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IssueNet Overview


The IssueNet platform provides an extensible framework to handle your many issue management needs in one solution. As every department faces issues in a variety of shapes and forms, IssueNet adapts by presenting different data schemas, workflows, and UI elements.

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Extensibility

The IssueNet architecture provides unlimited paths of integration into your current business environment. IssueNet works within your process, not the other way around. IssueNet provides:

  • User-Defined Workflows
  • Freely Customized Forms
  • Unlimited Issue Types
  • A Fully Integrateable API

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Pre-Built Solutions

IssueNet has several pre-built solutions; each developed collaboratively with customers to maximize effectiveness. Best of all there is no extra charge for any of our solutions!

  • Help Desk
  • IT Change Management
  • Bug & Defect Tracking

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Integration

To play a strategic role in the business process, it is important that your tools communicate effectively and efficiently. IssueNet provides a host of integrations options, including:

  • Microsoft Outlook & Exchange
  • Microsoft Visual Studio
  • Microsoft SQL Server
  • Microsoft Project
  • SCM Systems

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IssueNet Solutions


  • Overview
  • Help Desk
  • IT Service Desk
  • Bug Tracking

IssueNet is a fully customizable issue management and tracking framework. Your organization can choose to implement just one of our pre-built solutions to fill a specific need or extend IssueNet to incorporate all of your issue tracking needs.

Custom Solutions

Custom Solutions

IssueNet provides organizations both the tools and framework that are structured enough to comply with the most rigorous security, compliance, and data management needs. IssueNet is also flexible enough to allow control over the data schemes and form design, resulting in the type of software that helps your organization stand out from the crowd.

Maybe your organization needs something special, unique, and not something you can find in an out of the box solution. This is where IssueNet stands apart from the competition; our object oriented structure, coupled with our web services and .NET API, allows us to provide customized functionality that other products couldn’t even consider.

Pre-Built Solutions

A number of our most commonly used features and functions have been pre-packaged to assist our customers in their implementation. We call these packages, solutions, and they are available free of charge as an out-of-the box option or starting point for your custom needs. Our solutions contain everything you need to get started such as workflows, issue types, escalation and automation rules, and notification templates.

Assist for Help Desk

Helpdesks are the engine for maintaining end user satisfaction and productivity. Assist encapsulates many best practices: automation and escalation rules to account for SLA’s, required response time, issue priority, and other related process requirements.

  • Help Desk
  • Product Support
  • Trouble Tickets
  • Ticketing
  • Issue Management
  • IT Service Desk
  • Customer Support
  • Service Requests
  • Service Level Agreements

Oversight for IT Service Desk Management

These ITIL approved processes include the most common escalation and automation rules to ensure changes are properly committed, approved, and communicated throughout the organization.

  • IT Change Management
  • Regulatory Compliance
  • IT Problem Management
  • IT Governance
  • HIPAA Compliance
  • Auditing
  • Incident Management
  • SOX Compliance
  • Release Management

Intercept for Bug & Defect Tracking

Our software bug and defect tracking configuration has templates for issue submission, tracking, feedback loops, engineering requests, and much more. Intercept addresses many of the common needs of software developers including:

  • Bug & Defect Tracking
  • Change Requests
  • QA
  • Issue Tracking
  • New Initiatives
  • Requirements Management
  • Process Management
  • Enhancement Requests

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Why choose IssueNet to manage your Help Desk?

IssueNet’s Help Desk Solution (Assist) provides organizations a holistic solution to easily coordinate, track, and report on help desk tickets and related activities. Organizations of all sizes and disciplines have used IssueNet to improve their help desk productivity and implement customer service initiatives.

IssueNet is ideal for organizations who need to streamline internal and external help desks, centralize multiple applications, or customize a unique solution to meet their demanding needs.


Technical Highlights

Email Integration

Email integration allows your technicians to work inside Microsoft Outlook to manage, update, and close issues.

Web Portal

End users can submit, research, or follow-up on issues of any kind through our intuitive web-based portal.

Knowledge Base

Quickly create and share Knowledge Base articles with other users via the IssueNet client and web-based portal.

Customize It!

Easily define and customize forms for all your issue types to minimize confusion and improve productivity.

Service Level Agreements

SLA arrangements can be used to kick off specific workflows, escalations, assignments, or approvals.

Trouble Tickets

Whether you call them tickets, problems, or incidents, your team can create, assign, work, close, and audit issues.


Assist Benefits

IssueNet can wear a lot of hats, providing all the necessary pieces to implement a complete issue tracking solution. This means providing the tools to improve business quality across your organization, including customer support, product development, marketing directives, and sales growth.

Software of Many Hats

Improve Sales - Sales teams need information to effectively manage their customer relationships. IssueNet provides access to real-time and historical data, including product development updates, customer issue status, asset data, and complete maintenance and service level agreements (SLAs).

IssueNet CRM - Provides users' information, such as contact information, related assets, volume of communication, and service level agreements. All access levels are easily defined and implemented at the administrator level.

Align Organization Strategy – Our workflow design tool allows different department stake holders to visually review their businesses processes for managing issues; aligning each department towards a common business goal.

Improve Product Quality - The product teams can use IssueNet data and tracking tools to determine the success of product launches, prepare marketing collateral, plan product launches, and address key issues in future releases.


