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List of Knowledge Base articles

How can I start using the Support Center?

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

General sub-tab in support ceenter

Design sub-tab

Knowledge base sub-tab

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

Parsing values from email subject and content

Customer satisfaction survey

Domain mappings in the Email ticket system

Multiple ticket systems in the same project

Ticket id and email ticket systems in different projects

Variables that can be used in email reply templates

Add email templates to the "send email"-menu

DMARC and Spam control

DKIM and Spam control

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

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

Mass email

Forward from Issue history

Merging incoming email with an existing issue

What are Processing Rules in the Ticket System?

SPF and Spam control

Email reply/Send email

Getting started with Email ticket system

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 to use a Knowledge base

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

Anatomy of an article

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

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?

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

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

How to edit an article lacking title

How do I include videos in the KB?

How do I subscribe to articles / categories 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?

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?

Do you charge for support center users?

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

Main differences between the Cloud version and the installed/on-premise version

How does a normal start-up procedure look?

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

Enterprise version

Required key roles needed in your organisation

How do we prioritize feature requests from users/customers?

Video demonstration of the system

What is @productName?

Recommended settings for best user experience with @productName

Getting Started with @productName

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

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?

Terminology in the knowledge base

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

How do I create a new portlet?

Can I make changes in the database?

How to update Lucene index

Add your own Favicon

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

How can I increase the memory settings for @productName

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

What hashing algrithm is used by default in @productName

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

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

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

Can I change to a non-secure server?

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

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

Maintenance work

Can I make changes in the software?

Auto login from external portal

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?

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

What is the corporate branding module?

Activate Spam filter

About the spam engine

Installation when going from hosted to installed version

Overview of the SLA Target and Escalation feature

Work Schedules

SLA Targets

SLA Examples

What decides which SLA is used?

View SLA in Issues and Issue list

About Service Level Agreements

Overview of SLA Management

Problems setting up SLA?  - SLA Troubleshooting

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

Resource availability

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

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

The phase / sprint info page

Burn-down charts

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

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

Introduction to the Web Service API

What are web services?

Acceptancetest environment för Web service/API test

No issue permission

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

The Context Menu for issues

Blank out issues (Anonymize issues)

Batch update issues

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

Logging of deleted issues

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

Description - cannot save changes to just the text formatting

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

Making and registering phone calls on issues

Custom board

Show related KB articles

The Edit issue type page

Manage issues - Issues list page

The Issue page - viewing a single issue

Customizations of issue types, statuses, priorities and severities

Creating an issue

Issue subscribers

Create a new mail /ongoing conversation

Issue tags

Text search in issue filter mode

The Issue documents page

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

Issue timers

Merge issues

Issue Reminders

Recurring issues

Issue templates

Issue permission viewer

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

Links to Knowledge base (KB) articles

Navigating on Issue - Next/Previous buttons

Issue history viewer

Ranking Issues (Global rank)

Owner and responsible user, what is the difference?

Copy/Transfer issue

Why are some issues in bold text?

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

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?

Customize your issue fields in the Issue Field Configuration

Issue Field Configuration preview

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

Improved Custom Fields

How to create new custom fields for issues

Custom fields of type Configuration item can now select multiple items

The Source Issue field

How does the In-Progress indicator issue field work?

What is the difference between Reporter Company and Company?

How can I add an issue field to an issue?

What are the default issue fields?

How to add help texts to fields

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

The Resolution issue field

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

Migrating data from a field to a custom field

Searching multiselect fields

Advanced search

The Search page

Quick search

Saved searches


Issue# search

Search menu

Search subscriptions

Overview of Notifications

Troubleshooting notifications

Edit Notification Templates

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

Which notification uses which notification template?

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

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

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

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

What is a project?

What is a workspace?

The Project Summary - Table view

The Project Summary - Chart view

The Project Summary

Logging of events

Planning Board

PM Methodologies supported in @productName

Custom fields on Project

Manage Project Categories

How can I merge two projects into one?

Using project templates

The Project Summary - List view

The Project Users page

The Edit Project Info page

The Edit Resource Availability page

Project overview

How to inactivate a project?

How do I delete a project?

Copying a project

The Project page

Creating a new project

Subversion 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?

Git integration

CVS integration

Beanstalk integration

Jenkins integration (Continuous Integration)

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

How to manage test cases

Get performance information to send to @productName support

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

Sprint planning - time or story points?

How to easily visualise the support queue in @productName

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 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

How do I restrict access to the support center?

How do I create users for the Support center?

