Issues – the main items tracked through IssueTrak. (However, your site may refer to these items using another term, such as Tickets or Incidents.) Each issue generally includes:

■  Subject – a short statement or title describing the issue. (However, your site may refer to this content using another term.)

■  Description – a full description and/or additional information about the issue.

■  Issue Type – a descriptive category the issue fits into, such as Product Support, Customer Relations, Shipping, IT, Operations, Administration, etc. (However, your site may refer to this content using another term.)

■  Subtypes – detailed sub-categories that sort the issue within its issue type.

■  Notes – other additional information and/or comments related to the issue.

■  Attachments – supporting documents stored in electronic format.

Workflows – additional activities involved in the addressing of issues.

■  Next Action – delegation of the next general activity within an issue to a user or group that may or may not be the issue assignee.

■  Tasks – specific activities that need to be completed and/or require approval within an issue before it can be closed.

Issue Roles – how different users are related to an issue, such as:

■  Submitter – the user who submitted the issue.

■  Enterer – the user who entered the issue into the system.

■  Assignee – the user responsible for addressing the issue.

■  Next Action – the user responsible for the next action on the issue.

■  Task Assignee – the user responsible for a task on the issue.

Quick Picks – common issues that can be selected from a drop-down list on the Submit Issue screen which populate basic information required to address the issue. This can include the Subject, Description, Issue Type/Subtype(s), Attachment(s), Assignee, Priority, Tasks, etc.

Knowledge Base – a virtual library of information which may include answers to frequently asked questions, standard procedures, known resolutions to issues, etc.