Key Integrations

Help Desk Integrations

LDAP - allows IssueNet users to have up-to-date contact information.

Microsoft Outlook – users never have to leave Outlook to completely manage issues from submission to closure.

Open API – allows integration with third party or internally developed applications to improve the rich data available to your users.


Solutions that Augment Help Desk

IT Service Management (Oversight) - IT change management, problem management, incident management, and release management are all pre-built business processes that can be used out of the box or modified/extended to fit your specific needs.

Software Bug & Defect Tracking (Intercept) - Software bug & defect tracking and help desk solutions are often used in tandem to improve product quality. Intercept is a cooperative interaction of end user feedback and internal processes designed to review each software defect or enhancement request.

IssueNet IT ServiceDesk Banner

IT Service Desk

IssueNet Oversight provides a total solution for your IT service management requirements. IT change, problem, incident, and release management are all pre-built business processes that can be implemented out of the box; Oversight can also be modified or extended to fit your organization’s specific needs.

Learn how IssueNet Oversight can offer a solid, extensible ITSM solution for your organization.


Oversight Benefits

IssueNet is an extensible, flexible and cost-effective IT service management solution that helps you drive your organization’s success through excellent customer service. It also helps reduce resource drain by streamlining and automating operations via user defined rules.

Eliminate complexity - Automate and consolidate comprehensive, integrated service management processes, such as internal and external customer service, facilities management, and HR with a single tool.

Remain Flexible - IssueNet is extensible and customizable, yielding a solution tailored to meet your unique requirements.

Reduce costs - Consolidate your ticketing software and your ITSM application by using IssueNet.

Regulatory compliance - Customize IssueNet to comply with organizational and governmental policies (HIPPA, SOX, Sarbanes-Oxley).

Support growth - Scale your business with integrated IT asset lifecycle management.

Simplicity - No programming, deep technical knowledge, or extensive professional service engagements are required for implementation, administration, customization, and upgrades.


Technical Highlights

Email Integration

Email integration allows your technicians to work inside Microsoft Outlook to manage, update, and close issues.

Web Portal

End users can submit, research, or follow-up on issues of any kind through our intuitive web-based portal.

Knowledge Base

Quickly create and share Knowledge Base articles with other users via the IssueNet client and web-based portal.

Customize It!

Easily define and customize forms for all your issue types to minimize confusion and improve productivity.

ITIL Ready

IssueNet provides the framework to implement ITIL v2 & v3 business processes specifically to fit your needs.

IT Trouble Tickets

Whether you call them tickets, problems, or incidents, your team can create, assign, work, close, and audit issues.


Key Integrations

Help Desk Integrations

LDAP - allows IssueNet users to have up-to-date contact information.

Microsoft Outlook – users never have to leave Outlook to completely manage issues from submission to closure.

Open API – allows integration with third party or internally developed applications to improve the rich data available to your users.


ITIL Supported Functionality

IssueNet provides the framework to streamline your IT services, with full consideration of the ITIL best practices. IssueNet includes the workflows, notifications, and other necessary tools to implement and maintain the following business processes: Incident Management, Problem Management, Change Management, Release Management and Asset Management.

  • Incident Management - Restore normal services as soon as possible with workarounds or solutions to ensure your business is not affected.
  • Problem Management - Find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.
  • Change Management – Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle.
  • Release Management - Once changes have been approved and implemented, release management business processes allow users to track any incidents or problems related to the change and implement corrective actions.
  • Asset Management - Allow issues to be tracked relative to assets in your database, link to relevant files, and associate assets with specific users.

Solutions that Augment Help Desk

Help Desk Software (Assist) - Internal and external helpdesks are the engine for maintaining end user satisfaction and productivity. Assist encapsulates many best practices: automation and escalation rules to account for SLA’s, required response time, issue priority, and other related process requirements.

Software Bug & Defect Tracking (Intercept) - Intercept is a cooperative interaction of end user feedback and internal processes designed to review each software defect or enhancement request.

IssueNet BugTracking Banner

What is a software bug and defect tracking system?

Addressing bugs, defects, and other issues is a crucial element of the software development and quality assurance process. A software bug & defect tracking system allows software developers to monitor and address these issues quickly and effectively.

IssueNet’s Intercept solution is ready to integrate with your existing software, providing a feature-rich toolset for managing and tracking issues. Learn how IssueNet can solve your issue management needs, and lead to shorter software development times.


Intercept Benefits

The sooner issues are resolved, the lower your development cost and the higher your software quality will be. IssueNet’s feature set offers extensive flexibility for companies of all sizes. Create higher quality software in less time with IssueNet.

If you are already using an issue management system but have reached the limit of its capabilities, IssueNet can help. IssueNet is completely customizable to suit your organization’s needs.

Improve Communication - by providing a central location for storing and updating issues, accessible via user groups created by the administrator.

Guarantee Accountability - by implementing user-defined rules for routing, assignments, and escalations. These rules can be configured by the administrator or implemented right out-of-the-box.

Release Software - through our web portal to a list of users you specify. This could be based upon SLA or maintenance contracts, user attributes, product version, etc.

Improve End User Experience - The open path of communication created within IssueNet cultivates richer communication and a sense of team, critical for maintaining an effective working relationship with the end users.

Simplicity - No programming, deep technical knowledge, or extensive professional service engagements are required for implementation, administration, customization, and upgrades.