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

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

General overview of the permission architecture

LDAP configuration tips and debugging info

SSO with Kerberos

How to configure LDAP (AD) Import and login authentication

Configuring SSO with AD and Kerberos

Azure Active Directory Domain Services (Azure AD)

SAML authentication with AzureAD

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

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

Change the default email monitoring interval

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

Can I store document/files on a secondary server?

Attributes in

How to enable SSL Encryption - with a purchased certificate

How to enable SSL Encryption - with a self signed certificate

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

How do I use an A record such as

I sometimes get NotSerializableException in the log files, why?

How can I increase the session time-out?

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

The Searches tab in the bottom left panel

The Tags tab in the left panel

The Companies page

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

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

Permissions and public setting -  Inheritance on document folders

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

Quick edit-save of document

How do I lock documents?

Track versions on files/documents

Upload and manage documents and files

The Documents page

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

Resource availability - hours

Time/Cost tracking

Remaining time is not correct on the issue - why?

Time/Expenses page

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

How to use Workflow

Workflow with validating/signing off/attesting

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

Time report

Resource allocation report

Average time in status report

Initial response time report

Resolution time

In progress time

SLA Compliance

The Reports page

Issue Sources

Open issues

New/Closed issues trend

Estimated/Available time report

Product report

Burndown/Burnup report

Project Status report

Export to PDF

Issue history

Issue escalation

General panel

Projects panel

Online users panel

Last visited users panel

Edit User page  

The Profile page

Add and manage users

User language setting

Merge users

User history

Search and filter on Users

User documents

Issues on User

Import users

Export users

Bank ID

User views - controlling who sees what fields on Users

Add several users to the same email account

View users log in/log out actions

Anonymize users

Delete users

Shared users

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

Company views - controlling who sees which fields on a Company

Add and manage issues on companies

Custom fields on companies

Edit Company Types

Edit Company Statuses

Export companies

Import companies

Company organisational structure

Add and manage Companies

Kanban board

Cumulative Flow Diagram

Cycle time chart

Story point support

Issue link info-icon in the Issues list

Issue links Settings

Direct links to issues

Active links

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

Column headers for Excel files uses a two-row format

The Import file formatting

How to create Export templates

Export issue data into an Export template document

Sub-issues and Export/Import

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?

My dashboard is blank, how come?

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

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?

What is needed to enable Gantt charts?

How to change my password?

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

How to setup one mailbox for multiple projects?

Is there a printer friendly view of an issue?

Which issue types are available in @productName?

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

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?

We have problems relaying/sending emails, why?

How can I use the system for recruitment ?

Is there a spell checker in @productName?

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

How is the system built - what is the architecture?

Can @productName be used in IPad / Android tablet?

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

How can @productName be used?

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

How can we import data into @productName?

How do I integrate your application with another system?

'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?

@productName doesn't work in IE

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

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

What is Application Lifecycle Management (ALM)?

What types of custom fields are there?

How can I enable system notifications in web browser?

When will the new user interface be available for all customers?

Does VisionFlow support WCAG 2.1

How to change language for the login-page of the Hosted version

What predefined optional names are there in the terminology?

Which concepts or terms have optional alternate terminology?

Workflow for translation of @productName

How languages and terminology work in @productName

Why are some terms not translated?

Internationalization, terminology and language resource files..

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

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

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?

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

Export products/services/assets/ConfigItems

Import products/services/assets/ConfigItems

Configuration item graph

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 / hooks - 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

Issue resolutions

Interaction statuses

Issue Urgency

Issue escalation levels

Issue Links - Project specific settings

Action buttons

Issue Types

Issue Statuses

Issue Severities

Issue Priorities

Custom Fields

Issue Fields

Issue Links - Default specification

Issue rules

Issue alerts

Notification Templates





Company views

Company view rules

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

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


User Groups

Role Permissions


Billing summary

Billing preferences

1. Overview

2. Prerequisites

3. Configure Apache Tomcat

4. Configure the proxy server

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

Are we allowed to make changes in the source code?

Auto-refresh/data push to Dashboard portlets

Live support chat module

Enterprise/corporate chat module

How to use a Chat/XMPP client

Getting started with chat

Support chat in page (no pop-up).

Support chat in pop-up

5. Installing/loading certificate (Optional)

FAQ and common problems

1. Overview

2. Install XMPP Server

3. Install and configure the proxy server.

4. Enable chat module

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

Upgrade Tigase to 7.1.x

2.a Installing XMPP Server Windows

2.b Installing XMPP Server Linux

Migrate chat to websockets


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

Meeting management

How does the premium plus (phone) support work?

