Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

Active

This is a user permission. An active user can interact with the Issuetrak site. A user that is not active will not be able to log into Issuetrak, and will not appear in selectable user lists in the application. Active users count toward user counts.

AD

Active Directory. A standard directory format for storing information relevant to users, including their name, user name, password, location, job title, etc. Issuetrak integrates with the service to allow easier and more standardized login.

Allowed Read Only access to Administration information

This is a user permission. With the exception of License Key and System Settings, this provides the ability to view the Administration menu option and view/use limited sub-menu options related to existing Administration information. Regardless of membership within an Organization or Department marked Internal, they can also view ALL issues in the system in any of their reporting mechanisms. This permission will override other Administration permissions granted to a user.

Allowed Read Only access to Asset Management information

This is a user permission. This provides the ability to view the Asset Management menu option and view/use limited sub-menu options related to existing Asset Management information when the Asset Management Module is activated. This permission will override other Administration permissions granted to a user.

AM

Asset Management. An Issuetrak module used to represent various physical items used by customers. This is typically used to represent an inventory of items a company needs to track (anything from replacement monitors to heavy machinery).

API

Application Programming Interface. In general, an API is an outward-facing ability to receive commands that perform internal requests/changes. The Issuetrak API, more specifically, allows for retrieving and modifying data within the Issuetrak system.

C

Can access and maintain Administration functions

This is an agent user permission. With the exception of the License Key and System Settings areas, this permission provides the ability of an agent to view and change all settings under the Administration menu and all of its sub-menus. Regardless of membership within an Organization or Department marked Internal, agents with this permission can also view ALL issues in the system in any of their reporting mechanisms.

Can access and maintain all Projects

This is a user permission. This provides the ability to view/add/edit any Project, including those marked Exclusive.

Can access and maintain Asset Management Module functions

This is a user permission. Provides the ability to view the Asset Management menu option and view/use all of its sub-menu options when the Asset Management Module is activated.

Can access and maintain Billing Module functions

This is a user permission. Provides the ability to view the Billing menu option and view/use all of its sub-menu options when the Billing module is activated.

Can access and maintain Surveys Module functions

This is a user permission. This provides the ability to view the Surveys menu option and view/use all of its sub-menu options when the Surveys Module is activated.

Can access and maintain users in this user's Organization and its "Additional Organizations"

This is a user permission. This activates the User Administrator functionality for the user.

Can add Notes to closed issues

This is a user permission. Provides the ability to add Notes on issues after they have been closed.

Can add, edit and delete Knowledge Base Articles

This is a user permission. Provides the ability to add/edit/delete Knowledge Base Articles. With "Can view Private Knowledge Base Articles", they can also add/edit/delete Knowledge Base Articles marked Private.

Can add, edit and delete Knowledge Base Categories and Sub Categories

This is a user permission. Provides the ability to add/edit/delete Knowledge Base Categories and Subcategories.

Can add, edit and delete Special Function Table records

This is a user permission. Provides the ability to add/edit/delete Special Function Table records when the Special Function Table feature is activated.

Can add, edit and run Report Writer Queries and Reports

This is a user permission. Provides the ability to view/use the Report Writer sub-menu option.

Can add, edit and run shared Saved Searches

This is a user permission. This provides the ability for a user to mark their own Saved Searches as Shared, and edit Saved Searches created by other users marked Shared. Note that you may only view shared searches created by members of your own organization.

Can assign issues

This is an agent user permission. Provides the ability to manually assign issues to users/groups with "Can be assigned issues" permission.

Can assign Next Action

This is an agent user permission. Provides the ability to assign Next Action for issues to users/groups with "Can be assigned Next Action" permission.

Can assign Tasks

This is a user permission. Provides the ability to manually assign Tasks to users/groups with "Can be assigned Tasks" permission.

Can be assigned issues

This is an agent user permission. Provides the ability to manually and automatically be assigned issues. In conjunction with the "Activate link allowing self assignment of next available issue in unassigned queue" permission, agents with this permission can use a link on the My Issues screen to assign unassigned issues to themselves without having "Can assign issues" permission.

