NEW FEATURES

• Enhanced Installation - Install and upgrade quickly and easily with IssueTrak’s new automated installation.

• 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 - Restrict issue types, sub types 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 - Locate current caller and any corresponding issue information when call information is routed to a special URL.

• Project Management - View a high-level or detailed list of all projects on the new 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.
  
  

ENHANCEMENTS

• Auto Assignments - Use IssueTrak’s new Follow the Sun capability to accommodate separate shifts in your organization’s hours of operation. Automatic assignments will be issued based on the present time, day and shift.

• Escalation Rules - 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.

• Task Manager – The Task Manager will now notify users that tasks have been assigned to them only when all prior dependent tasks have been completed, cancel remaining tasks after (a) specific response(s) 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.

• Knowledge Base - A new Knowledge Base home page, with enhanced search capability, Quick Search, enables you to search your Knowledge Base easily. You can also allow users to search and view public Knowledge Base articles from the log in screen, without logging in to IssueTrak.

• Active Directory Module - Allow users to define their own challenge questions for use with IssueTrak or Active Directory password reset.

• Asset Management Module - Archive audit records when appropriate and automatically match and assign assets to IssueTrak users.