Technical Highlights

Email Integration

Email integration allows your technicians to work inside Microsoft Outlook to manage, update, and close issues.

Web Portal

End users can submit, research, or follow-up on issues of any kind through our intuitive web-based portal.

Software Distribution

Use our web portal to easily distribute and control access to specific software builds via defined user privileges.

Customize It!

Easily define and customize forms for all your issue types to minimize confusion and improve productivity.

Custom Workflows

Our workflow designer coupled with automation rules provides unlimited customization to fit any business process.

Trouble Tickets

Whether you call them tickets, problems, or incidents, your team can create, assign, work, close, and audit issues.


Key Integrations

Help Desk Integrations

Top SCM Tools - Associate tickets, enhancements, or other issues directly with your source control management system.

Microsoft Outlook – Users never have to leave Outlook to completely manage issues from submission to closure.

Microsoft Project – IssueNet can be integrated directly into Microsoft Project to allow for more strategic planning and closed loop development.


Solutions that Augment Help Desk

IT Service Management (Oversight) - IT change management, problem management, incident management, and release management are all pre-built business processes that can be used out of the box or modified/extended to fit your specific needs.

Help Desk Software (Assist) - Internal and external helpdesks are the engine for maintaining end user satisfaction and productivity. Assist encapsulates many best practices: automation and escalation rules to account for SLA’s, required response time, issue priority, and other related process requirements.

IssueNet Industries


  • Municipalaties
  • Universities
  • Manufacturing

Municipality Issue Management

Large organizations are often compared to cities due to their size, diversity, complex organizational structure, and the breadth of potential problems that can occur. So, if businesses are like cities, why are many software tools designed for companies and not for cities? IssueNet is the answer to that problem; municipalities no longer have to modify their processes to fit the predefined mold of their software solutions.

Municipalities are under the constant pressure to save money and better utilize existing resources. Every time a citizen has to drive to a particular department to lodge a complaint or list an issue, he or she either: A) never follows through with the complaint, allowing potentially unsafe conditions to exist and worsen, or B) ends up frustrated, confrontational, and unhappy. Additionally, that citizen is taking up the time of one of your employees. Consider the fact that each city complaint made in person costs $25. If the same complaint is filed online and then automatically routed to the correct team, it costs you less than $3. And if you can automate the process, reduce redundant work, and operate the hundreds of departments more efficiently, the savings can be huge.

IssueNet is a fully customized issue tracking solution that is currently being used by several government organizations from the city, to the state, and to the federal level. Our object-oriented architecture makes IssueNet an ideal solution for municipalities that would like to centralize all of their issue tracking, helpdesk, complaints, and processes into one central and affordable solution.

IssueNet facilitates communication between departments, eliminates redundant processes, and provides a simple path of communication with your citizens, employees, and other software applications.


Is IssueNet Right For You?

IssueNet provides the framework to streamline your IT services, with full consideration of the ITIL best practices. IssueNet includes the workflows, notifications, and other tools necessary to implement and maintain the following business processes: Incident Management, Problem Management, Change Management, Release Management and Asset Management. IssueNet can be a perfect fit for your municipality if:

  • Your current in-house solution is out dated and needs an overhaul.
  • You are using multiple issue tracking solutions in each department.
  • You constantly have to tweak your process around your software, since it is not flexible enough to do exactly what you need.
  • You need something more affordable.

Potential applications for municipalities

Municipalities require software just as expandable and adaptable as they are. New problems can appear at any given minute, and the manner and speed of the resolution can greatly impact the budget. IssueNet can prove to be a valuable tool for a municipality, handling issues and services such as:

  • Facilities maintenance
  • New project issue tracking
  • Environmental services (air quality, hazard mitigation processes, pest management
  • Traffic issues (broken lights, missing signs, etc.)
  • Trash collection, recycling, or leaf collection problems
  • Streets (potholes, sidewalks, sweeping, roadkill)
  • Public landscape (fallen trees, overgrowth, etc.)
  • Utilities (down lines, water quality, sewer, etc)
  • Food safety and inspections
  • General complaints (graffiti, rodents, vandalism)
  • Issues with obtaining permits or inspections
  • Submission of public service requests or potential issues to the law enforcement or appropriate organization
  • IT and Software development issues

Applications

IssueNet can be used for any and all of your issue tracking needs. For most municipalities the list above is only an excerpt of the departments that could take advantage of online issue tracking and automated workflows. These options only represent a small portion of the overall scalability of the system; the software architecture provides us unlimited extensibility to grow and shape our product to your specific needs. Other major areas where IssueNet has been utilized by municipalities and businesses of all sizes:

IT - Change, incident, problem, and release management are just a few of the functions that IssueNet can play within your IT department. It can also be used to track assets and work with facilities in the decommissioning of assets.

Asset Management - Track issues with assets and apply specific processes to alert key personnel. Processes, notifications, and forms can be created for each specific asset, assembly line, or cell through the IssueNet architecture. This functionality could be used to alert city employees of individual problems or global issues that might be of interest to other departments.

Software Development - Does your computer science or internal software development team need a solution that can track software bugs and enhancement requests? Do they need something that can integrate with the top source control management (SCM) tools on the market? Not only does IssueNet provide all of this, it can also help manage software distributions and licensing via our web portal.