What type of support is covered by the support packages?

Premium support services

I get an LicenseVerificationException, how do I solve this?

What modules are available in @productName?

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

How do I activate additional features/modules?

What modules does the installed version include?

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

Where can I find the invoices for @productName?

How do I pay the invoices for @productName?

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

When and how do I pay?

How do we cancel our @productName account?

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

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

Problem paying via bank/wire transfer

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

2. Installation

1. Prepare the server

6. Setup a test environment

3. Install the license file

4. Initial configuration and configuration of the default account

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

Upgrade the installed version of @productName

Testing before upgrade

What to do if an upgrade fails?

How do I backup and restore VisionFlow?

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

Logging in using the Web service API

Adding and editing worklogs using the Web service API

Using a queryObject


SLA Targets

Work Schedules

Work Schedule Exception Schemes

What is Idea Management?

To get started

Work log time settings

Work log Categories

CTI (Computer telephony integration) / Phone integration

Microsoft Exchange (EWS)

Emails for system integration with processing parse rules

Web Service API

SMS integration

Controlling level of information shown about meetings

Version Control Systems

Continuous Integration (CI) systems

What type of integrations do you have support for?

The Resource allocation page

OpenJDK vs Oracle JDK

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?

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

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

Where and how can I change the SMTP settings?







Custom fields - Project

How do I make the description field not mandatory?

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

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?

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

How do I pause the time in a SLA?

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

What are the different states a SLA target can have in the SLA tab on issues? (Achieved, Cancelled, et.c.)

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

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

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

How do I clear issue permission in the database?

Repairing broken description from the history event

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

How do I assign an issue to someone?

How do I remove issues?

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

How to set up user views.

User view

User view rules

Log-in/log-out log

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 (AD) multiple times will that create duplicate users?

Does new users get imported automatically from LDAP (AD)?

How do I stop getting search subscription emails?

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

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

Not all users are visible in the chat list

How can I  handle support centers for different languages?

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 configure the support center?

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

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

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

Expense types

Moving work logs

Work log categories

Work log settings

Adding Expenses

Manage expense types

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

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


Source direction




Reporter Company




Escalation level


Next Breach

Custom field (Various types)

Encrypting passwords in property files on server

Information about encrypting

Masking and encrypting credit card numbers

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

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

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?

What happens if email ticket system fails to fetch emails?

Is there be support for OAuth authentication?

Are my emails encrypted during transport?

Solving problems with the email ticket system with Gmail

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

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

How and where can I send email from the system?

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)

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?

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?

How can I configure the e-mail autoreply?

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

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

What is the E-mail ticket system?

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

Privacy policy

Subprocessors and subcontractors

Security policy and backup routines

2011-08-18 - @productName downtime

2011-02-28 - @productName outage

2012-09-17 - @productName unavailable

2012-11-20 - Firewall problems

2013-03-12 - System slow and unreachable

2013-04-05 - Service unreachable

2013‑08‑27 ‑ Service disruption

2013-07-17 - Service disruption

2013-06-24 - System slow and unresponsive

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

2013-09-27 - Email service disruption

2013-10-06 - DNS disruption

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

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

How can I troubleshoot disk IO performance?

Server error: Too many open files

Troubleshooting performance problems in the installed version

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

Server error: SQLServerException: the connection is closed.

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

Office365 - BAD Request is throttled

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

2014-08-12 - Performance issues

2014-11-19 - Service disruption

2014-11-19 - Service disruption

2014-11-20 - Service disruption

2014-05-03 - Email ticket system disruption

2014‑05‑05 ‑ Email ticket system disruption

2014-07-02 - Service discruption

2014-07-08 - Email ticket system disruption

2014-01-14 ‑ Service 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

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

2013‑02‑08: 16:00 ‑ 18:00

2013‑03‑22: 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

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

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

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

2014-01-31: 03:00

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

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

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

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

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

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

2015-03-30 : 00:30

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

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

Main changes - a selection from 2015

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

2015-01‑26 ‑ Service disruption for some customers

2015-01-27 - Email ticket system disruption

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

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

2015-07-11 - Urgent unscheduled maintenance

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

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

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

2015-03-25 - Unscheduled maintenance

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

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

2016‑02‑06 : 16:00 - 18:00

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

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

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

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

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?

Can you help us to customize the system?

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

Does my organization/project qualify for a free license?

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

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


What servers do you offer for the dedicated hosted version?

How can I obtain a free version of @productName?

Terms of use

GDPR - Common questions and answers

GDPR - General Data Protection Regulation

How much storage is includes in the system?

