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Whether you're just learning about Round Robin for the first time, or you've just enabled it for a group in your instance of Issuetrak, you'll want to know what you can use this feature for. This article will discuss a few use scenarios for Round Ro...
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Automation is a feature that facilitates automated changes to issues according to a set of criteria defined by an administrator.
In order to set up Automation, you must have the “ Sys Admin ” parameter or “ Can access and maintain Adminis...
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Your system can automatically escalate and take action in issues that remain open or idle for too long through Workflows . Workflows help ensure that assignees and submitters never neglect or abandon their issues, especially when they are used...
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Substatus Rules are a mechanism that allows you to configure Issuetrak to automatically change the Substatus field or pause the System Clock for an issue.
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You can set, manage, and monitor service expectations for your clients through the Service Level Agreements (SLAs) configuration option. SLAs help improve accountability and quality of service, especially when used in conjunction with any ITIL Ser...
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A Group can be defined as a set of multiple users that all need to interact with your Issuetrak system in the same way. Groups allow you to establish and control role-based Permissions collectively without manually granting individual ...
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Permissions control what users can do or access within Issuetrak. With over 50 permissions available, it can be challenging to understand what separate permissions do and how to best manage them. These guidelines are meant to assist you in managing ...
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In Issuetrak’s Billing Module, customer management is streamlined by treating Organizations as "Customers" for consistency with billing terminology. This view introduces two billing-specific fields:
Billing Reference - used for trac...
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Line Items in Issuetrak’s Billing Module represent billable Products or Services added to an issue for tracking, invoicing, and reporting purposes. Each line item captures details such as quantity, date, rate, total cost, and may optionally incl...
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Issuetrak provides multiple ways to gather reporting information regarding the Asset Management module. This article will provide some detail for each of the places where reporting information is available, along with typical uses for each of them. ...