Help Desk - Wherever users are reporting issues with traffic, signs, landscape, graffiti, or safety hazards, IssueNet provides a central web portal for all their issue submission and follow-up. Each issue type can have its own automated processes and escalation path based upon the administrator defined variables.


IssueNet Benefits

Central Web Portal - A single webpage that can be integrated into your website that allows employees and citizens a single location for submitting issues to any of your departments quickly and efficiently.

Knowledge Base - IssueNet provides a simple online solution for your citizens, employees, and other potentially involved groups to submit and access knowledge base articles from the web or the IssueNet client. This can save tens or hundreds of thousands of dollars in resource time annually.

Customized Customer Support - Each group or department will have specific needs, creating multiple layers of complexity and work for administrators. But with IssueNet’s object oriented structure, administrators can quickly create, maintain, and update forms and business processes from a central location and roll them out to each team as necessary. Updates and changes are a breeze through our class structure.

Reduced Training - Because IssueNet can be customized to work with each of your different departments, there is a reduction in the amount of time administrators need to spend arranging training classes, developing documentation, or supporting multiple applications.

Track Work Across Departments - When you have multiple software applications used by IT, facilities, software development, and your help desk, it becomes difficult to track an issue’s transition from one department to the next. IssueNet provides a central location with one database to manage all of your issues and task assignments with complete reporting and analytics packages available.

Pricing and Packages - Contact our sales department today to see what options and packages we have available. We promise that we will do whatever possible to provide you with the best pricing, support, and software quality possible.

If you are using an expensive enterprise solution and the yearly maintenance and support costs are outrageous, let our sales department know. They can work with you on a trade-in program to lower your annual costs.

Universities and Educational Organizations

Universities, school districts, private schools, vocational institutions, and franchised educational facilities all have issues they need to deal with in a timely and efficient manner. That is where IssueNet can help. Our issue tracking software is perfect for organizations that have a broad spectrum of issue tracking needs and require a centralized tool to help manage the processes from submission through closure.


Is IssueNet Right For You?

IssueNet may be a good fit for your educational organization if:

  • Your current in-house solution works but is outdated and needs an overhaul.
  • You are using multiple issue tracking solutions in each department.
  • You constantly have to tweak your process around your software, since it is not flexible enough to do exactly what you need.
  • You need something more affordable.

Applications

IssueNet can be used for any and all of your issue tracking needs. For a traditional university or educational facility, we have outlined a few of the use models incorporated by other educational facilities. These institutions only represent a small portion of the overall scalability of the system; the software architecture provides us unlimited extensibility to grow and shape our product to your specific needs.

IT - Change, incident, problem, and release management are just a few of the functions that IssueNet can perform within your IT department. IssueNet can also be used to track assets and work with facilities in their decommissioning.

Software Development - Does your computer science or internal software development team need a solution that can track software bugs and enhancement requests? Do they need something that can integrate with the top source control management (SCM) tools on the market? Not only does IssueNet provide all of this, it can also help manage software distributions and licensing via its web portal.

Help Desk - Internal and external helpdesks are the engine inside most organizations, they catch and distribute all the problems and requests to the correct departments, groups, and personnel. IssueNet provides a web portal for issue submission and follow-up, automated processes, and escalation paths based upon user defined variables.


Benefits

Central Web Portal - A single webpage can be integrated into your website, providing employees and students a single location for submitting issues to any of your departments, quickly and efficiently.

Knowledge Base - IssueNet provides a simple online solution for your students, faculty, staff, and other potentially involved groups to submit and access knowledge base articles from the web or the IssueNet client.

Customized Customer Support - Each group or department will have specific needs, creating multiple layers of complexity and work for the administrators. With IssueNet’s object-oriented structure, administrators can quickly create, maintain, and update forms and business processes from a central location and roll them out to each team as necessary.

Reduced Training - Because IssueNet can be customized to work with each of your different departments, the amount of time administrators need to spend arranging training classes, developing documentation, or supporting multiple applications is reduced.

Track Work Across Departments - When you have multiple software applications used by IT, facilities, software development, and your help desk, it becomes difficult to track when an issue is transitioned from one department to the next and resolved. IssueNet provides a central location with one database to manage all of your issues and task assignments with complete reporting and analytics packages available. This unity across departments is invaluable during times of crisis, making emergency management easier and more efficient.


Pricing

Contact our sales department today to see what options and packages we have available. We promise that we will do whatever possible to provide you with the best pricing, support, and software quality.

If you are using an enterprise solution with exorbitant yearly maintenance and support costs, let our sales department know. They can work with you on a trade-in program to lower your annual costs.

Manufacturing

Manufacturing is one of the toughest industries in the world to compete in. You are constantly required to cut costs, improve quality, adhere to external compliances and regulatory requirements, and provide outstanding customer support. Regardless of the industry or the products that you manufacture, being at the top of your game is critical.

That is why it is so important to have the best tools available to manage knowledge-sharing, to manage reported issues, and to resolve problems quickly.


Is IssueNet Right For You?

IssueNet may be a match for your organization if:

  • Your current in-house solution is out dated and needs an overhaul.
  • You are using multiple issue tracking solutions in each department.
  • You constantly have to tweak your process around your software (perhaps an ERP system), since it is not flexible enough to do exactly what you need.
  • You need something more affordable.

Features

Issue Tracking - Track reported bugs, defects, business issues, change requests, etc.