Can be assigned Next Action

This is an agent user permission. Provides the ability to manually and automatically be assigned Next Action on an issue.

Can be assigned Tasks

This is a user permission. Provides the ability to be manually and automatically assigned Tasks.

Can change their own password

This is a user permission. This provides the ability to reset their Issuetrak password. If authenticated by AD, they will need to contact their organization's support team to have their AD password reset.

Can close issues

This is a user permission. Provides the ability to close issues.

Can close issues: Limit to issues submitted by this user

This is a restriction that can be enabled when the "Can close issues" permission is selected. This restricts the user's ability to close issues to only those issues they have submitted.

Can delete issues and issue related attachments

This is a user permission. Provides the ability to delete issues and issue attachments.

Can edit issues

This is a user permission. Provides the ability to edit issues, including changing Class values, delete attachments, add/edit notes, change Subject and Description fields, change UDF values, status, substatus, and labor hours.

Can edit Tasks in issues

This is a user permission. Provides the ability to edit task details for any task the user has access to.

Can enter Labor Hours when entering Notes/completing Tasks

This is a user permission. Provides the ability to add/edit Labor Hours for Notes and Tasks on issues.

Can enter Line Items from Billing Module in issues

This is a user permission. This provides the ability to add/edit/delete Line Items and view/print Work Orders on issues when the Billing Module is activated.

Can Log In

This is a user permission. If enabled, then this user can log into Issuetrak. A user can be active and still not be able to log in.

Can modify Closed Date in issues

This is a user permission. Provides the ability to edit the Close Date on the Close Issue screen. Close Dates cannot be modified after issues have been closed.

Can modify First Response Time entered in SLA issues

This is a user permission. Provides the ability to edit First Response Time on SLA-related issues when the Service Level Agreements feature is activated.

Can modify submitted date when submitting Issues

This is a user permission. Provides the ability to edit the submitted date as an issue is being entered.

Can run built-in Summary Reports

This is a user permission. Provides the ability to view/use the Summary Reports sub-menu option.

Can select Priority when submitting and maintaining issues

This is a user permission. Provides the ability to select Priority on issues.

Can select Severity when submitting and maintaining SLA issues

This is a user permission. Provides the ability to select Severity on issues.

Can select Substatus when submitting and maintaining issues

This is a user permission. Provides the ability to select Substatus on issues.

Can submit on behalf of other users

This is an agent permission. Provides the ability to submit issues in which they are the Enterer and another user is the actual Submitter.

Can view and add Private Notes in issues

This is a user permission. Provides the ability to view Notes marked Private in issues, email notifications and any of their reporting mechanisms. They can also add Private Notes on issues.

Can view and enter content in Private Optional Fields

This is a user permission. Provides the ability to view User Defined Fields marked Private in issues, email notifications and any of their reporting mechanisms. They can also select/enter values for Private User Defined Fields on issues.

Can view and select from Assets when submitting and maintaining issues

This is a user permission. Provides the ability to view/select Assets on issues.

Can view and select from Private Quick Picks when submitting issues

This is a user permission. Provides the ability to view/select Quick Picks marked Private on the Submit Issue screen.

Can view and select from Quick Picks when submitting issues

This is a user permission. Provides the ability to view/select Quick Picks on the Submit Issue screen.

Can view Assigned To information in issues and email notifications

This is a user permission. This provides the ability to view Assigned To and Next Action field and value in issues, email notifications and any of their reporting mechanisms.

Can view issues submitted by other users

This is a user permission. With the exception of issues filtered by membership within an Organization and/or Department marked Internal, provides the ability to view issues in which they have no role in any of their reporting mechanisms.

Can view Private Knowledge Base Articles

This is a user permission. Provides the ability to view Knowledge Base Articles marked Private.

Can view Tasks in issues

This is a user permission. Provides the ability to view Task Manager details in issues, email notifications and any of their reporting mechanisms.

