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Track-It! 2020 Release 02 online technical documentation is also available in the following languages:

  • French
  • German
  • Portuguese (Brazil)
  • Spanish
  • Spanish (XL)

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BMC

Track-It! 20.20

All versions

Track-It! is a Help Desk software application that is easy to use and administer. A BMC support ID is required for commenting and downloading PDFs.

This space contains information about Track-It! 2020 releases.

Release notes
updated 24 Sep

Learn what’s new or changed for Track-It! 2020 Release 02, including new features, urgent issues, documentation updates, and product updates.

Tip

To stay informed of changes to this space, place a watch on this page.

DateTitleSummary
June 15, 20202020 Release 02

Enhancements and features available in this product update:

January 14, 20202020 Release 01

The following enhancements/features are added in this product update:

  • Parent tickets feature
  • Exchange Web Services (EWS) integration
  • Attachment to Asset feature
  • Global search update
  • Bulk delete feature on workspace grids
  • Business rule to use Survey Monkey for surveys
  • Microsoft SQL login accounts
  • BCM and Track-It! integration update
  • System requirements update
  • Track-It! Mobile App support

Tip

Ready-made PDFs are available on the PDFs and videos page. You can also create a custom PDF.

 Click here to see the steps.

From any page in the space, use the following procedure to create a PDF of either the current page or multiple pages (a parent topic and its child topics):
  1. Go to the branch or topic for which you want to create a PDF.

  2. From the Browse menu in the upper-right, select Export to PDF:

    Notes

    • Although you can export to Microsoft Word, this portal is not optimized for Word exports.
    • If you require an export in XML or HTML format, contact us.
  3. In the Template box, select the PDF style:

    • Simple to export a PDF with no cover, table of contents, or index 
      By default, the Simple template exports only the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index 
      By default, the Standard template exports the current page and its child pages.
  4. In the Export Scope box, select what you want to export:

      • Only this page to export the current page
      • This page and its children to export an entire section (current page and any child topics)

    Example

    In this example, selecting This page and its children creates a PDF of all topics in the space's "Reference" section:

  5. Click Export.

For more information, see Help for BMC Online Technical Documentation .

Planning

 

Deployment planning and system requirements

Installing

 

Installation, configuration, and maintenance

Upgrading

 

Upgrade paths and migrating from Track-It! 11.4 to Track-It! 20xx

Configuring after installation

 

Post-installation product configuration

Administering

 

Security and system administration

Using

 

Working with the product

Troubleshooting

 

Common issues

Web Services API

 

Integrations with other product or application
PDFs and videos

This topic provides access to PDFs and videos that support this product. It also explains how to create your own custom PDFs.

Creating a custom PDF

From any page in the space, use the following procedure to create a PDF of either the current page or multiple pages (a parent topic and its child topics):
  1. Go to the branch or topic for which you want to create a PDF.

  2. From the Browse menu in the upper-right, select Export to PDF:

    Notes

    • Although you can export to Microsoft Word, this portal is not optimized for Word exports.
    • If you require an export in XML or HTML format, contact us.
  3. In the Template box, select the PDF style:

    • Simple to export a PDF with no cover, table of contents, or index 
      By default, the Simple template exports only the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index 
      By default, the Standard template exports the current page and its child pages.
  4. In the Export Scope box, select what you want to export:

      • Only this page to export the current page
      • This page and its children to export an entire section (current page and any child topics)

    Example

    In this example, selecting This page and its children creates a PDF of all topics in the space's "Reference" section:

  5. Click Export.

For more information, see Help for BMC Online Technical Documentation .

Videos

The following table lists topics that contain videos that supplement or replace the text-based documentation.

UserGoalReference topic
System administratorTo install Track-It!Installing
System administratorTo understand the post installation configurationsAdministering
System administratorTo import users in Track-It! from Active DirectoryImporting users from Active Directory
System administratorTo configure emailsConfiguring email
System administratorTo configure business rulesConfiguring business rules
System administratorTo configure advanced business rulesConfiguring business rules
System administratorTo configure priorities and set up priority hierarchyCreating and managing priorities
System administratorTo configure service level agreementsConfiguring service level agreements
System administratorTo configure categoriesCreating and managing categories
System administratorTo customize Self Service portalConfiguring Self Service
System administratorTo configure Ticket templates and Assignment status progressionCreating and managing form templates
System administratorTo customize formsCustomizing forms for groups
System administratorTo set up Active Directory authenticationEnabling Windows Authentication for Track-It!
System administratorTo learn about the Data Migration ToolUpgrading from Track-It! 11.4 to Track-It! 2020
TechniciansTo understand the Help Desk featuresUsing: For technicians
TechniciansTo customize the Help Desk GridDefining views and performing actions on Help Desk
TechniciansTo work with Help Desk ticketsDefining views and performing actions on Help Desk
TechniciansTo learn about Self ServiceOverview of Self Service

FAQs and additional resources

This topic answers common questions and explains how to access additional resources, including BMC Support.

Frequently asked questions

This section answers frequently asked questions (FAQs) about the documentation portal.

The following is a general question about Track-It! documentation:

 How can I get a PDF of selected content in a space?
  1. From the Tools menu in the upper-right, select Export to PDF.

  2. Select the type of PDF that you want:
    • Only this page for a PDF of the current page
    • This page and its children for a PDF of the current page and all of its child topics

Depending on the number of topics included in the export, it might take several minutes to create the PDF. After the export is complete, you can download the PDF.

Additional resources

The following BMC sites are external to this portal and provide information that you might find helpful:

  • Track-It! Community
  • Track-It! 2019 Playlist
  • Attend a BMC Software webinar
  • Track-It! - Education & Professional services
  • BMCdocs YouTube channel

Support information

The following questions offer information about BMC Support:

 How can I contact BMC Support?

If you have problems with or questions about a BMC product, or for the latest support policies, go to Support Central . You can search the Knowledge Base for help with an issue or download products and maintenance.

If you do not have access to the web and you are in the United States or Canada, contact BMC Support at 800 537 1813. Outside the United States or Canada, select your country at Contact BMC to view local Support Contacts.

 How can I check a product version's support status?

You can find the support status for specific product versions on Support Central. Selecting a product from the “A–Z Supported Product List” shows:

  • All versions of the product and their current support levels (full or limited)
  • Dates on which support ends

You can also find information about the latest support policies on Support Central.

 Where can I get the security certificates needed for transferring files to BMC Support?

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