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 in your site. Many of the items on this page will create a left hand menu option under either the Administration or Home menu. Only features included in your current license key can ...
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 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...
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 within that ...
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 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 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 Distribu...
Incoming Email Overview
You can have the system automatically convert emails into new issues through Incoming Email (IEM). If you are also using Email Notifications or any Outgoing Email in your site, IEM will also convert Replies or Forwards related to those...
Email Notifications
Email 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...
About Custom Screens
Information The Custom Screens setting in your Issuetrak Administration menu 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 ge...
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...
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...
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 ...