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Issuetrak Help Center

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  • Glossary
  • End User
    • Dashboard
      • Dashboard Settings
      • About the Dashboard
    • Global Issues
      • Linking New Issues
      • Submitting Multiple New Issues
    • Tasks
      • Working with the Task Manager
      • Process Management options in the Task Manager
      • Editing a Task/Task Group in an Issue
      • Complete or Respond to a Task in an Issue
      • Editing a Task/Task Group in the Task Manager
      • Adding a Task/Task Group to an Issue
    • Reports
      • About Reports
      • Add a Scheduled Report
      • Setting Report Writer Defaults
      • Summary Reports
      • Report Writer - Building a Query
      • Saved Searches
      • Report Writer - Building a Report
      • Scheduled Reports
      • Edit a Scheduled Report
      • How to create custom links within SalesForce to display a list of issues from Issuetrak
    • User Administrator
      • Making Use of the User Administrator
      • User Administrator Feature
    • All Others
      • Using the Projects Search
      • Change Password
      • Searching Projects Using the Projects List
      • Submitting Issues
      • Searching Issues
      • Logging into Issuetrak
      • My Settings
      • My Issues
  • Administrator
    • API
      • About the Issuetrak RESTful API
      • API System Requirements
      • Installing the API (Pre-11.0)
      • Installing the API (Issuetrak 11.0+)
      • API - Encrypting ConnectionStrings
      • API Authorization Overview
      • API - Swagger Overview
      • API - Troubleshooting Swagger
      • API Samples Overview
      • API Operations
        • API Operation Conventions
        • API Operations for APIMETADATA
        • API Operations for Attachments
        • API Operations for Causes
        • API Operations for Classes
        • API Operations for Departments
        • API Operations for Issues
        • API Operations for IssueTypes
        • API Operations for IssueSubTypes
        • API Operations for IssueSubTypes2
        • API Operations for IssueSubTypes3
        • API Operations for IssueSubTypes4
        • API Operations for Locations
        • API Operations for MenuItems
        • API Operations for Notes
        • API Operations for Organizations
        • API Operations for Priorities
        • API Operations for Projects
        • API Operations for ServiceLevels
        • API Operations for ServiceLevelAgreements
        • API Operations for ServiceLevelSeverities
        • API Operations for ServiceLevelTerms
        • API Operations for Substatuses
        • API Operations for TimeZones
        • API Operations for Users
        • API Operations for User Types
        • API Operations for User-Defined Field Types
    • Business Rules
      • About Business Rules
        • About Business Rules
      • Auto Assignments
      • Escalation Rules
        • About Escalation Rules
        • Adding Escalation Rules
        • Editing Escalation Rules
        • Deleting Escalation Rules
      • Substatus Rules
        • About Substatus Rules
        • Adding Substatus Pause Clock Rules
        • Adding Substatus Update Rules
        • Editing Substatus Rules
        • Deleting Substatus Rules
    • Classes
      • About Classes
      • Activating Classes
      • Adding Classes
      • Editing Classes
      • Deleting Classes
    • Custom Screens
      • About Custom Screens
      • Creating Custom Screens
      • Deleting Custom Screens
      • Editing Custom Screens
      • Assigning Custom Screens to Issue Types
    • Departments
      • About Departments
      • Activating Departments
      • Managing Departments
    • Embedded Images
      • About Embedded Images
      • View Uploaded Images
      • Managing Embedded Images
      • Deleting Unused Images
    • Global Issues
      • About Global Issues
      • Activating Global Issues
      • Linking Existing Issues
      • Managing Global Issues
      • Promoting Issues
    • Incoming Email
      • Incoming Email Overview
      • Activating Incoming Email
      • Adding/Editing IEM mailboxes
      • Blocked Attachments
      • Email Tokens
      • Exclude Text
      • Keywords
      • View Log
    • Installation/Upgrade Documentation
      • Issuetrak 11.0 Table of Contents
      • Issuetrak Release Notes
      • Issuetrak System Requirements
      • Introduction to the Issuetrak Deployment Utility (IDU)
      • Introduction to the Issuetrak Deployment Manager (IDM)
      • IDU Verb Documentation
