Glossary

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.

Add to Home Screen

Also called A2HS. The mobile view of Issuetrak's login screen will prompt you to add the current Issuetrak site as an icon to your mobile device's home screen.

Allowed Read Only access to Administration information

This is a user permission. With the exception of certain System areas, this provides the ability to view the Settings Lightbox and view/use limited sub-menu options within it. 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 Settings Lightbox option and view/use limited context 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.

Asset Auditing

A key feature of our Asset Management add-on. Asset auditing provides a wealth of information on PCs, Macs, Chromebooks, iOS devices, and Android devices. Audits are gathered by Issuetrak's proprietary auditing software: TrakAsset, ScanPC, and TrakMac. We also provide TrakPC and ScanPC (Legacy), which we previously used for asset auditing, but which we no longer provide updates for.

Automation

Automation, formerly referred to as "Business Rules", is a function in Issuetrak that allows you to automatically update issues in various ways to keep their progress moving forward. Automation includes the use of (and interaction between) Substatus Rules, Workflows, and Hours of Operation.

C

Can access and maintain Administration functions

This is an agent user permission. With the exception of certain System areas, this permission provides the ability of an agent to view and change all settings in the Settings Lightbox 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 Settings Lightbox option and view/use all of its context 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 Settings Lightbox option and view/use all of its context 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 Settings Lightbox option and view/use all of its context menu options when the Surveys Module is activated.

Can access and maintain users in this user's Organizations

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

Can add edit and delete Custom Record Table records

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

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 run Report Writer Queries and Reports

This is a user permission. Provides the ability to view/use the Reports option on the left menu, as well as the Report Writer context 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 add Notes to closed issues

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

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 authenticate with the API v2

This is an agent user permission. This provides the agent with the ability to access the API v2 area of the product. Additionally, this permission makes it possible to generate an API token for this user.

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 create manage and use own Quick Notes and use shared Quick Notes

This is an agent permission. This provides the ability to use and share Quick Notes.

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 context 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 User Defined 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 Issue Templates when submitting issues

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

Can view and select from Private Issue Templates when submitting issues

This is a user permission. Provides the ability to view/select Issue Templates marked Private 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.

Contact Support

Our Support Team is happy to assist you with any technical questions or concerns. You can contact Support at 888-789-8725 (US & Canada), +1 757-213-1351 (International), support@issuetrak.com or https://support.issuetrak.com/.

CSRF

Cross-Site Request Forgery (CSRF). This is a type of attack that uses a site vulnerability that can deceive end users into sending commands to the web server that they didn't intend. This can cause data to be disclosed by the server that shouldn't have been, as well as other undesirable effects.

Custom Record Table

Formerly referred to as the "Special Function Table", this function contains records with up to 50 text fields of reference information that can be used to associate just about anything to an issue.

D

Delete record options

On the Features page, the following setting exists for limiting the ability to delete records to sys admins only: "For System Administrators Only".

Deprecated asset auditing software

As of Issuetrak 15.6, we have deprecated support for TrakPC and ScanPC (Legacy). These utilities will no longer receive software updates. If you are still using either application, they will continue to work, but we urge you to migrate to TrakAsset and the new TrakAsset-based ScanPC.

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.

Issue Form

Formerly referred to as "Custom Screens", this function allows you to customize the information displayed on different Issues Types, as well as the required fields that apply to those Issue Types.

Issue Hub View

Formerly referred to as Issue Hub Tabs, these are customizable displays that you can create within Issue Hub so that you gain visibility on issues that you are interested in monitoring.

Issue Subscribers

Formerly referred to as the "Issue Distribution List", this function determines who receives notifications on particular issues.

Issue Template

Formerly referred to as "Quick Picks", these are administrator-created, user-selectable, prepopulated issues that you can create for commonly addressed issues to allow for rapid issue submission.

Issue Updates 1

Email Issue requires the Outgoing Email feature to be activated to have the Email Issue feature available on Issues.

Issue Updates 2

For a user to add a private note, they must have the following user permission: Can view and add Private Notes in Issues.

Issue Updates 3

For users to be able to add notes to issues, the New Note field must be on the Issue Form. In order to view existing notes, the Existing Notes field must be on the Issue Form.

Issue Updates 4

In addition to the Next Action field being enabled in the Optional Fields area, it also must be added to the Issue Form in order for it to be used.

