Elsinore customers use our products for a wide variety of business processes. In 1996 Elsinore’s first products were specifically designed to help software developers manage problems and requests that occurred during the software development lifecycle. As Elsinore’s customer base grew and its products matured, Elsinore observed and helped its customers use its products for a wide variety of business processes. The items managed by these solutions were not best understood as issues in the traditional sense – as problems. Instead, our customers wanted to manage a variety of items they generically referred to as:

• Work Items
• Service Requests
• Change Requests
• Requests for Information
• Work Orders
• Tickets
• Enhancements
• Requirements
• Knowledge Items

Elsinore customers also wanted to manage other kinds of items that were highly specific to their particular market or process. For example,

• Software License Requisitions
• Software and Hardware Requisitions
• Marketing Initiatives
• Ideas
• Custom Work Orders
• Facilities Maintenance Requests
• Safety Violations

Based on customer demand, Elsinore built the IssueNet platform as a software platform which would allow Elsinore, Elsinore customers, and Elsinore partners to manage all of these similar and dissimilar processes in a single environment - an environment which increased productivity, established regulatory compliance, and which provided for the consolidation of IT resources and license costs across multiple solutions.

In order to concisely define the platform and its purpose, Elsinore chose the term "Issue" as the most common and relevant expression of the core focus of the platform and the products on which it is based.

IssueNet products are built around a distinct Issue and Task workflow model. IssueNet is built around the workflow concept that an Issue is the definition of an item an organization is working toward completion or resolution and tasks are distinct activities linked to the issue that track the workflow process. As such, the terms "Issue" and "Task" clearly express the distinction between report and activity – regardless of business process.

Unlike workflow and business process management (BPM) platforms, IssueNet is geared toward the detection, discovery, and reporting processes implied by the unplanned events and activities that occur during any business process. IssueNet is geared toward the capture, tracking, and managing the Ad Hoc nature of a real time business process.