Using Track-It! utilities

The database settings utilities enable you to modify some settings in the Track-It! database. Track-It! provides the following utilities:

  • SAUtility: You can use this utility to change the database login passwords for the system administrator user.
  • DBLogins: You can use this utility to create the database logins for the technicians from a restored database.
  • LogConfig: You can use this utility to generate log files for troubleshooting.
    For example, if your system components, such as business rules, tickets, or attachments are failing, you can enable logs for the component and use it to troubleshoot the issues.

These utilities are packaged with the installer and are available in the Tools folder of the location where you have installed the Track-It! application.

The following topics are provided:

Changing the system administrator password by using the SA utility

The SA utility enables you to change the password for the users that belong to a restored Track-It! database. However, this utility does not allow you to change the password of the users that are not a part of restored Track-It! database. You can use the SA utility to change the database account password for the following users in different data source name (DSN):

  • _SMYSADMIN_
  • SELFSERVICE
  • SYSTEMACCOUNT
  • _SMDBA_

Note

To successfully run this utility, you must stop all active connections to the Track-It! database. You can execute the iisreset command to stop all processes connected to the Track-It! database. Ensure that the Mail and Job processors have stopped after iisreset is executed.

  1. In the File Explorer, navigate to the location where you have installed the Track-It! application.
    For example, C:\Program Files(×86)\BMC\Track-It!
  2. Expand the Track-It! folder and then open the Tools folder.
    You can see the BMC.TrackIt.Utilities.SAUtility and BMC.TrackIt.Utilities.DBLogin files in the Tools folder.

  3. Double-click the BMC.TrackIt.Utilities.SAUtility.exe file.
  4. In the Modify Track-It! Database Account Password dialog box, from the DSN list, select Track-It.
    If you receive an error for the selected DSN, you must configure the DSN by using the ODBC Datasource Administrator with the Track-It! database.
  5. In the Old Password field, enter the password that you provided when you installed Track-It!
  6. In the New Password field, enter your new password and confirm it.
  7. Click OK.
    This will change the password for the system account in the respective DSN.

Changing the user password by using the DBLogin utility

The DBLogin utility is useful when you restore your database to a new machine and you want to create SQL logins for the existing technicians in the restored database.
For example, you have a few technicians created in the Track-It! database and you want to restore this database to a new machine. The SQL logins for the technicians that you created from the Configuration panel in Track-It! are not available in the restored database. You must create new SQL logins for these technicians by running the DBLogin utility.

  1. In the File Explorer, navigate to the Tools folder (<installed folder>\BMC\Track-It!\Tools).
  2. Double-click the BMC.TrackIt.Utilities.DBLogins.exe file.
  3. In the Track-It! SQL Database Login Utility dialog box, enter the SQL SA password.
  4. Select either of the following options:
    •  Use DSN: From the DSN list, select Track-It.
    •  Use Server/Database: In the Server and Database fields, enter your SQL server name and database name.
  5. To change the SMSYSADMIN account password, in the New Password field, enter the new password and confirm it.
  6. (Optional) To reset all user account passwords to the default password, select the Reset to standard security check box.
    This checkbox would reset the Windows Integrated Authentication settings for the Service Desk and Self Service and default it to standard authentication.
  7. Click OK.

Troubleshooting issues by using the LogConfig utility

  1. In the File Explorer, navigate to the Tools folder (<installed folder>\BMC\Track-It!\Tools).
  2. Double-click the LogConfig.exe file.
  3. In the Track-It! Log Configuration dialog box, select the check box for the required log component.
  4. In the list next to the component, select an appropriate option, such as Trace, Debug, Warning, and so on.
  5. Click the ellipsis () next to the list, and then, in the Log Target dialog box, select the Target Type you want for a log type, such as Trace.
    You can enable the Debug view from email settings in the Track-It! application and view the logs from the Debug view if you did not select the File option.
  6. (Optional) Update the Layout field.
  7. (Optional) Update the default location in the File name field and then click OK.
  8. Click Apply.
  9. In the Track-It! Log Configuration warning dialog box, click OK.

After enabling logs for a component, you can navigate to the Logs folder where you can view the log files. For more information, see Viewing with log files.

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