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List of Knowledge Base articles

Adding simple web forms to capture issues as an alternative to email

Design sub-tab

Knowledge base sub-tab

General sub-tab in support ceenter

Transfer support issues from customers to development/technology teams

Unified Support center

How do I organize my Service Desk (Help desk) in @productName?

What issue/ticket fields are recommended for Help Desk purposes?

General search function

Which issue fields are shown for support users in the Issues page

Use your own issue tabs in the support center

How can I start using the Support Center?

Getting started with Email ticket system

Add email templates to the "send email"-menu

Variables that can be used in email reply templates

Parsing values from email subject and content

Customer satisfaction survey

Forward from Issue history

Merging incoming email with an existing issue

Domain mappings in the Email ticket system

Multiple ticket systems in the same project

Ticket id and email ticket systems in different projects

CC-addresses are stored on the issue - you can reply to all

Email batch reply - sending same mail to several issues/customers

Mass email

What are Processing Rules in the Ticket System?

Email reply/Send email

How to use a Knowledge base

Anatomy of an article

How do I create an internal link to a KB Category?

Editing a KB article

How can I create an internal link from one KB article to another?

Uploading images while editing a KB article

Any recommendations about image size in articles?

How can I link to local files from a KB article or issue?

How do I make the KB indexable by Google or other search engines?

How do I add a KB link in the General section in top left?

Storing large inline images in KB articles result in errors, how do I solve this?

How do I subscribe to articles / categories in the Knowledge Base?

How to edit an article lacking title

How do I include videos in the KB?

How can I add images to a knowledge base article?

Who has access to the Knowledge Base?

Where can I add/edit categories and add/edit articles?

How do I move categories and articles?

How do I set permissions on categories and articles in the knowledge base?

How can I make a Forum visible in the Support Center?

Can a Support center User post Forum messages?

How can I make a folder visible in the Support Center?

How can I make a document visible in the Support Center?

How can I link to a document?

How much does @productName cost?

Do you charge for support center users?

Can I buy an installed version of @productName and deploy it on my own server?

What are the benefits with the hosted version compared to the installed one?

If we were to purchase the hosted version could we then migrate our data to an installed version later on?

Enterprise version

SAAS/Hosted and installed/on-premise version differences

How does a normal start-up procedure look?

I just inactivated some users - will that affect the coming invoice?

Recommended settings for best user experience with @productName

What is @productName?

Getting Started with @productName

How do we prioritize feature requests from users/customers?

Video demonstration of the system

Required key roles needed in your organisation

What are the system requirements for a computer running the system?

I have a question not answered here, where can I find the help I need?

What IP addresses can I use to configure our spam filter to accept emails from your email server?

Where can I find the log files for @productName?

Localising @productName

The Forum page

Dashboard Portlets

Terminology in the knowledge base

How do I create a new portlet?

How come I can't see the Account settings section anymore?

I get an error message when click logon: "Error: No matching user found! Try again!", what does this mean?

How can I make sure one of our employees is notified by e-mail for issues/tasks?

How do I include/show specific fields on issues that aren't visible by default?

How do I enter a planned end date for a task or issue?

How do I see a list of overdue tasks?

How can I add a multi-document attachment field to a simple form that looks better?

Can I make changes in the database?

Can I change to a non-secure server?

What are the system requirements for the installed version of @productName?

Update Lucene index

How can I increase the memory settings for @productName

How do I install and configure a proxy server with @productName?

Can I use another security/authentication mechanism than used by default?

What hashing algrithm is used by default in @productName

Can I run multiple @productName instances in the same Tomcat server?

How do I copy @productName from one server to another?

How can we do a backup of the data in our installation?

Maintenance work

Auto login from external portal

Can I make changes in the software?

What is the corporate branding module?

How do I redirect our domain/URL to @productName?

The Branding page

I get security warnings in Internet Explorer after I uploaded a changed css-file, why?

How do I move the latest changes to the main stylesheet (css) file for @productName into my own css file for my corporate branding?

Upgrade from @productName 2.3 to @productName 2.4

Upgrade from @productName 3.0 to @productName 3.1

Upgrade from version 3.1 to version 3.1.1

Upgrade from @productName 2.4 to @productName 2.4.1

Upgrade from @productName 2.4 to @productName 2.4.2

Upgrade from @productName 2.4.1 to @productName 2.4.2

Upgrade from @productName 2.4.2 to @productName 3.0

Upgrade from @productName 4.1 to @productName 5.0

Upgrade from @productName 5.0 to @productName 5.0.1

Upgrade from @productName 5.0.1 to @productName 5.0.2

Upgrade from @productName 5.0.2 to @productName 5.1

Install @productName 4.1_patch2

Install @productName 4.1_patch3

Install @productName 4.1_patch1

Upgrade from @productName 3.2.2 to @productName 4.0

Upgrade from @productName 4.0 to @productName 4.1

Upgrade from version 3.1.1 to version 3.2

How do I add a patch for the installed version?

