Automatic Assignments

Streamline your processes by letting IssueTrak automatically assign issues to
individuals or groups by pre-defined criteria, such as issue type, location, organization/customer, issue sub-type, project or department. Automatic assignments can also be issued based on the present time, day and even employee shift with IssueTrak’s Follow the Sun capability.

Automatic Email Conversion & Incoming Email Parsing*

• End-user can report a problem by sending an email to a mailbox such as support@yourcompany.com
• Parses out relevant data from incoming support email and opens a new trackable issue
• Associates the email with appropriate user and asset record
• Can automatically assign emailed issues based on departments, organization, or issue type
• Tracks all subsequent email correspondence in the issue record

Customizable System Options

Selectable features offer flexibility to define how IssueTrak works for you. Take advantage of over 50 user and system options to make IssueTrak your own.

Report Writer

Report Writer gives users the ability to create and run reports quickly and efficiently. This feature presents users with intuitive screens that guide the process of designing a report for: management, strategic decision-making, allocation of resources, software compliance, financial reporting, and audits.

Support Multiple Customers with IssueTrak

Present custom tailored web portals to multiple customers with only one installation of IssueTrak. Logos, color schemes, knowledge bases, dashboards, reports and searches can all be set by organization.

Service Level Agreements

Allows administrators to define the terms of their Service Level Agreements (SLA), monitor compliance, and track performance based on the specific terms of these agreements. This feature also generates email notifications of impending SLA deadlines. Issue sub-status can be used to control time calculations for SLA purposes. If an issue is Pending Customer Response, should this affect your SLA? You decide.

User Defined Fields

Create custom drop-down or text fields through a simple administrative console, make fields “Required” and/or “Private” with no programming, consulting, or additional investment required.

Executive Dashboard

At a glance the executive dashboard allows you to turn your data into insight to make faster, more informed decisions. From the dashboard, view key metrics such as: number of open, unassigned, and escalated issues, average response time, service level agreement compliance averages, and open issues by assignee, type and priority. In addition, the dashboard can be set as your home page. Dashboards are automatically filtered based on the user’s organization, department, or project. Dashboard auto refreshes in user defined time intervals.

Knowledge Management

IssueTrak allows you to provide two levels of access to your knowledge base.

Allows technicians to:
• Convert solutions to resolved issues directly into knowledge base articles
• Email articles to users or clients with ease
• Add unlimited file attachments for supporting documentation and examples, such as product brochures, service bulletins, and screen shots.

Allow users and customers to find:
• Search requently asked questions, how-to articles and procedures
• Find product and service information

Easily search for articles from the knowledge base home screen or allow users to search for public articles from the IssueTrak login screen without logging in.

Issue Escalation

IssueTrak help desk software will automatically escalate an issue based on escalation rules you create. Change the sub status of, add a note to and/or close an issue based on escalation rules you have defined. For example, advise a submitter that their response is required on an issue and close the issue if no response is received within a defined time interval.

Global Issues

IssueTrak allows users to link related help desk and customer support issues to a single global issue.

Trak Tips

When entering an issue in IssueTrak, help desk users or customer support staff can be prompted with intelligent guidance based on the information they are entering.

Highly Scalable

Designed from the ground up to be arguably the fastest solution in the industry.
• Performance optimized page layouts
• No client-side ActiveX controls
• Microsoft SQL Server
• Single Server or Multiple Server Deployment options
• Source code available

Asset Management*

Auditing program “TrakPC” gathers hardware and software information about a user’s machine and automatically sends the data back to IssueTrak via HTTP
• Software license compliance with organizational filtering
• Initial and ongoing audits
• “TrakNow” audit on demand
• Supports non-PC assets
• Detailed management reporting
• Zero Footprint – no installation required on the users’ desktops
- archive audit records when appropriate
- automatically match and assign assets to IssueTrak users

Active Directory Support*

Authenticates IssueTrak users against Active Directory and synchronizes data, eliminating the duplication and maintenance of separate user databases. Single sign-on feature included.

Distribution Lists

Set up distribution lists on a predefined or ad-hoc basis. Notify appropriate people when issues are updated with new information.

Tasks/Task Management

Assign multiple tasks to be completed within an issue. Choose tasks from a menu or on an ad hoc basis. Create templates with tasks to be completed by multiple groups or individuals. This feature is very helpful when you have repetitive tasks such as adding new employees. The Task Manager will notify users that tasks have been assigned to them only when all prior dependent tasks have been completed, cancel remaining tasks after specific response to other tasks and send email notifications when outstanding tasks are cancelled. In IssueTrak 8.0 you can also edit tasks directly from issues without opening the Task Manager.