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

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

2017-08-12 10-12 AM CET

2017-01-14 10-12 CET

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

VisionFlow 13.0.8 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 13.0.27 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

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 15.2.15 has been released for installed on‑premise customers

VisionFlow 15.3.14 has been released for installed on‑premise customers

VisionFlow 15.2.4 has been released for installed on‑premise customers

VisionFlow 15.1.7 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 14.9.5 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 14.10.9 has been released for installed on-premise customers

VisionFlow 15.7.10 has been released for installed on‑premise customers

VisionFlow 16.1.13 has been released for installed on‑premise customers

VisionFlow 15.11.8 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

VisionFlow 16.6.3 has been released for installed on‑premise customers

VisionFlow 16.3.17 has been released for installed on‑premise customers

Main changes between version 15.1 and 15.4

Main changes between version 15.8 and 15.11

Main changes between version 15.4 and 15.8

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 between version 14.11 and 15.1

Main changes in version 13.0

Main changes in version 9.3

Main changes in version 9.4

Main changes in version 9.1

Main changes in version 9.2

Main changes in version 9.0

Main changes in version 8.4

Main changes in version 8.5

Main changes in version 10.0

Main changes in version 10.1

Main changes in version 10.4

Main changes in version 9.5

Main changes in version 9.6

Main changes in version 9.7

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 11.3

Main changes in version 11.4

Main changes in version 11.1

Main changes in version 10.7

Main changes in version 10.5

Main changes in version 10.6

Main changes in version 10.2

Main changes in version 10.3

Main changes in version 4.1

Main changes in version 5.2.1

Main changes in version 5.2

Main changes in version 5.3

Main changes in version 5.4

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 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 2.4.1

Main changes in version 3.0

Main changes in version 2.4.2

Main changes in version 3.2

Main changes in version 3.2.3

Main changes in version 4.0

Main changes in version 3.2.2

Main changes in version 3.2.1

Main changes in version 3.1.1

Main changes in version 3.1

Main changes in version 8.2

Main changes in version 8.3

Main changes in version 7.5.1

Main changes in version 8.1

Main changes in version 8.0

Main changes in version 7.4

Main changes in version 7.5

Main changes in version 7.2.1

Main changes in version 7.3

Main changes in version 7.2

Main changes in version 6.2

Main changes in version 6.3

Main changes in version 6.1

Main changes in version 6.0

Main changes in version 6.4

Main changes in version 7.0

Main changes in version 7.0.1

Main changes in version 7.0.2

Main changes in version 7.1

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

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

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

AUTHENTICATION FAILED error in email settings

Install and configure Elasticsearch

Rebuild Elasticsearch indexes


SEVERE: Exception loading sessions from persistent storage

2016‑01‑17 ‑ Problem with email ticket system

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

2016-01-05 - 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

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

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

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

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

2017-03-03 - 11:40

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

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

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

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

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

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

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

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

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

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

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

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

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

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

2018-08-06 07:22 - Service disruption

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

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

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

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

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

2018‑12‑17 00:01‑06:00 CET

2018‑08‑21 19:00‑22:00 CET

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

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

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

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

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

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

2019-02-01 - Problems with email fetching

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

2019‑03‑04 ‑ Problems with email fetching

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

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

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

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

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

2019-09-13 Performance problems

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

2019-10-16 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

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

2019-12-12 - DNS problem in our infrastructure

2019‑12‑19 Cluster node restart

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

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

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

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

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

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

2019‑05‑23 20:00‑20:30 CET

2019‑04‑11 21:00‑21:30 CET

2019‑04‑02 20:00‑21:30 CET

2019‑02‑20 21:00‑22:00 CET

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

2019‑01‑21 20:00-21:00 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

History sub-tab

Sub-issues sub-tab

Attached files sub-tab

Links sub-tab

Work logs sub-tab

Expenses sub-tab

KB links sub-tab

SLA sub-tab

Commits sub-tab

Subscriptions sub-tab

Permissions sub-tab

General about sub-tabs and/or sub-sections

2020-04-29 Maintenance in service provider infrastructure : 06:30 ‑ 08:00 CET

2020-03-23 System down for maintenance : 20:00 - 21:00 CET

2020‑07‑01 Maintenance in service provider infrastructure : 18:00 ‑ 22:00 CET

2020‑04‑15 Problems viewing issues/tickets

2020-06-03 - Cluster node restart

Telavox (CTI)

Breach types - General overview

Issue has not changed for X hours

Start date

Due X hours from now

In progress more than X hours

Time in Start or Running statuses more than X hours

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