Upgrade from version 3.2 to version 3.2.1

Upgrade from @productName 6.3 to @productName 6.4

Upgrade from @productName 6.4 to @productName 6.4.1

Upgrade from @productName 6.4.1 to @productName 6.4.2

Upgrade from @productName 6.1 to @productName 6.2

Upgrade from @productName 6.2 to @productName 6.3

Upgrade from @productName 5.4 to @productName 6.0

Upgrade from @productName 6.0 to @productName 6.1

Upgrade from @productName 5.1 to @productName 5.2

Upgrade from @productName 5.2 to @productName 5.2.1

Upgrade from @productName 5.2.1 to @productName 5.3

Upgrade from @productName 5.3 to @productName 5.4

How do I upgrade multiple versions at the same time?

Upgrade from @productName 7.1 to @productName 7.2

Upgrade from @productName 7.2 to @productName 7.2.1

Upgrade from @productName 7.0 to @productName 7.0.1

Upgrade from @productName 6.4 to @productName 7.0

Upgrade from @productName 7.0.2 to @productName 7.1

Upgrade from @productName 7.0.1 to @productName 7.0.2

Upgrade from @productName 7.2.1 to @productName 7.3

Upgrade from @productName 7.3 to @productName 7.4

Activate Spam filter

About the spam engine

Installation when going from hosted to installed version

Overview of the SLA Target and Escalation feature

SLA Troubleshooting

SLA Examples

About Service Level Agreements

Overview of SLA Management in @productName

View SLA in Issues and Issue list

The Work Schedules page

The SLA Targets page

How can I manage issues for sprints efficiently in the issues tab?

The Sprint page

The Burn-down page

The Build History page

The Release Notes page

The Edit Release Notes page

I have created release notes but they are not visible, how come?

How do I add an issue to an iteration/sprint/phase?

The phase / sprint info page

Resource availability

How to transfer incomplete issues from one sprint/phase to the next for further work in the new sprint/phase

Burn-down charts

Create a build from your build environment (and upload file)

Introduction to the Web Service API

What are web services?

The Issue page - viewing a single issue

Manage issues - Issues list page

The Edit issue type page

Issue tags

The Issue documents page

Text search in issue filter mode

Create a new mail /ongoing conversation

Issue subscribers

Ranking Issues (Global rank)

Owner and responsible user, what is the difference?

I cannot set some issue fields when creating an issue, only when editing, why?

Issue permission viewer

Links to Knowledge base (KB) articles

Navigating on Issue - Next/Previous buttons

Issue history viewer

Copy/Transfer issue

Why are some issues in bold text?

Opening an issue from email - shows info/warning text in new tab

Issue Reminders

Recurring issues

Issue templates

Merge issues

Issue timers

Description - cannot save changes to just the text formatting

Open issue from Mail

How does @productName help with SOX compliance?

What´s the maximum size of files a customer can upload to the system?

The text in the issue history looks like it is chopped off at the right border

Customizations of issue types, statuses, priorities and severities

Creating an issue

No issue permission

The Context Menu for issues

I want to create an issue rule that changes an issue a number of hours before the SLA breaches

Making and registering phone calls on issues

How can I put a task on hold and automatically re-open it at a certain date

Batch update issues

Blank out issues (Anonymize issues)

Custom board

Show related KB articles

Sub-tabs on Issue: Which permissions to show/hide these?

Logging of deleted issues

How to enable sub-issues?

Sub-issues in the issues-tab

Sub-issues in the "Edit issue"-page

How to make hidden sub-issues disappear from the main issue list too?

Can I make an existing issue into a sub-issue of another issue?

Can I control the behavior of sub-issues and parent depending on statuses?

Custom fields of type Configuration item can now select multiple items

I want to only use date on my Start/Due date, not date + time

Migrating data from a field to a custom field

The Resolution issue field

The Source Issue field

How can I add an issue field to an issue?

What are the default issue fields?

What is the difference between Reporter Company and Company?

How does the In-Progress indicator issue field work?

How to create new custom fields for issues

Improved Custom Fields

Is there a limit to the number of items for a select list in a custom field?

Customize your issue fields in the Issue Field Configuration

Issue Field Configuration preview

How to add help texts to fields

My issue field has a custom name - how do I know which standard field this corresponds to?

Quick search

Saved searches


Issue# search

Search menu

Search subscriptions

The Search page

Advanced search

How do I change my default filter settings for the issues tab?

Searching multiselect fields

How can I send a notification upon a specific status transition?

Can I reset a customised notification template to the default template look?

Which notification uses which notification template?

Send notification to the initiator of the event - what is this?

Edit Notification Templates

Overview of Notifications

Troubleshooting notifications

How to send a notification when status is changed from X to something else

How do I send a notification to support users when issue is closed?

What is a project?

Logging of events

What is a workspace?

Project overview

How to inactivate a project?

Manage Project Categories

Planning Board

PM Methodologies supported in @productName

Copying a project

Using project templates

The Project Summary - List view

How do I delete a project?

