
Any organizational unit – such as a company or a subsidiary – interacting directly or indirectly with your Issuetrak system is an Organization . Organizations are the largest and most important of all Entities within Issuetrak. O...
About Quick Picks
Quick Picks  are issue submission templates you create for commonly addressed issues. They allow you to pre-define appropriate information and values for those issues, such as the Subject, Description, Issue Type, Subtype, Priority, Email Dist...
About Issue Types and Subtypes
Your system needs an overall structure for capturing and reporting issue-related information. This is accomplished by categorizing the issues being addressed through Issuetrak into: Classes – general categories such as Change Requests...
Incoming Email Overview
Creating New Issues Through Incoming Email You can have the system automatically convert emails into new issues through Incoming Email (IEM). You may configure Issuetrak to retrieve messages from Exchange, IMAP, POP3, or Office365 mailboxes.&...
About Tasks
The optional Tasks feature allows you to set up discrete actions and/or a consistent workflow required for the resolution of an issue. Tasks may be added individually or with a Task Group during the submission of an issue or at any time in the iss...
About Departments
Departments allow you to organize users based on the functional units they serve within your Organization, such as Accounting, Marketing, IT, etc. More importantly, Departments add another layer to your system’s data filtering options and a ...
About Locations and Regions
Locations and Regions reflect physical user, issue, and asset locations.  Regions generally define a larger area, while Locations are smaller entities within a Region.  A Region might be defined as a state and a corresponding Location ...
Issue Notifications
Issue notifications are automatically generated based on events that occur within an issue. When an event occurs, emails are sent to users based on the role they hold on the issue. This document goes over those notifications and how they can be modi...
Visibility Controls Best Practices
Controlling visibility to an issue allows you to control who can see an issue in Issuetrak. Many implementations require some sort of ability to control whether a user can see an issue. We can do this by using a combination of Entity Structures (O...
About Custom Screens
The Custom Screens feature in your Settings Lightbox allows you to customize the information displayed on different Issues Types, as well as the required fields that apply to those Issues Types. There is a generic, system-generated Issuetrak...
About Causes
Causes is an optional field allowing for root causes to be identified within issues. Identifying the cause of an issue can increase your ability to quantify and appropriately address known problems. This feature may be of particular interest to Is...
The Benefits of Customer Training
When you purchased Issuetrak software, you had a specific problem that needed to be resolved. Setting up your system and training your team are critical steps toward implementing Issuetrak successfully. And, if you’re the system administrator,...
Getting Started in Issuetrak
Introduction Issuetrak is designed with a variety of configuration and customization options that allow you to shape its user interface according to your current operation and user base. It is also designed for long-term scalability s...
Ways to Utilize Issuetrak Consulting
Whether you’re new to Issuetrak, or someone who’s used the software for years, there’s always another process that needs updating, a newly released feature you’re not sure of, or a new department that wants to reap the same b...
Implementation Guidelines
This article provides a high-level, general implementation plan for Issuetrak, including installation and configuration. Every installation varies and may not directly follow this guideline.   1. Communications Time Frame: 1 - 2 day...
Term Dictionary
If you are new to Issuetrak, the terms we use may be overwhelming. In some cases, the words we use may mean different things to different people. This document will give you a repository of the major terms used within Issuetrak. We’ll start ...
HTML Enhancement Options
When using Issuetrak, the look and feel of the site are important as it helps provide additional information or better expresses the usage and usability of the site for your users.  Whether this is the login screen having additional text or ima...