      • How to Install Issuetrak Using the Issuetrak Deployment Utility (IDU)
      • How to Install Issuetrak Using the Issuetrak Deployment Manager (IDM)
      • How to Perform an Upgrade Using the Issuetrak Deployment Utility (IDU)
      • How to Perform an Upgrade Using the Issuetrak Deployment Manager (IDM)
      • Post-Deployment Configuration
      • Product Documentation
      • Getting Started in Issuetrak
      • Using the Password Migration Tool for Upgrades to Issuetrak 10.3
      • Network Protocols and Ports for Issuetrak
    • Issue Auditing
      • Activating Issue Auditing
      • Search Audits
      • Archive Audits
      • Reporting on Audits
    • Locations and Regions
      • About Locations and Regions
      • Activating Locations / Regions
      • Managing Locations
      • Managing Regions
    • Priorities
      • About Priorities
      • Adding Priorities
      • Editing Priorities
      • Deleting Priorities
    • Quick Picks
      • About Quick Picks
      • Adding Quick Picks
      • Editing Quick Picks
      • Copying Quick Picks
      • Deleting Quick Picks
    • Recurring Issues
      • About Recurring Issues
      • Adding Recurring Issues
      • Editing Recurring Issues
      • Copying Recurring Issues
      • Create Recurring Issue from Existing Issue Screen
      • Searching Recurring Issues
    • System
      • The System Menu
      • System Settings
        • Admin Auditing
          • About Admin Auditing
          • Exporting Admin Audits
          • Interpreting Admin Auditing Logs
          • Searching Admin Audits
        • The System Settings Submenu
          • About the System Settings Submenu
          • System Defaults
          • Site Appearance
          • Mobile Settings
          • Menu Options
          • Password Policies
          • Security
          • Activating Rich Text
        • Features
          • About the Features Screen
            • About the Features Screen
          • Active Directory Module
            • About the Active Directory Module
            • Activating AD within Issuetrak
            • Additional items for scheduled imports
            • Adding specifications of the AD server
            • Configuring the Active Directory Module
            • Importing Users from Active Directory
            • Preparing to use the Active Directory Module
            • AD - Creating a Template for User Permissions
            • AD - Configuring additional AD attributes (Optional)
            • AD - Granting permissions to Agents
            • AD - Implementing Optional Features - Single Sign On
            • AD - Mapping Departments
            • AD - Mapping Locations
            • AD - Mapping Organizations
            • AD - Mapping User Attributes
            • AD - Performing a Search Test
            • AD - Setting up additional attributes (Optional)
            • AD - Populating Issuetrak entity records
            • AD - Self Service Password Reset
          • Asset Management Module
            • About the Asset Management Module
            • Adding New Software
            • Adding an Asset
            • About Asset Items
            • Asset Availability
            • Asset Management - Attachments
            • Asset Management - Clone
            • Assets and Issues
            • Asset Reports
            • Asset Tables
            • Creating a Separate Website for ScanPC Audits
            • Deleting an Asset
            • Editing an Asset
            • Linking Assets
            • Maintaining Drive Information
            • Maintaining Software Information
            • Reporting with TrakPC
            • About ScanPC
            • ScanPC Bypass URL
            • Searching Assets
            • Software Licensing Reports
            • Software Management
            • Software Purchases
            • Software Titles
            • TrakPC Audit
            • Viewing Audits
          • Billing Module
            • About the Billing Module
            • Activating the Billing Module
            • Billing Modules - Customers
            • Billing Module - Export
            • About Invoices
            • Line Items
            • Products/Services
            • Work Orders
          • Calendar
            • About the Calendar
            • Activating the Calendar
            • Deleting Out of Office Events
            • Adding Calendar Events
            • Editing Out of Office Events
            • Adding Out of Office Events
            • Editing Calendar Events
            • Deleting Calendar Events
          • Chat
            • Creating Issues from Chat Transcripts
            • How to Enable Chat in Issuetrak