Issue Updates 5

Users who don't have permission to view the Global issue can still submit an issue linked to the Global issue as long as they're able to see the Global Issue listed in the Global Issues tab of the Issue Hub and they use the Submit link in the Submit Same Problem column.

Issue Updates 6

In addition to the Global Issues feature being enabled, this also requires the Global Issues view to be enabled in the Issue Hub.

Issue Updates 7

In the Defaults area of Issuetrak, a setting exists to limit user access to the options for record deletion to only Sys Admins.

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.

M

MFA

Multi-factor authentication. MFA makes it necessary for you to enter your usual password, as well as a secondary passcode to successfully authenticate to Issuetrak. MFA can take the form of either a constantly-rotating Time-based One-Time Password (TOTP) 6-digit code or an email containing a randomly-generated one-time password that is sent to you whenever you enter your credentials into Issuetrak.

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.

R

Response

The response is the first non-Private Note added by any user that is not in the Submitter's organization.

Restrictions

In the Settings lightbox, under the Tools header, is an option called "Restrictions". Clicking on this takes you to an "All Restrictions" screen. This page provides the ability to display and jump to every visibility restriction in your Issuetrak site from one centralized location.

S

SaaS

Software as a Service. Your access to a SaaS application is typically via a web browser over the internet. The nature of SaaS is an agreement between you (or your organization) and a software provider, in which the provider is paid a subscription fee to maintain availability of the software application for your purposes.

ScanMac

Issuetrak’s proprietary application to on-demand scan and audit MacOS-based computers. Used to populate and update Mac Assets for the Asset Management add-on. Not to be confused with TrakPC, which no longer receives updates as of Issuetrak 15.6.

ScanPC

Issuetrak’s proprietary application to on-demand scan and audit Windows-based computers. Used to populate and update PC Assets for the Asset Management add-on. This is a new application based on TrakAsset. Not to be confused with ScanPC Legacy, which no longer receives updates as of Issuetrak 15.6.

ScanPC Legacy

Issuetrak’s legacy proprietary application to on-demand scan and audit Windows-based computers. Used to populate and update PC Assets for the Asset Management add-on. Superseded by ScanPC, which is based on TrakAsset.

Scheduled Issue

Formerly referred to as "Recurring Issues", this function allows you to automatically submit issues on a scheduled basis.

Settings Lightbox

The administrative area accessible to SysAdmins and administrators by clicking on the gear in the top right area of Issuetrak. This area provides access to all global settings in the site.

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.

Site ID

A Site ID is a unique identifier that distinguishes a running instance of Issuetrak from all others.

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.

SSO

Single Sign-On (SSO) is a method for automatically signing into a web application using the current user's Active Directory credentials.

Sys Admin

This is a user permission. Allows the user to view the Settings Lightbox and view/use ALL of its menu options. They can also view the Billing, Asset Management and Surveys menu options and view/use all of their context 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.

T

TrakAsset

Issuetrak’s proprietary application to scan and audit Windows-based computers. Used to populate and update PC Assets for the Asset Management add-on. This is a new application that shares its codebase with, TrakMac, ScanMac, and ScanPC. This supersedes TrakPC, which no longer receives updates as of Issuetrak 15.6.

TrakMac

Issuetrak’s proprietary application to scan and audit MacOS-based computers. Used to populate and update Mac Assets for the Asset Management add-on. Not to be confused with TrakPC, which no longer receives updates as of Issuetrak 15.6.

TrakPC

Issuetrak’s legacy proprietary application to scan and audit Windows-based computers. Used to populate and update PC Assets for the Asset Management add-on. Superseded by TrakAsset.

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.

Workflows

Workflows, formerly called "escalation rules", are a form of automation in Issuetrak that allows you to escalate and take action on issues that remain open or idle for too long.

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.

Z

zap

Zapier users create integrations called zaps between Zapier's procured list of web applications. Where applicable, users must link the account associated with their chosen web application before Zapier can read or write data associated with that application. In their simplest form, zaps consist of a trigger and an action. When enabled, each zap will check the trigger side for work to be done. While some triggers are event-based and process nearly instantaneously, other triggers are schedule-based and will process every one to fifteen minutes, depending on the support tier your Zapier account is in.

Zapier

Zapier is a company that is known for its eponymously named web application that makes it easy to get web applications to talk to each other.