The Project page

Creating a new project

The Project Users page

The Edit Project Info page

The Edit Resource Availability page

Custom fields on Project

How can I merge two projects into one?

The Project Summary - Table view

The Project Summary - Chart view

The Project Summary

CVS integration

Beanstalk integration

Git integration

Integrate other Version control systems with @productName?

Special commands in VCS for creating and editing issues

How do i set up and configure Subversion?

Subversion integration

Jenkins integration (Continuous Integration)

How to track iteration progress with burn-down and burn-up charts

How to effectively organize your tasks in iterations/sprints

How to organize your issues in requirements/tasks

SPF and Spam control

Get performance information to send to @productName support

How to create recurring mailed reports

Migrating custom issue fields from project to account level

Get the best performance out of your web browser

How do we "handle" if someone is sick in the project team?

Sprint planning - time or story points?

How to manage test cases

How to easily visualise the support queue in @productName

Handling issues/mails when someone is on vacation or sick leave

How can I limit what issue types users from different customers can see?

How do I restrict access to the support center?

What is the difference between "support users", contacts and normal users?

How do I create users for the Support center?

General overview of the permission architecture

LDAP configuration tips and debugging info

Azure Active Directory Domain Services

Configuring SSO with AD and Kerberos

SSO with Kerberos

How to configure LDAP Import and login authentication

I get SEVERE: failed setting ip_ttl in the log files, why?

How to enable SSL Encryption - with a purchased certificate

How to enable SSL Encryption - with a self signed certificate

How do I remove the /visionproject/ part of the URL?

Can I store document/files on a secondary server?

Change the default email monitoring interval

I sometimes get NotSerializableException in the log files, why?

How can I change the default port used for @productName?

How do I use an A record such as

How do I increase the logging/debug level in the log files?

How can I increase the session time-out?

How do I configure @productName to work in our DMZ?

Attributes in

The Companies page

The Searches tab in the bottom left panel

The Tags tab in the left panel

Start page navigation in @productName


Navigation Panel

Hidden gems in the user interface

Logging on to @productName

How do I create system users and add contact persons in the system?

Change how tables/grids look

Permissions and public setting -  Inheritance on document folders

Documents can be set to Read-Only for some users or user groups

How do I lock documents?

Track versions on files/documents

Quick edit-save of document

Upload and manage documents and files

The Documents page

Why does Quick edit-save of documents not work for me?

How do I group work logs or expenses on date in the Time/Expenses tab?

Resource availability - hours

Time/Cost tracking

Time/Expenses page

Remaining time is not correct on the issue - why?

What happens when a Workflow and an Issue Rule try to update the same issue?

Workflow with validating/signing off/attesting

How to use Workflow

The Project Settings page - General

The Notifications page

The Workflow page

The SLA Escalations page

The Email Ticket System page

The Cost page

The Simple Forms page

Late/Upcoming sprints/milestones

My open issues

Recent activity

Personal notes

Quick links

Saved Searches/Filters on the Dashboard



Open Issues

Open Issues (by issue type)

New Issues Trend chart

Closed Issues Trend chart

New and Closed Issues Trend chart

Resolution Time

Resolution Time (by issue type)

Average Time in Status

Open Sprints Timeline

About chart portlets

Issue distribution graphs

Product issues

The Additional Features page

The Billing Summary page

The Billing Preferences page

The Account settings page

The Custom fields on User page

The Terminology page

Issue Sources

Open issues

New/Closed issues trend

Estimated/Available time report

Product report

Burndown/Burnup report

Project Status report

Time report

Resource allocation report

Initial response time report

Resolution time

In progress time

SLA Compliance

The Reports page

Export to PDF

Issue history

Issue escalation

General panel

Projects panel

Online users panel

Last visited users panel

Edit User page  

Add and manage users

The Profile page

User language setting

Merge users

User history

Search and filter on Users

User documents

Issues on User

Import users

Export users

Add several users to the same email account

Bank ID

User views - controlling who sees what fields on Users

One User Group cannot create users with a specific User Group. Why?

Shared users

Anonymize users

Delete users

View users log in/log out actions

Add and manage issues on companies

Company views - controlling who sees which fields on a Company

Export companies

Import companies

Company organisational structure

Custom fields on companies

Edit Company Types

Edit Company Statuses

Add and manage Companies

Cumulative Flow Diagram

Cycle time chart

Story point support

Kanban board

Issue link info-icon in the Issues list

Active links

Issue links Settings

Direct links to issues

Issue links and dependencies

Import from MS Project

Export in xls, csv, xml, pdf or rtf format

How do I import issues (tickets/cases) from other systems?

Importing issues

The Import file formatting

How to create Export templates

Export issue data into an Export template document

Sub-issues and Export/Import

Column headers for Excel files uses a two-row format

I have read that I could earn my user licenses for free! How do I do that?

How do I become a referral partner?

How much commission do I get when I refer a customer to you?

How is the sales commision paid out?

What are the benefits with the referral / affiliate partner program?

What are the responsibilities and limitations?

What are the benefits with the VAR program?

How do I see which user I'm currently logged in as?