            • How to add a Chat Agent
          • Projects
            • About Projects
            • Activating Projects
            • Adding a Project
            • Deleting a Project
            • Editing a Project
            • Adding a Project Category
            • Editing a Project Category
            • Adding a Project Substatus
            • Editing a Project Substatus
            • Deleting a Project Substatus
            • Deleting a Project Category
          • Knowledge Base
          • Service Level Agreements
            • About Service Level Agreements
            • Activating SLAs
            • Adding Service Agreements
            • Adding Service Levels
            • Adding Service Terms
            • Adding Severities
            • Deleting Service Agreements
            • Deleting Service Levels
            • Deleting Severities
            • Editing Service Agreements
            • Editing Service Levels
            • Editing Service Terms
            • Editing Severities
          • Surveys Module
            • About the Surveys Module
            • Adding Surveys
            • Deploying Surveys
            • Designing Surveys
            • Exporting Survey Data
            • Managing Surveys
            • Previewing Surveys
            • Sending a Survey Automatically
            • Survey Filters
            • Survey Options
        • Outgoing Email
          • Email Settings
          • Customizing Notification Messages
          • Default Issue Distributions
          • Email Notifications
          • Email Masking
          • Outgoing Email in the Issuetrak Cloud
          • Issue-Based Distributions
          • Value-Based Distributions
          • Viewing the Email Log
        • Optional Fields
          • About Optional Fields
            • About Optional Fields
          • Causes
            • About Causes
            • Activating Causes
            • Deleting Causes
            • Editing Causes
            • Adding Causes
          • Configuration Items
            • About Configuration Items
            • Deleting Configuration Items
            • Adding Configuration Items
            • Activating Configuration Items
            • Editing Configuration Items
          • Solutions
            • About Solutions
            • Activating Solutions
            • Adding Solutions
            • Editing Solutions
            • Deleting Solutions
          • Special Function Table
            • Configuring the Special Function Table
            • About the Special Function Table
            • Activating the Special Function Table
          • Substatuses
            • About Substatuses
            • Activating Substatuses
            • Adding Substatuses
            • Editing Substatuses
            • Deleting Substatuses
          • Issue Types and Subtypes
            • Activating Subtypes
            • About Issue Types and Subtypes
            • Adding Issue Types/Subtypes using Administration menu
            • Using Submit and Edit Issue screens to Add Issue Types and Subtypes
            • Adding and editing Subtypes 2, 3 and 4
            • Editing Issue Types/Subtypes
        • User Defined Fields (UDFs)
          • About User Defined Fields
          • Organization User Defined Fields
          • User-based User Defined Fields
          • Defining User Defined Fields for Issues
          • Defining User Defined Fields for Organizations
          • Defining User Defined Fields for Users
      • System Colors
        • Adjusting Dashboard Colors
        • Applying Colors and Color Themes
    • Tasks
      • About Tasks
      • Activating Tasks
      • Adding Tasks
      • Adding Task Groups
      • Adding Task-based Email Distribution Lists
      • Default Task Distributions
      • Editing Tasks
      • Editing Task Groups
      • Deleting Tasks
      • Deleting Task Groups
      • Managing Task Groups
      • Managing the Tasks dropdown
    • Users, Groups, and Organizations
      • Users
        • About Users
        • Maintaining Users
        • Attachments within User Profiles
        • Getting started with Administering Users
        • User Templates
        • User Cloning
        • User Permissions
        • Administering Users
        • User Memberships
      • Groups
        • About Groups
        • Group Permissions
        • Group Restrictions
        • Maintaining Groups
        • User Groups
      • Organizations
        • About Organizations
        • Organization Site Colors
        • Managing Organizations
        • Organization Options
        • Service Contracts
  • Troubleshooting
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