Workflow - Enable automatic routing and notifications to resolve issues quickly.

Process Enforcement - Manage and enforce your company's process of resolving issues.

Status Reporting - Send up-to-the-minute project information and status reporting to team members everywhere, fostering collaboration.

Communication - Capture discussions and share knowledge with your team.

Accountability - Maintain a history and audit trail.


Applications

IssueNet can be used for any and all of your issue tracking needs. Below are a few of the use models incorporated by our manufacturing customers. But these only represent a small portion of the overall scalability of the system; the software architecture provides us unlimited extensibility to grow and shape our product to your specific needs.

Facilities - Track, assign, and monitor all your facilities issues in one central tool. IssueNet allows engineering, logistics, and personnel on the floor to quickly communicate and engage each other efficiently and effectively. The IssueNet web portal can be used by anyone anywhere to submit an issue and IssueNet will route it to the correct group for approvals and closure.

IT - Change, incident, problem, and release management are just a few of the functions that IssueNet can perform within your IT department. IssueNet can also be used to track assets and work with facilities in the decommissioning of assets.

Asset Management - The issue managing tools present in classic ERP systems and programs do not provide the level of flexibility and extensibility offered by IssueNet. Track issues with assets and apply specific processes to alert key personnel. Processes, notifications, and forms can be created for each specific asset, assembly line, or IssueNet architectural work cell. This functionality can be used to alert vendors, monitor progress, and generate downtime reports for management.

Software Development - Does your computer science or internal software development team need a solution that can track software bugs and enhancement requests? Do they need something that can integrate with the top source control management (SCM) tools on the market? Not only does IssueNet provide all of this, it can also help manage software distributions and licensing via our web portal.

Help Desk - Internal and external helpdesks are the engine inside most organizations; they catch and distribute all the problems and requests to the correct departments, groups, and personnel. IssueNet provides a web portal for issue submission and follow-up, automated processes, and escalation paths based upon user-defined variables.


IssueNet Benefits

Central Web Portal - A single webpage can be integrated into your website, allowing personnel to submit issues to any of your departments quickly and efficiently.

Knowledge Base - Internal and external helpdesks are the engine inside most organizations; they catch and distribute all the problems and requests to the correct departments, groups, and personnel. IssueNet provides a web portal for issue submission and follow-up, automated processes, and escalation paths based upon user-defined variables.

Customized Customer Support - Each group or department will have specific needs, but for administrators that creates multiple layers of complexity and work. But with IssueNet’s object-oriented structure administrators can quickly create, maintain, and update forms and business processes from a central location and roll them out to each team as necessary.

Reduced Training - Because IssueNet can be customized to work with each of your different departments it reduces the amount of time administrators need to spend arranging training classes, developing documentation, or supporting multiple applications.

Track Work Across Departments - When you have multiple software applications used by IT, facilities, software development, and your help desk it becomes difficult to track when an issue is transitioned from one department to the next and resolved. IssueNet provides a central location with one database to manage all of your issues and task assignments with complete reporting and analytics packages available.


Pricing and Packages

Contact our sales department today to see what options and packages we have available. We promise that we will do whatever possible to provide you with the best pricing, support, and software for your organization.

If you are using an enterprise solution with exorbitant yearly maintenance and support costs, let our sales department know and they can work with you on a trade in program to lower your annual costs.

IssueNet Features


IssueNet provides a robust and comprehensive portfolio of product features. These features help provide a custom end user experience with the most extensive administrative control and flexibility of any issue management solution. IssueNet provides comprehensive workflow diagrams, rich client and browser based interface, integration with industry tools, and total customization of the end user experience.

Unlimited Customization

Users can define an unlimited number of object properties, item types, and relationships. This allows administrators to setup specific fields, lists, rules, tasks, forms, and issues designed specifically to organizational needs. Any issue you need to track can be done to your exact specifications.


Web Services

IssueNet’s web service architecture allows access to both a rich client and browser based interface over the internet, via ClickOnce Technology. It permits administrators to deploy and update the software from a single location, providing the efficiency of a rich client with the accessibility and ease of deployment associated with a browser based application.


Complete email integration

IssueNet has an extensive integration with email clients, including Microsoft Outlook. This integration allows users to associate email conversations with an existing issue. In addition users can submit, create, and close issues or associated tasks directly from their email client.


Task Management

Tasks are automatically created and assigned during the workflow execution. Upon creation the tasks are assigned to specific departments or individuals. This allows managers or groups to determine their overall workload, response time, and other important statistical information.


Comprehensive Workflow Designer

Model and organize business processes into distinct workflows and tasks. The workflow designer allows users to drag and drop elements onto the canvas, developing diagrams for visualization of the overall process. Unlike other systems, IssueNet allows an unlimited number of process specific workflows which can be selectively executed based upon identified rules.


Simultaneous and Nested Workflows

Scalability is crucial. As such, IssueNet allows for multiple and nested workflows associated with any issue type. This allows for quick expansion, tandem work, and more efficient business processes.


End User Web Portal

End users can submit, follow-up on, or research issues through this intuitive and completely customizable web based portal. The portal can be integrated into you company website and provide access to other information such as knowledge base articles.


Process Automation and Escalations

Actions can be associated with workflows to automate the creation of tasks, notifications, and various issue updates. These actions can also be used to trigger escalations based on a combination of items including but not limited to: SLA agreements, elapsed time, halted progress, a due date, and status updates.