How can we import data into @productName?

How do I integrate your application with another system?

How to change my password?

The screenshot applet doesn´t show, what is wrong?

The multi upload applet doesn't show, what is wrong?

The document editor applet doesn't show, what is wrong?

My dashboard is blank, how come?

Can I use @productName in two web browsers at the same time?

What is needed to enable Gantt charts?

We have problems relaying/sending emails, why?

How can I use the system for recruitment ?

What are the core objects in the system and how do they relate?

What is Application Lifecycle Management (ALM)?

I get an error message when the system tries to connect to the server, what does it mean?

How is the system built - what is the architecture?

The HTML of the description/incoming replies is corrupt and the content is not correct - Why?

Is there a spell checker in @productName?

Can @productName be used in IPad / Android tablet?

I get errors using the multi upload or document editor applet, how do I get more info?

How can @productName be used?

@productName doesn't work in IE

'Plugin not supported' error message in Chrome for some functions (add screenshot, multiupload document, edit document content)

How do I open my browser's JavaScript console?

What types of custom fields are there?

How can I enable system notifications in web browser?

Can I prevent issues with a certain status/issue type from being shown in issue lists?

I already have a user but I can't log into the support center for @productName, how come?

How to setup one mailbox for multiple projects?

Is there a printer friendly view of an issue?

Which issue types are available in @productName?

Can I purchase the source code for @productName?

Can @productName be used in other types of projects than just software developnent?

Is @productName available in other languages than English?

What predefined optional names are there in the terminology?

Which concepts or terms have optional alternate terminology?

If the installed version seems slow, what might be the problem?

Internationalization, terminology and language resource files..

Workflow for translation of @productName

How languages and terminology work in @productName

Why are some terms not translated?

Edit Product/Service/Component statuses

The Products/Services/Assets/Configuration Items page

The product/service management module (asset/inventory/cmdb)

I can not see the products function, how do I add it?

Product and Release Management

Partner access / company access

The base Product/Config Item issue field is configurable like the custom Config Item fields

Relationship links between Product/Assets/Services/Config Items

Linking a Knowledge Base article to a Product/Service/Asset/Config item

Configuration item graph

What products/services/CI´s are visible and can be set on an issue by a support user?

How do I add products to a company, so these are the only ones that can be set on issues?

I have created custom fields for Products/assets/configuration items, but I cannot see them on the items!

How do I only show certain products/services on a given project?

The default configuration item types

Users and User groups on Contracts

Contracts for project delivery and maintenance

History on Contract

Documents on Contracts

Manage Contracts

Plugins - general instructions

How can we extend @productName on our own?

General links

How to find the ProjectID



Custom dashboards

Getting started with custom dashboard

How to configure custom dashboards

Issue source

Action buttons

Issue Urgency

Issue escalation levels

Issue Links - Project specific settings

Issue Types

Issue Statuses

Issue Severities

Issue Priorities

Custom Fields

Issue Fields

Issue Links - Default specification

Issue resolutions

Interaction statuses

Issue Rules

Issue Alerts



Notification Templates



Company Types

Company Statuses

Custom fields

Custom fields

Relationship types


General fields configuration

Product Statuses

Unit types

Contracts for Service Management (SLM/SLA)

Contract Statuses

General settings for contract and licenses

E-mail Templates

Custom fields for Contracts

Contract types


User Groups

Role Permissions

What does "Is administrator" and "Is project administrator" mean?


Billing summary

Billing preferences

1. Overview

2. Prerequisites

3. Configure Apache Tomcat

4. Configure the proxy server

Are we allowed to make changes in the source code?

What does "Lucene engine has been shutdown" mean in the log file?

Live support chat module

Enterprise/corporate chat module

Support chat in page (no pop-up).

Support chat in pop-up

Getting started with chat

How to use a Chat/XMPP client

Auto-refresh/data push to Dashboard portlets

FAQ and common problems

6. How do I know if the chat is working?

5. Installing/loading certificate (Optional)

4. Enable chat module

1. Overview

2. Install XMPP Server

3. Install and configure the proxy server.

Upgrade Tigase to 7.1.x

2.a Installing XMPP Server Windows

2.b Installing XMPP Server Linux

Migrate chat to websockets


Meeting management

How can do I see issues/meetings/events in my Outlook calendar?

How does the premium plus (phone) support work?

What type of support is covered by the support packages?

Premium support services

What modules does the installed version include?

How do I activate additional features/modules?

What modules are available in @productName?

How many system user licenses do I need for the installable server (on-premise) version?

I get an LicenseVerificationException, how do I solve this?

Why is my credit card being denied? Why does it say that my card cannot be verified?

Problem paying via bank/wire transfer

Installed server version - what happens if we don´t pay the yearly upgrade/support fee?

How do we cancel our @productName account?

Where can I find the invoices for @productName?

How do I pay the invoices for @productName?

What happens if we do not pay our invoices on time?

Do I need to delete inactive users to avoid being billed for them?

When and how do I pay?

