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Last Updated: 09/23/2025
in Getting Started General 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, Google, or Office365 mailboxes. If you are also using Issue Notificati...
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Last Updated: 01/15/2026
in Getting Started GeneralThis article explains how Issuetrak calculates the "Total/Adjusted Time Open Mins" via the value stored in the database.
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Outgoing Email settings govern Issuetrak's connectivity with outbound mail servers, behavior concerning linked attachments, logging retention, behavior surrounding outgoing email, and (to a lesser extent) the content of outgoing email.
How t...
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Now that the preliminary steps are completed, you can go ahead and begin the actual set up of the Active Directory LDAP connection. This can only be performed by an Issuetrak user with the “Can access and maintain Administration functions” permiss...
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The Knowledge Base (KB) is an online library for storing and retrieving useful information and reference materials, such as company policies, procedures, and forms; how-to guides; answers to Frequently Asked Questions (FAQs); and known solutions t...
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Active Directory Federation Services (AD FS) is a framework for authenticating users to an application without direct communication with a domain controller. This is a better and more secure way of implementing authentication for Issuetrak because: ...
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Webforms are one of many methods of submitting issues with Issuetrak. This method is based on a form being created in a customer-facing application (normally a web site) that interacts with Issuetrak through an Application Programming Interface (A...
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Last Updated: 06/17/2025
in Getting Started General 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 can indicate respo...
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Last Updated: 06/17/2025
in Getting Started General Introduction
Issuetrak is an incredibly configurable and flexible tool, allowing you to customize it to fit various business models. While configuring Issuetrak may initially appear challenging, we are here to guide you through every step of ...
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Quick Notes (which we'll occasionally shorten to just "Notes" in this article) are pre-fabbed blocks of text that you can define ahead of time, and which you can quickly bring into issues and knowledge base articles. Only agents with " Can create/ma...