IssueTrak Blog

Virginia Beach, VA (August 21, 2009)―IssueTrak, an internationally recognized leader in issue tracking, help desk and customer service software, has released IssueTrak Version 9. The new version includes a number of features that give customers the ability to customize IssueTrak for uses outside the company’s traditional stronghold of help desk and customer service departments.

“More and more of our customers are using IssueTrak in innovative ways – to track issues in facilities maintenance, accounts payable, human resources or purchasing,” said Hank Luhring, CEO of IssueTrak, Inc. “Once they start using it, they just want to do everything in IssueTrak. These new features make it much easier to use IssueTrak in departments across the enterprise, wherever it is important to keep issues from falling through the cracks.”

With Version 9, customers can create customized issue screens for various departments and types of requests. If someone selects “Human Resources” as the type of issue they need to submit, they then see a screen designed specifically for human resources issues. If they select “Purchasing” instead, they see a completely different screen that prompts them to fill in fields relating to purchasing.

Using customized screens like this removes a lot of confusion for the person submitting the issue. Instead of having to answer questions that are not relevant, he or she sees a form that asks only for the information that particular department needs for that specific type of issue. This saves frustration for the end users and simplifies the resolution process for the department.

Other customization features in IssueTrak 9.0 include the ability to define the terminology that is used for issue subjects, types, projects, locations/regions, and the knowledge base. Menus can include links for easy access to other websites, such as the company’s Intranet. Custom fields of various types can be added to issue, user and organization fields, and defined as required or private.

Version 9 also includes a number of other improvements and enhancements, including:

- Management Dashboard: Users can now display open issues by subtype, location, region and severity on the dashboard and home page.

- Home Page: Users can choose to use the Summary, As Submitter, Assignee or Next Action reports on the My Issues screen as their home page.

- Login History: The last login date and time can display on the user’s home page, with a link to login history. User login attempts and login history can be viewed on each user’s record.

- Email Distribution List Default: An email can be sent automatically to a distribution list when new members are added.

- Billing Module Line Items: When adding billing module line items to issues, labor hours can be subtracted from service contracts.

- Enhanced Documentation: IssueTrak’s documentation now includes more examples, recommendations and best practices.

Pricing and Availability

IssueTrak 9.0 is available now. Customers who are using the hosted (Software as a Service, or SaaS) version of the software have already been upgraded. Customers who are running the software on their own servers can download the upgrade at http://support.issuetrak.com. Upgrades are free to all customers with current support and maintenance contracts.

About IssueTrak

IssueTrak develops, sells and supports issue tracking software. First released in 2000, its signature software package has become a robust platform for internal and external customer support, IT help desk, workflow management, and issue tracking throughout the enterprise. The 100% web-based software is currently used by more than 1,500 companies in 34 countries, and across 54 major industry groups. Based in Virginia Beach, VA, the company is a Microsoft Gold Certified Partner and has been recognized with a number of awards, including the Inc 500, Inc 5000, and Deloitte Technology Fast 500.

More information about IssueTrak is available at 1-866-ISSUETRAK or www.issuetrak.com.