Getting started with the mobile app

The Timeline page

Items included in the Timeline

Modification of items

Create links in timeline view with drag and drop

5. Verify your installation

1. Prepare the server

3. Install the license file

4. Initial configuration and configuration of the default account

2. Installation

6. Setup a test environment

Where can I download the installation/upgrade files for @productName?

Upgrade the installed version of @productName

Testing before upgrade

How do I backup and restore VisionFlow?

What to do if an upgrade fails?

Unified Support center

How many custom fields can I add on issues?

Remove or hide issue statuses

Regular expression format (regex)

Creating support user (customer) and give him/her access to support center

Examples using the API with PHP

How do I get or set custom fields on issues

Using a queryObject

Logging in using the Web service API

Adding and editing worklogs using the Web service API

Work Schedule Exception Schemes


SLA Targets

Work Schedules

What is Idea Management?

To get started

Work log time settings

Work log Categories

CTI (Computer telephony integration) / Phone integration

SMS integration

Exchange (EWS)

Web Service API

Version Control Systems

Continuous Integration (CI) systems

Controlling level of information shown about meetings

The Resource allocation page

I get an error: java.lang.IllegalStateException: Parameter count exceeded allowed maximum: 512

How can I change the default file size allowed for upload?

MySQL : Database connection is closed

Solve encoding problem on MySQL

How do I move @productName to another server?

How can I manually change the database settings for the system?

Where and how can I change the SMTP settings?

OpenJDK vs Oracle JDK







Custom fields - Project

What fields are not editable for support users in the support center?

How do I make the description field not mandatory?

What are common ticket/issue fields used for Help desk purposes?

How do I create an SLA to close issues in status Message sent after 3 days?

How do I use multiple SLA's?

What is the "Change Modified Date" in an SLA Target Escalation rule?

How do I assign multiple SLA´s to the same company

How do I monitor due date with an SLA and get notified when date is getting near?

What decides which SLA is used?

How do I create a reminder to reply to issues within 1 day?

When does a SLA target get achieved and cancelled in the SLA tab on issues?

How do I pause the time in a SLA?

Repairing broken description from the history event

How do I remove many issues at the same time with the SPAM function

I want the system to automatically do something - should I create an Issue rule, a SLA/SLA Target escalation or an Issue alert?

How do I hide issue types and only show issue templates in the "new issue" menu?

How do I remove issues?

How do I assign an issue to someone?

How do I clear issue permission in the database?

Custom Fields - User

Does the system stay in sync with LDAP after the first import?

If an account is deleted in @productName what happens then during next import.

If I import users from LDAP multiple times will that create duplicate users?

Does new users get imported automatically from LDAP?

How do I stop getting search subscription emails?

Images in emails are blocked in Outlook, how can I make them visible by default?

What ports needs to be opened between servers for VisionFlow to work?

Not all users are visible in the chat list

How can I change the logotype in the support center?

Can I embed the support center into my web site using IFrames?

How can I hide the user info from the start page?

What parameters are available to use in scripts in the support center?

How can I hide the Cookie consent text?

What is the Support Center?

How can I  handle support centers for different languages?

How can I keep track of support cases/issues easily?

How do I test how the support center looks for support users?

How can I configure the support center?

What is the private/white label (OEM) partner program

Expense types

Moving work logs

Work log settings

Work log categories

Adding Expenses

Manage expense types

Do I need to be a customer to become a partner?



Escalation level


Next Breach

Custom field (Various types)

Source direction

Issue key








In progress


Owner group

Start date

Due date



Sprint (phase / version)

Affected Sprint

Estimated time

Actual time

Remaining time

Ticket id

Last replied by


Billing amount

Cost amount


Fixed billing amount (Fixed price)

Fixed time


Story points

Check list





Reporter Company


Masking and encrypting credit card numbers

Information about encrypting

Encrypting passwords in property files on server

Solving problems with the email ticket system with Gmail

How do I block bulk emails from ending up in SPAM folder?

How can I transfer some emails into a project with drag and drop in Outlook?

How can I stop the ticket system from sending autoreplies to incoming automatic emails?

How and where can I send email from the system?

Email gets marked as spam with no apparent reason, why?

My email server is blocked behind a firewall, what IP numbers do I need to allow access from?

What happens if email ticket system fails to fetch emails?

Is there be support for OAuth authentication?

What is the E-mail ticket system?

How is a message converted to an issue in @productName?

What happens if I receive an email into my private mailbox?

How do I change the appearance of the HTML notification mails sent by the system? (Example: Fix for black background)

What happens to attachments when emails are converted to issues by the ticket system?

Can I reply to an issues directly using an email client such as outlook?

Can I reply to issues using a mobile phone, such as an Android phone?

How can I configure the e-mail autoreply?

Why can´t I see the reply to correspondent link/icon on my issues?

How to send the user´s name when replying from VP?

Our email server is blocked behind our firewall, how can I make @productName fetch email from it?