G

GET

This is an HTTP verb used for requesting information from a Web server. This is normally used by web browsers to request a web server to send a specific web page.

H

HSTS

HTTP Strict Transport Security (HSTS) is a mechanism that can be enabled on a website that tells a browser that the site should only be accessed via HTTPS, which will improve the security and privacy of communication between the browser and site. This mechanism is only useful or valid if the site has an SSL binding. Issuetrak's deployment tools will enable HSTS by default on sites that have an HTTPS binding.

HTTP

HyperText Transport Protocol (HTTP) is the default unencrypted protocol that a website uses to communicate with web browsers. This is not recommended for privacy and security reasons, and we encourage our customers to use HTTPS instead.

HTTPS

HyperText Transport Protocol Secure (HTTPS) is the secure version of HTTP. This protocol uses TLS to encrypt web traffic between the web server and the web browser. We recommend that our customers use HTTPS instead of HTTP for privacy and security reasons.

I

IE

Internet Explorer. Internet Explorer 11 is the final version of Internet Explorer, and it receives only security updates from Microsoft. IE11 will become end-of-life when Windows 10 is no longer supported by Microsoft. This is expected to be around 2025. IE11 is the only version of IE supported by Issuetrak.

IEM

Incoming Email Module. The Issuetrak feature responsible for handling incoming emails, parsing them into issues, directing them appropriately, and handling additional actions like adding "Caller" users.

IIS

Internet Information Services (IIS) is the Web server component of Windows Server.

J

JS

Javascript. A common scripting language used to perform actions on a web page.

K

KB

Knowledge Base. Collection of information relevant to the given application.

N

No AD Authentication

This is a user permission. Only used when Active Directory is enabled. A user record with this permission is not verified with Active Directory. All permissions are granted through other means. In addition, the password for this user account is controlled in the application. It is recommended that at least one Sys Admin account uses this permission in the event that there is a problem or change with Active Directory that requires updating Issuetrak's Active Directory settings.

O

OEM

Outgoing Email Module. The Issuetrak feature responsible for sending emails out of the system.

P

POST

This is an HTTP verb used to add or modify information to a Web server. This is often used to upload a file or post a message to a forum.

PUT

This is an HTTP verb used to create or overwrite something hosted on the Web server.

S

Show Debug

This is a user permission. Allows a user to view specific troubleshooting information when navigating an Issuetrak site. In general, this should only be selected if specifically requested by Issuetrak Technical Support.

SPF

SPF is short for Sender Policy Framework. It is a DNS record used by domain owners to designate specific servers that are allowed to send email on behalf of their domain.

SSL

Secure Sockets Layer (SSL), also referred to as Transport Layer Security (TLS), is a method for encrypting web traffic. This is the mechanism used for securing HTTPS.

Sys Admin

This is a user permission. Allows the user to view the Administration menu option and view/use ALL of its sub-menu options. They can also view the Billing, Asset Management and Surveys menu options and view/use all of their sub-menu options when these modules are activated. Regardless of membership within an Organization or Department marked Internal, they can also view ALL issues in the system in any of their reporting mechanisms.

U

UDF

User Defined Fields (or UDFs) are custom fields that can be added to Issuetrak by Administrators to allow additional information to be provided in issues, user records, organization records, and the Billing Module (if licensed).

W

Will receive an email notification on Escalation of ANY/ALL issues

This is a user permission. The user will be notified via email of every Escalation event.

Will receive an email notification when Note Added to ANY/ALL issues

This is a user permission. The user will be notified via email of every Add Note event.

Will receive email notification on Submission of ANY/ALL unassigned issues

This is a user permission. The user will be notified via email of every Submission event in which an Assignment does not occur. If a manual assignment of an issue is made, then the user with this permission will not receive an email.

X

XML

eXtensible Markup Language. Document encoding to allow information to be readable by both humans and machines. Commonly used as a method for storing configuration information.