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
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Email Distribution List" to "Subscribers" and "Subscriptions", re...
About Organizations
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Email Distribution Lists" to "Subscribers", and "Escalation Rules&q...
About Departments
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Email Distribution List" to "Subscribers", as well as other terminology cha...
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 i...
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 Issue Types and Subtypes
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Email Distribution List" to "Subscribers" and "Subscriptions",...
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, Iss...
About Issue Templates
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Quick Picks" to "Issue Templates", as well as other terminology changes....
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. ...
Issue Notifications
Hold up. We've renamed all "Distribution List" references to "Subscriptions" and "Subscribers", and made other terminology changes in Issuetrak 14.5 and above, but you can read this article as it was before t...
Visibility Controls Best Practices
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Email Distribution List" to "Subscribers" (and "Subscriptions"...
About Issue Forms
Hold up. In Issuetrak 14.5 we renamed several things in this article with some terminology that you might not be used to yet. We've renamed "Custom Screens" to "Issue Forms", as well as other terminology changes.&...
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,...
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...
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...
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 s...
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...
About Issue Responsibilities
When discussing “Issue Responsibilities,” your first thought might be the issue’s assignee, or possibly the submitter of the issue. However, there are a number of different roles within Issuetrak that tie into issue resolution and ...
About Issue Templates
Hold up.  Were you looking for "Quick Picks"?  We renamed them to "Issue Templates" in Issuetrak 14.5 and above, but you can read this article as it was before we renamed it by clicking on this box.  N...
Add Issuetrak as an App on a Mobile Device
Issuetrak is a fully responsive web application. As Issuetrak serves both as a SaaS offering and an On-Premises solution, you won't find us in an App Store. Issuetrak can be accessed from any modern supported browser or added as an "app&q...
Rich Text Editor Limitations for Copying and Pasting
Problem Images from certain sources, such as Microsoft products, must be copied and pasted into Issuetrak in isolation - if text is also copied with the image, only the text will paste. Cause There is a limitation with the Rich Tex...
Configuration and Customization of Issue Submission
The Issue submission process is by far the most impactful setup process within Issuetrak. This is where all of the fields needed to collect, organize, and present information are placed to allow your workflows to process smoothly. Once configured, i...
Total / Adjusted Time Open
This article explains how Issuetrak calculates the "Total/Adjusted Time Open Mins" via the value stored in the database.