Knowledge Base

SimpleKnowledge Capture interface allows team to quickly create a formatted and categorized Knowledge Base article and make this available to other users via IssueNet client and web portal.


Simple Business Rule Setup

User definable conditions can be assigned to any stage of the workflow process to allow or deny workflow transition based upon predetermined business goals. This is a great way to make sure that proper approvals were provided, or work was completed, before transitioning an issue to the next stage.


Organization

Develop and organize projects, issues, and tasks into hierarchical folder structures for issue submission, tracking, and reporting.


Highly Scalable and Configurable

Create unique and secure environments for each group, department, or business unit of an organization. The object oriented structure allows administrators to leverage existing rules, workflows, and forms in other departments or business processes.


Notifications

Custom notifications can be used to update or engage parties of any event. For example events could be a change of ownership, status updates, or changes to priority. Notifications can be structured in plain text or HTML and are delivered via the Microsoft Message and Queuing Service.


Extensive Reporting

IssueNet Insight provides configurable dashboards that present real-time and historical data in the form of charts, gauges, and various report formats. Each dashboard can be configured to the user’s needs via drag and drop design and scripting. The dashboards can be exported into most common formats including .doc, .pdf, and .xls.


No Database Expertise Required

Key components of any software are form and functionality. IssueNet allows organizations to define new item types, properties, and relationships from our interface with no database manipulation required. All items are stored as objects in the backend database for reporting, queries, searches, and integration with other products or databases.


Property Inheriting

The object oriented design allows for items to be reused and redefined across similar types. This greatly improves the scalability and maintenance required as business processes expand and grow over time.


Form Designer

All forms are created to your exact specifications via an intuitive drag and drop interface. Forms provide a variety of controls including text, date, integers, floats, masked edits, money, and Boolean to name a few. In addition, forms are created and displayed based upon user permissions and defined business rules. The software ships with predefined templates to speed up the deployment and creation process.


Scripting

Scripts developed with Visual Basic .NET can be used to apply advanced logic to a form or workflow.


Auditing Tools

Complete audit trails are recorded and displayed for every item type tracked in the system. The detail of auditing can be configured to meet the most demanding of organizational needs. Our auditing tools support 21 CRF Part 11 compliance for electronic signature support and interact directly with the conditions and business rules defined within IssueNet.


Search and Query Builders

Our natural language interface was modeled after the Outlook Rules Wizard, allowing for simple and complex querying or searches with no SQL background required. Both queries and searches can be saved as templates and shared with other IssueNet users to facilitate efficiency and communication.


Personalized Workspace

Each user can create a personalized view within IssueNet though our restore workspace settings.


Productivity Tools

IssueNet provides a host of tools to improve the end user experience such as spell check, screen capture, Windows authentication, bulk field updates, and auto routing of issues to appropriate team members.


Security

Security is always important with any issue tracking solution. That is why IssueNet provides full group and individual based security permissions for all of our items. Access permissions can be defined on the folder or project level, Windows Authentication can be utilized, and we support electronic signatures.

IssueNet Integrations


  • Microsoft Outlook
  • Microsoft Project
  • Microsoft Visual Studio
  • Source Control Tools
  • MSBuild

Microsoft Outlook

Providing immediate access to the IssueNet issue management system from within Microsoft® Outlook®, IssueNet enables the ability to create or link issues directly from email items.

Integration Benefits

Ease of Use - Create, review, and update issues without leaving MS Outlook.

Create Issues from Email - The number one way issues come to light is via email. With tight integration within MS Outlook, issues can be captured and updated quickly and effectively.

User Acceptance - Rolling out a new software system always faces a user acceptance hurdle. IssueNet's integration within the familiar MS Outlook environment improves user acceptance and increases uptake.

Compatibility - Integration supported for both Microsoft Outlook 2003 and Microsoft Outlook 2007.

No Additional License Required - All Workspace integrations (Visual Studio, MS Outlook, MS Build, and MS Project) are included with named and concurrent user licenses.

MS Project

IssueNet provides a two way data link between Microsoft® Project® and the IssueNet issue management system. This integration links strategic project planning and tactical issue and work item management.

Integration Benefits

Put Planning into Action - Quickly transition a complicated project plan into actionable IssueNet tasks for team members.

Synchronization - Update the MS Project plan with real-time work estimates, task completion, and scheduling data from IssueNet without having to follow-up directly with team members.

Visibility - Integration between the issue management system and MS Project allows project managers to dynamically adjust schedules based on real-time issue and task management data.

Compatibility - Integration supported for both Microsoft Project 2003 and Microsoft Project 2007.

No Additional License Required - All Workspace integrations (Visual Studio, MS Outlook, MS Build, and MS Project) are included with named and concurrent user licenses.

Microsoft Visual Studio

Provides seamless access to the IssueNet issue management system from within the Visual Studio® development environment. With this integration, a developer never has to leave the Visual Studio interface to access, update, and resolve tasks. IssueNet views can be launched from the Tools menu and docked into the Visual Studio interface.

Integration Benefits

Increased Productivity - Issue tracking and resolution are firmly integrated into the development toolset with no losses in efficiency due to switching programs.

Increased Developer Acceptance - The seamless experience promotes acceptance from developers and reduces ramp up time.

