20.19.xx and 20.18.xx features

Product alerts

Unread product alerts applicable to your version of Track-It! are now displayed to technicians and administrators after logging in. At any time, you can also access both unread and read alert notifications.

Directory Importer

When you define the Send Notifications for a Business Rule, you can now:

• Automatically send notifications to all of the CC and BCC email recipients
• Add any email address to the CC or BCC email recipients and automatically send notifications to those email addresses

Configuring business rules

This version enables you to specify the number of days when creating a priority and defining the duration of its ticket defaults. You can now set a number of days for the following ticket defaults:

• Expected Due Duration
• Expected Fix Duration
• Expected Response Duration

The format of the duration field is now ddd:hh:mm:ss, where ddd is days, hh is hours, mm is minutes and ss is seconds. The maximum number of days you can set is 999.

Previous versions allowed the entry of more than 24 hours by setting a value greater than 24. With this change, priorities that have more than 24 hours are recalculated and the appropriate number of days are established for the duration. For example, if the value for a priority duration was set to 27:10:00 in the previous version, Track-It! now displays the duration as 001:03:10:00.

When configuring Self Service settings, you now can:

• Make any field a required field
• Make the required fields of Summary and Note into optional fields

Creating and managing tickets

Creating and managing assignments

This version applies changes to the default values used when configuring email and using the IMAP mailbox type. The default value also depends on whether you are installing Track-It! for the first time or upgrading your version of Track-It!. See the additional information link for details.

Portuguese and Italian language support

System requirements

Setting up BMC Client Management 

System requirements

Setting up BMC Client Management 

Based on your requirements, you can customize the Track-It! forms for each module by adding or removing fields, customizing the layout, removing menu buttons, and so on. You can also assign a custom form for each technician group.

Close tickets via email, process tickets differently based on their content or even automatically follow up an hour after a ticket is closed via email to ensure that the everything is running smoothly. The possibilities for automation, streamlining processes, and time savings are almost endless with business rules.

Need a quick report and you don’t have the time to create a formal report in the Reports module?

The Grid view in Track-It! allows you to produce a quick report that you can export to an HTML or Excel format. Simply customize the record view, columns, sort, or group them and so on, and then from the Actions menu, export to a desired view.

Groups allow you to easily assign a ticket, notify via email, or change permissions for an entire group of technicians.

You can segregate data visible to groups. This enhances the experience for multiple groups by allowing you to control the records that each group can access.

Configure your dashboard with panels with charts and graphs to view key data that you can customize based on your role. You can save time each morning by opening your dashboard to view tickets that require your attention.

The Configuration module allows you to find settings based on logical groupings or view all settings simultaneously. You can also find what you need using Ctrl-F in your browser window.

Save time and streamline email processing for your help desk by using automation and the ability to monitor multiple mail boxes. 

Track-It! has a new web-based reporting module that allows you to quickly and easily generate a report. You don't need any third-party software to install or manage. The new reports wizard helps you build a report quickly.