Time Tracking

Tracks the time invested on any cross section of issues: by department, customer, project, location, issue type, and more.

Web Surveys*

Generate web surveys and submit them to your target audience. Collect and analyze results in real-time. This critical information can be used immediately to make more informed decisions for your organization.

Personnel Groups

Create groups, place users into the groups, and assign user attributes or issues to the groups.

Quick Picks

A true-time saver when dealing with repetitive issues. Quick Picks allow you to auto-populate your entry screen by simply selecting from a drop-down menu. Quick Picks, and can be combined with “Tasks” for a very powerful combination! Quick picks now include attachments

ITIL Best Practices's

• Multiple issues may be linked to one Global Issue and worked from one issue
• Enhanced issue escalation is introduced based on extensive criteria. Priority and Assignment values maybe changed on escalation
• Optional issue auditing is available to log all changes to an issue

Calendar Feature

Schedule events in day, week, or month formats, and receive email notifications/reminders.

Change Management

The Task Manager allows you to effectively manage the process of Change Management. You have the ability to implement your change processes, capture and complete your required information, notify/remind those involved when action is required, request approval from the appropriate personnel and track the resulting process through to completion.

Reminders

With the Reminder Feature you can set the “Required” or Target Date and then seta reminder for issues or projects. Reminders will appear on your calendar as events, and emails are sent at pre-defined times.

Remote Control*

See what your end users see, and vice versa. Support staff can chat with end users in real time, guide them through a product demo, “push” a Web page or file transfer, or even take permission-based control of the end user’s mouse and keyboard to show how to resolve a problem.

Right Answers*

Provides access to 100,000 problem resolution articles covering the 150 most popular desktop business application vendors.

Self Registration

An optional “Register Now” link can be presented on the login screen allowing new users to quickly create their own IssueTrak accounts. Administrators can choose to also activate Instant Access, which will prompt the new user to create a password and allow them to immediately login to the system. If Instant Access is not activated, an email address is required and a randomly generated password will be emailed to the new user.

Recurring Issues

Automatically generate issues on a recurring basis: daily, weekly, monthly, quarterly, or annually. A great tool for maintenance issues, administrative tasks, and service/warranty expirations. Expanded scheduling options and out of office support

Spell Check & Rich Text Editing

No more worries about spelling. You can also format your data with rich text
editing—bold, underline, bullet points, tables and more.

Time Zone Support

With Time Zone Support you can now accommodate clients with users in multiple time zones. In cases where the web server resides in one time zone and users in another, all dates and times will be converted and displayed according to the “logged in user’s” time zone. Each user’s time zone may be specified on their individual user record or detected from the user’s browser.

Handle Multiple Locations

Roll IssueTrak out effortlessly to remote locations and customers. Provide national or international service from a single point with our Web Based solution!

Hours of Operation

Input your organization’s hours of operation into a simple form and IssueTrak will automatically adjust your data to account for nights, weekends, and holidays.

Out of Office

Quickly and easily set technician availability. Out of Office will reroute automatic assignments and IssueTrak emails to another technician. Technician availability is displayed in the IssueTrak calendar and anywhere technicians are selected for assignment.

Password Reset

Improves productivity by allowing support personnel to reset passwords and unlock accounts. You can also allow users to define their own challenge questions.

Issue Classes

IssueTrak allows you to define your own issue classes. Classify your issues into specific categories such as incident or change request and view dashboard counts and reports for each issue class.

Filtered Issue Types, Subtypes and Quick Picks

Do specific organization or groups in your company have unique types of issues, with IssueTrak you can offer filtered lists of issue types, subtypes and Quick Picks to specific organizations and/or groups.

Organization Administration Role

Categorize your users into distinct organizations and then assign organization administrators to create and edit users and groups within their organization without full administration permissions.

Screen Pops

Screen Pops present support representatives with incoming caller information on their desktop when they answer a call. If you have a compatible VOIP phone system and computer telephony integration (CTI) application, IssueTrak can locate caller and corresponding issue information and present it to the support representative on their desktop.

Project Management

View a high-level or detailed list of all projects on the Project Summary screen. Some of the details available include estimated, actual and variance in hours, estimated, actual and variance in budget, percent complete, project status and project sub status.

*Portion or entire feature is an optional add-on module