Privacy policy

Security policy and backup routines

Subprocessors and subcontractors

2011-08-18 - @productName downtime

2011-02-28 - @productName outage

2012-11-20 - Firewall problems

2012-09-17 - @productName unavailable

2013-11-11 - One application node is not responding

2013‑08‑27 ‑ Service disruption

2013-09-27 - Email service disruption

2013-10-07 - Service disruption due to DDos attack

2013-07-17 - Service disruption

2013-06-24 - System slow and unresponsive

2013-03-12 - System slow and unreachable

2013-04-05 - Service unreachable

2013-10-06 - DNS disruption

How do I upgrade Java and Tomcat from version 7 to the version 8.5?

Server error: SQLServerException: the connection is closed.

Server error: Too many open files

I get some errors in the log files, what do they mean and how do I solve them?

How can I troubleshoot disk IO performance?

How do I upgrade Java and Tomcat from version 6 to the version 7?

The installation program hangs during upgrade, what can I do?

Troubleshooting performance problems in the installed version

2014-11-19 - Service disruption

2014-11-19 - Service disruption

2014-11-20 - Service disruption

2014-08-12 - Performance issues

2014-07-02 - Service discruption

2014-07-08 - Email ticket system disruption

2014-05-03 - Email ticket system disruption

2014‑05‑05 ‑ Email ticket system disruption

2014‑04‑11 ‑ Service disruption due to infrastructure problem

2014‑04‑11 - Patch for heartbleed bug

2014‑01‑31 ‑ Service disruption prior to planned work

2014-01-14 ‑ Service disruption

2014-01-22 - Service disruption due to network problem

2013‑02‑08: 16:00 ‑ 18:00

2013-12-14: 16:00 - 18:00

2013-10-18: 00:01 - 01:00

2013-10-26: 16:00 - 18:00

2013‑09-27 : 00:20 - 05:20

2013-09-07 : 16:00 - 18:00

2013-06-28 : 02:30

2013-06-27 : 21:30

2013‑06‑30 : 09:00 ‑ 09:05

2013‑07‑02 : 02:00 - 04:00

2013‑07‑15 : 02:30 - 04:30

2013-06-15 : 16:00 - 17:30

2013-06-23 : 10:00 - 11:30

2013‑03‑22: 16:00 ‑ 18:00

2014-05-17: 16:00 - 18:00

2014-06-27 : 16:00 - 18:00

2014-11-21 : 00:01 - 01:00

2014-09-07: 16:00 - 19:00

2014-12-15 : 00:01 - 01:00

2014-11-11 : 21:00 - 23:00

2014-01-31: 03:00

2015-06-13 : 17:00 - 23:30 : Planned work

2015-03-30 : 00:30

2015‑11‑14 : 16:00 ‑ 18:00 : Planned work

Main changes - a selection from 2015

2015-01-16 : 00:01 - 06:00

How can I create and manage site locations in the CMDB?

2015-06-03 - 03:54 - Service disruption for some customers

2015-08-31 - 02:25 - Service disruption

2015‑07‑09 ‑ 02:24 ‑ Service disruption due to database problems

2015-07-11 - Urgent unscheduled maintenance

2015-01‑26 ‑ Service disruption for some customers

2015-01-27 - Email ticket system disruption

2015‑03‑24 ‑ 07:01 - Service disruption

2015-03-24 - 15:00 - Service disruption #2

2015-03-25 - Unscheduled maintenance

2015‑05-06 ‑ 12:23 ‑ Email ticket system disruption for some customers

2015-04-13 - 17:23 - Service disruption for some customers

2016‑02‑06 : 16:00 - 18:00

2016-03-12 : 16:00 - 18:00

2016-08-27: 11-12 (CET)

2016-04-22 - Planned downtime 2016-04-23

2016-04-23 3:00 - 6:00

2016-10-22: 11-13(CET)

I get an ARITHABORT error when upgrading, what do I do?

Can we pay you to implement features?

What is a user?

How can I obtain a free version of @productName?

Terms of use

Can you help us to customize the system?

GDPR - common questions and answers

GDPR - General Data Protection Regulation


How much storage is includes in the system?

When converting to an active subscription will my projects and issues be kept?

In how many countries do you have customers using @productName?

Does my company/organization qualify for a non-profit license for @productName?

Does my organization/project qualify for a free license?

What servers do you offer for the dedicated hosted version?