Source Control Synergy - Attach source control artifacts directly to work items without leaving the development environment.

No Additional License Required - All Workspace integrations (Visual Studio, MS Outlook, and MS Project) are included with named and concurrent user licenses.

Source Control Applications

IssueNet provides a data link between the source control system and itself. This link allows data sharing, and it provides a streamlined method for source control commits to generate and transition work items.

Supported Source Control Applications

  • AccuRev
  • Perforce
  • Subversion
  • Team Foundation Server
  • Vault
  • Visual SourceSafe

Integration Benefits

Synchronization - Tight linkage between the source control system and the issue tracker ensures that status is always up to date.

Efficiency - Workflows are advanced automatically on commits, keeping your development process moving.

Compatibility - Integrations are available for all the most popular source control systems.

No Additional License Required - All source control integrations are included with named and concurrent user licenses.

MS Build

Elsinore MSBuild is a set of MSBuild tasks integrated with the IssueNet platform. The Elsinore MSBuild tasks can be used to automate the creation and transition of issues and tasks in the IssueNet database; the database can be manipulated using the MSBuild command line utility embedded with the Microsoft .NET Framework.

Integration Benefits

Streamline Automated Testing - Issues and defects can be created as a result of automated testing.

Automatically Transition Tasks - Tasks can be transitioned from development to quality assurance as a result of an automated build process.

Visibility - Update issue or task information based on automated analysis.

No Additional License Required - All Workspace integrations (Visual Studio, MS Outlook, MS Build, and MS Project) are included with named and concurrent user licenses

What is MSBuild

MSBuild is a utility embedded with the .NET Framework that is used to compile and build applications from the command line. MSBuild supports performing command line builds using Visual Studio project files. If desired, you can also create custom MSBuild control files such as those included in the Elsinore MSBuild assembly.

For general information on MSBuild see the MSDN documentation.

IssueNet Screenshots


User Interface


IssueNet Issue Management Software GUI

Issue Explorer

IssueNet Issue Tracking Software GUI

Issues & Tasks

IssueNet Task Management Interface

Task Explorer

IssueNet Issue Management Interface

Linked Issues

IssueNet Contact Management Interface

Linked Contacts

Issue Tracking Dashboard

Dashboard


Modules


IssueNet Self Service Portal

Relay

IssueNet Analytics GUI

Insight

IssueNet Issue Management Software GUI

Manager

IssueNet Microsoft Outlook Integration

Outlook

IssueNet Administrator GUI

Administrator

IssueNet Architect GUI

Architect

IssueNet ClickOnce Interface

ClickOnce


Design Tools


IssueNet Query Builder

Query Builder

IssueNet Report Designer

Report Designer

IssueNet Condition Editor

Condition Editor

IssueNet Notification Editor

Notification Editor

IssueNet Class Editor

Class Editor

IssueNet Forms Editor

Forms Editor

IssueNet Actions Creation

Actions Editor


Tools


IssueNet Scripting Interface

Scripting

IssueNet Issue Management Workflow Designer

Workflow Designer

IssueNet Directory Services

Directory Services

IssueNet Permissions Setup

Permissions

IssueNet Issue History

Audit Trail


IssueNet Technology


  • Learn More
  • Architecture
  • Extensibility
  • On Premise Software
  • Applications

Is IssueNet a perfect fit for your needs?

IssueNet is an enterprise solution that provides users the capability to customize their issue management framework. We often get questions from customers or consulting companies asking how to determine if IssueNet is the right product for them. Here are a few key points to help you make that decision.

  • Have you been looking at other solutions, but just can’t find one that fits your needs?
  • Are your current support contracts and licensing fees way too high?
  • Are you running into walls with your current solution?
  • Do you need something that is more flexible to support your different team needs?
  • Does your organization have some unique process requirements you need to integrate?
  • Do you need to combine multiple issue management tools into one application?
  • Are you having trouble supporting or extending an in-house solution?

Definitions

Here are a few terms we use when talking about IssueNet.

Issue Management - An ideology developed to foster the creation, assignment, communication, and closure of issues.

Issues - A generic term used to represent something that needs to be addressed or resolved (Ticket, Defect, Problem, Incident, Finding, Requirement, Request).

Issue Management Framework - This is a software application that assists organizations with their issue management plan, e.g. IssueNet.

Object Oriented Structure - Based upon the principals of object oriented programming, we organize the data and your business processes into modular pieces that easily support scalable growth and frequent changes.

Class - Is a blueprint of the different pieces of your business process. Each class defines the features and behavior of the object. Examples of a class would be a contact, an issue, workflows, groups, folders, projects, or products. The key differences between IssueNet and other vendors are we have no limitation on the number of classes you can have and our software allows you to define separate rules, forms, workflows, and much more for each class.

IssueNet Architecture

IssueNet Container

All organizations are unique each having their own priorities, processes, needs, and goals. IssueNet accommodates your uniqueness with extensible object oriented architecture. This means we break each part of your process into easy to manage modules that can be reused, modified, or extended with controlled risk of breaking other processes or skipping critical business steps. Most issue management framework systems restrict the amount of customization you are allowed, but with IssueNet you truly can be as specific and flexible as your business processes dictates.

