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Table of Contents
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Home
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
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
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
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 Issue UD Fields
Defining Organization UD Fields
Defining User UD Fields
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 User Administration
User Templates
User Cloning
User Permissions
User Administration Options
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
Full PDF Download
Home
Administrator
System
System Settings
Admin Auditing
(4)
About Admin Auditing
()
Exporting Admin Audits
()
Interpreting Admin Auditing Logs
()
Searching Admin Audits
()
The System Settings Submenu
(8)
About the System Settings Submenu
()
System Defaults
()
Site Appearance
()
Mobile Settings
()
Menu Options
()
Password Policies
()
Security
()
Activating Rich Text
()
Features
(110)
About the Features Screen
(1)
Active Directory Module
(19)
Asset Management Module
(26)
Billing Module
(8)
Calendar
(8)
Chat
(3)
Projects
(11)
Knowledge Base
(11)
Service Level Agreements
(13)
Surveys Module
(10)
Outgoing Email
(8)
Email Settings
()
Customizing Notification Messages
()
Default Issue Distributions
()
Email Notifications
()
Email Masking
()
Issue-Based Distributions
()
Value-Based Distributions
()
Viewing the Email Log
()
Optional Fields
(29)
About Optional Fields
(1)
Causes
(5)
Configuration Items
(5)
Solutions
(5)
Special Function Table
(2)
Substatuses
(5)
Issue Types and Subtypes
(6)
User Defined Fields (UDFs)
(6)
About User Defined Fields
()
Organization User Defined Fields
()
User-based User Defined Fields
()
Defining Issue UD Fields
()
Defining Organization UD Fields
()
Defining User UD Fields
()