2017-09-07 19:00-19:30 CET

2017-08-12 10-12 AM CET

2017-03-17 00:00-04:00 AM CET

2017-05-19 00:01-04:00 AM CET

2017-01-14 10-12 CET

VisionFlow 13.0.8 has been released for installed on-premise customers

VisionFlow 13.0.27 has been released for installed on-premise customers

VisionFlow 13.0.43 has been released for installed on-premise customers

VisionFlow 13.0.49 has been released for installed on‑premise customers

VisionFlow 13.0.65 has been released for installed on-premise customers

VisionFlow 13.0.72 has been released for installed on‑premise customers

VisionFlow 13.0.75 has been released for installed on‑premise customers

Solved. 2018-01-12  - Problems reaching our @productName teams by email

VisionFlow 13.0.86 has been released for installed on‑premise customers

VisionFlow 14.1.9 has been released for installed on‑premise customers

VisionFlow 14.1.6 has been released for installed on‑premise customers

VisionFlow 14.2.5 has been released for installed on-premise customers

VisionFlow 14.4.8 has been released for installed on‑premise customers

VisionFlow 14.5.13 has been released for installed on-premise customers

VisionFlow 14.6.6 has been released for installed on-premise customers

VisionFlow 14.9.5 has been released for installed on‑premise customers

VisionFlow 14.10.9 has been released for installed on-premise customers

VisionFlow 15.7.10 has been released for installed on‑premise customers

VisionFlow 15.2.4 has been released for installed on‑premise customers

VisionFlow 15.2.15 has been released for installed on‑premise customers

VisionFlow 15.3.14 has been released for installed on‑premise customers

VisionFlow 15.1.7 has been released for installed on‑premise customers

VisionFlow 15.7.5 has been released for installed on‑premise customers

VisionFlow 15.6.1 has been released for installed on‑premise customers

Main changes between version 14.11 and 15.1

Preliminary release plan for 2019

Main changes between version 15.1 and 15.4

Main changes between version 15.4 and 15.8

Main changes in version 2.3

Main changes in version 2.1.2

Main changes in version 2.1

Main changes in version 2.2

New features in version 2.1.1

Main changes in version 2.4

Main changes in version 3.1.1

Main changes in version 2.4.1

Main changes in version 3.0

Main changes in version 2.4.2

Main changes in version 3.1

Main changes between version 14.10 and 14.11

Main changes between version 14.6 and 14.10

Main changes between version 14.0 and 14.6

Main changes in version 13.0

Main changes in between version 13.0 and 14.0

Main changes in version 12.2

Preliminary release plan for 2018

Main changes in version 12.1

Main changes in version 12.0

Main changes in version 11.2

Main changes in version 11.0

Main changes in version 11.1

Main changes in version 11.3

Main changes in version 11.4

Main changes in version 10.5

Main changes in version 10.6

Main changes in version 10.7

Main changes in version 10.2

Main changes in version 10.3

Main changes in version 10.1

Main changes in version 10.4

Main changes in version 8.2

Main changes in version 8.3

Main changes in version 8.1

Main changes in version 8.4

Main changes in version 8.5

Main changes in version 9.1

Main changes in version 9.2

Main changes in version 9.0

Main changes in version 9.3

Main changes in version 9.4

Main changes in version 10.0

Main changes in version 9.7

Main changes in version 9.6

Main changes in version 9.5

Main changes in version 7.0.2

Main changes in version 7.0.1

Main changes in version 7.1

Main changes in version 7.3

Main changes in version 7.2.1

Main changes in version 7.2

Main changes in version 7.4

Main changes in version 7.5

Main changes in version 7.5.1

Main changes in version 8.0

Main changes in version 4.1

Main changes in version 3.2

Main changes in version 3.2.2

Main changes in version 3.2.1

Main changes in version 3.2.3

Main changes in version 4.0

Main changes in version 5.0.2

Main changes in version 5.1

Main changes in version 5.0.1

Main changes in version 5.0

Main changes in version 6.0

Main changes in version 6.1

Main changes in version 6.2

Main changes in version 6.3

Main changes in version 5.4

Main changes in version 5.2.1

Main changes in version 5.3

Main changes in version 5.2

Main changes in version 7.0

Main changes in version 6.4

Why do I get a Messaging Exception when trying to connect to the email server?

I can´t access to our email server via IMAP/POP3, can I still use the email ticket system?

AUTHENTICATION FAILED error in email settings

I get "MessageException: connection timed out" when trying to configure the email ticket system