Benefits of our extensible framework

  • Combine multiple applications into one container
  • Easily scales to support organizational changes
  • A tool that can be used by all departments
  • Create as many classes as required

Object Oriented Structure

Being object oriented allows IssueNet to establish the functions and processes for each process module or class. Each class can be thought of as blueprint or cohesive package that maintains the local properties, fields, behaviors, security settings, features, and other necessary administration methods to keep the organizational engine running.

Object Oriented Structure

You can define as many different classes and subclasses as necessary to optimize your business processes. We have seen organizations create classes for tracking all sorts of data that is impossible with other tools.

  • Issues
  • Locations
  • Projects
  • Documents
  • Employees
  • Conditions
  • Forms
  • Customers
  • Actions
  • Groups
  • Reports
  • Workflows

Extending Classes

Most people already think of their processes and information in an object oriented manner. Take the way organizations manage contact information. We know that all of our contacts have similar information we need to track; such as name, phone number, and location. But for employees maybe we need to track social security numbers and for customers we need to track their company name.

Administrators in IssueNet would define the parent class, Contacts, with the base format required for any contact type. Once defined, the parent class can be extended to unlimited variations called sub-classes such as Customer and Employee, each with the necessary local changes. Now each of these classes can have their own unique form, workflow, security options, group associations, or other related properties or attributes that we require.

Extended Classes

Utilizing the same template we were assured of minimal risk to inaccurate data collection. The guiding rules were already in place, and it took only a matter of seconds to create the sub-classes Employee and Customer. The same process could be followed to create additional extensions for contractors, vendors, competitors, or any other group that associates well to the attributes and behavior of the parent class Contact.

Benefits of Extending Classes

  • Child class inherits properties from parent
  • Full control over all properties and design
  • No wizard that constrains your freedom
  • Each class can have its own specific form for entering data
  • Quickly validate the administration as your business grows or the product scales to other business units
  • Implement changes to all extended classes by making a change at the parent class

Software Deployment

Your issue management system is often the central location of your interfaces with customers. It can be a repository of product enhancement requests and defects, a monitoring tool for manufacturing, a coordination application for different departments, an internal auditing tool, or a central part to your corporate compliance with government mandated Sarbanes Oxley (SOX), HIPAA, and others.

It is important to make sure that that information is protected and secure from online attacks, viruses, and internal misuse. Very few events can be as difficult to recover from as the loss of data, especially data that your team utilizes on a day to day basis to do their jobs and keep customers satisfied.

On Premise Software

IssueNet is an on premise application that can be deployed and customized by an IT department in conjunction with business teams to maximize security, control access to information, and ensure that business processes are optimized and compliances are enforced.

Thanks to Microsoft ClickOnce, IssueNet can run as a standard desktop application, managed on a client by client basis. It can also be managed as a network application that users access via a website. Either way, the data is securely protected behind your company firewall and security protocols, not that of a third party supplier and their hosting company (wherever that might be).

IssueNet Applications

  • Video game manufacturer who created classes for each game, version, and station.
  • Drilling companies who wanted to monitor site performance, blowouts, geology, equipment failures, and injuries.
  • Online Ecommerce who wanted to track problems with their hosting provider and ISP as well as monitor their internal software development, and internal/external helpdesk with one product.
  • Franchise management companies who need to track construction, personnel, inventory, or logistics problems at their new locations.
  • Financial institutions that had compliance and regulatory requirements to track issues with investments and loans and needed a way to combine this information with their external help desk for customers.
  • Multi-national organization who needed to monitor datacenter issues across more than a dozen facilities in six different countries.
  • Electronics manufacturer who created classes for each of their sites, assembly lines, and equipment vendors.

IssueNet Resources


Datasheets


IssueNet Technical Datasheet

Detailed specifications on the design, architecture, and hardware requirements of the IssueNet system.

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IssueNet Support Datasheet

Describes the standard support and maintenance program, including service level objectives, support incident severity definitions, and holiday.

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IssueNet Intercept Datasheet

Intercept is our bug and defect tracking solution. It provides custom workflows, forms, noticication templates, and rules customized for software development.

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IssueNet Assist Datasheet

Helping help desks help their customers! There are many help desk solutions on the market, but none match the extensibility of Assist. This solution goes the extra mile to ensure end user success.

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IssueNet Oversight Datasheet

Change, Incident, Problem, and Release Management are key to IT success. Oversight is a custom IssueNet solution designed to assist in the implementation of IT Service Management.

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Case Studies


Visibility Case Study

See how Chicago-based Visibility implemented Visual Intercept to provide a top of the line litigation management solution.

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AnnuityNet Case Study

How can a company with over 30 developers track up to 800 status changes daily? Using Visual Intercept, developers at AnnuityNet built an efficient and reliable solution.

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Allscripts Case Study

Allscripts Healthcare Solutions is the leading provider of point-of-care decision support solutions for physicians. The company’s cure for solving their process issues was Visual Intercept.

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Miscellaneous


IssueNet Product Brochure

IssueNet product overview with highlights on features, benefits, and solutions.

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Implementing an Issue Management System

Implementing a comprehensive issue management solution requires proper planning, expectations, and goals.

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IssueNet Evaluation Guide

The evaluation resources guide highlights the variety of programs available for evaluating the IssueNet product. Details are provided on demos, pilot programs, and case studies.

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Customer List

The customer list provides an overview of the diverse IssueNet customer base of more than 3500 customers worldwide.

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