Install and configure Elasticsearch

Rebuild Elasticsearch indexes


SEVERE: Exception loading sessions from persistent storage

2016‑01‑17 ‑ Problem with email ticket system

2016-11-15 - 12:15 - Cluster node restart

2016‑12-14 ‑ 11:30 ‑ Service disruption

2016-12-17 - 09:46 - Service disruption

2016-11-30 - 12:00 - Cluster node restart

2016‑12-07 ‑ 07:30 ‑ Service disruption

2016‑09‑28 - 15:13 ‑16:40 - Service disruption

2016-08-23 - 14:11 - 14:20 - Service disruption

2016‑10‑24 - 10:26 - Service disruption

2016-10-20 - 16:01 - Service disruption

2016-10-21 - 15:45 - Service disruption

2016-10-27 - 14:08 - Service disruption

2016‑10‑31 - 10:31 ‑ Service disruption

2016-06-06 - 21:20 - 21:26 - Service disruption

2016-01-05 - 11:46 - Service disruption

2016‑04‑03 ‑ 15:10 ‑ Service disruption due to network problems

2016‑04‑07 ‑ 02:30 ‑ Service disruption

2016‑02‑05 ‑ 08:00 ‑ Service disruption - email ticket system

2016-02-29 - 18:55 - Service disruption

2017-01-31, 9:25-11:09 - Cluster node restart

2017-03-03 - 11:40

2017-04-27 - 00:44 - Service disruption

2017-06-19 - Email ticket system disruption

2017‑11-23 ‑ 08:22 ‑ 08:27 Service disruption

2017‑10‑20 ‑ Service disruption 07:30-08:18, 08:40-09:30 CET/UTC+1

2017‑11‑02 ‑ Service disruption 11:28-11:40

2017‑09‑15 ‑ 05:35 ‑ 06:25 Service disruption

2017-09-22 - 04:10 - 06:35 Service disruption

2017‑09‑22 ‑ 10:07 ‑ 10:23 Service disruption

2017-09-11 - 02:30 - Urgent unplanned system maintenance

2018-01-09 11:07 - 11:08 Service disruption

2018-01-12  - Problems reaching our @productName teams by email

2018‑01‑30 ‑ 15.15-15.50 - Cluster node restart

2018-02-16 10:58 - 11:04 - Cluster node restart

2018‑02‑21 09:30 ‑ 09:34 ‑ Cluster node restart

2018-02-28 07:55 - Problem with email import into the system

Solved - 2018-03-08 - Problems reaching external website

2018‑06‑08 10:32 ‑ 10:36 Service disruption

2018-08-06 07:22 - Service disruption

2018-07-05 14:38 - 14:40 Service disruption

2018-09-21 20:48-22:50 CET - Service disruption

2018-11-19 16:19 - Cluster node restart

2018-11-20 13:47-14.20 - Problem saving issues

2018-12-10 10:47 - 10:53 - Service disruption

2018‑08‑29 ‑ Performance problems 14:01-15:15 CET/UTC+1

2018‑12‑17 00:01‑06:00 CET

Web page maintenance: 2018‑10‑22 22:00‑22:15

2018‑08‑21 19:00‑22:00 CET

2018-06-09 18:00-21:00 CET

2018-03-02 00:01-04:00 CET

2018-02-26 05:30-06:30 CET

How to convert the old LDAP Import job after upgrade to 14.4.8 or later

How do I configure LDAP integration?

How do I import users from my LDAP server into @productName?

How does LDAP authentication work in @productName?

2019‑02‑27 ‑ Problem with filters in issue list

2019‑03‑04 ‑ Problems with email fetching

2019-02-01 - Problems with email fetching

2019-01-29 11:10-11:15 Cluster node restart

2019-05-14 14:20 - 14:25 - Service disruption

2019‑05‑02 ‑ Service disruption

2019‑05‑06 10:45-10:48 ‑ Cluster node restart

2019‑04‑04 15:48 ‑ 15:50 ‑ Service disruption

2019-04-25 Cluster node restart

2019‑04‑25 ‑ Service disruption

2019-04-26 - Cluster node restart

2019-06-03 14:32-14:38 Service Disruption

2019-05-25 08:01 - 09:11 - Service disruption

2019-05-26 07:31 - 10:22 - Service disruption

2019-06-01 06:41 - 08:33 - Service disruption

2019-09-13 Performance problems

2019-10-16 Problems sending email for some customers

2019‑10‑18 15:09 ‑ 15:17 ‑ Performance degradation - Cluster node restart

2019‑10‑22 15:11 ‑ 15:18 ‑ Temporary performance problem

2019-10-23 - 06:30 - 06:45 Urgent unplanned system maintenance

2019-10-23 -  Intermittent DNS probems in our infrastructure

2019-10-04 Cluster node restart

2019-10-07 Service disruption

2019-10-09 15:14 - 15:24 Service disruption - performance problems

2019-11-04 -  Intermittent DNS probems in our infrastructure

2019‑11‑12 10:35 ‑ Performance degradation - Cluster node restart

2019-01-14 11:50-11:55 Cluster node restart

2019‑10‑25 Maintenance in service provider infrastructure : 00:00 ‑ 06:00 CET

2019-09-06 23:00 - 2019-09-07 06:00 CET - Website maintenance

2019-08-26 Maintenance in service provider infrastructure : 00:00 - 04:00 CET

2019‑11‑06 System down for maintenance : 20:00 ‑ 21:00 CET

2019‑06-03 System down for maintenance : 01:00 ‑ 06:20 CET

2019‑07‑22 System down for maintenance : 19:00 ‑ 21:00 CET

2019‑05‑27 System down for maintenance : 01:45 ‑ 06:30 CET

2019‑04‑02 20:00‑21:30 CET

2019‑04‑11 21:00‑21:30 CET

2019‑05‑23 20:00‑20:30 CET

2019-01-28 00:01-04:00 CET

2019‑01‑21 20:00-21:00 CET

2019‑02‑20 21:00‑22:00 CET

Incident management

Problem management

Set user permission

Text field

Select list (Single choice)

Yes/No (Boolean/checkbox)

Select list (Multiple choice)

Date field

Date-Time field

User (without support users)

User (with support users)


Configuration Item (Product/Asset/Service/etc)




Info text

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