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.
Learn what’s new or changed for Track-It! 2020 Release 03, including new features, urgent issues, documentation updates, and product updates.
Notes
- The method of storing technician records has changed for Track-It! 2020 Release 03 and later. After upgrading to Track-It! 2020 Release 03, all existing SQL login accounts for groups and technicians that were created during the initial Track-It! installation are removed. These SQL login accounts are no longer needed because we have redesigned the authentication process in Track-It! 2020 Release 03. The upgrade does not delete the Technician User details, however the passwords of all technicians who use Track-It! credentials are reset to system default. After the upgrade is complete, these technicians must change their password at first log in.
The passwords of technicians who use Windows Integrated Authentication (WIA) are not affected by the upgrade. For more information, see the following topics: - If a technician changes the login method from Track-It! credentials to WIA or Pass-through Authentication, the associated Track-It! credential becomes invalid and the technician can no longer log in by using the Track-It! credentials.
If you are using a Microsoft 365 email mailbox, then you must configure EWS to process the incoming emails for the following reasons:
EWS uses Modern Authentication, which is the method that Microsoft recommends for keeping the Microsoft 365 mailboxes secure.
Modern Authentication supports OAuth 2.0 access tokens and the Microsoft Azure Active Directory Authentication Library (ADAL) to sign in to your Microsoft 365 email mailbox.
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Tip
Ready-made PDFs are available on the PDFs and videos page. You can also create a custom PDF.
Go to the branch or topic for which you want to create a PDF.
On the toolbar in the upper-right of the window, click
and select Export to PDF:
Important
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.
In the Exporting PDF dialog box:
- In the Template box, select one of the following PDF styles:
- 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.
Example
In this example, selecting This page and its children creates a PDF of all topics in the space's "Reference" section:
- Simple to export a PDF with no cover, table of contents, or index
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)
- In the Template box, select one of the following PDF styles:
Click Export.
For more information, see
Help for BMC Online Technical Documentation
.
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
Go to the branch or topic for which you want to create a PDF.
On the toolbar in the upper-right of the window, click
and select Export to PDF:Important
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.
In the Exporting PDF dialog box:
- In the Template box, select one of the following PDF styles:
- 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.
Example
In this example, selecting This page and its children creates a PDF of all topics in the space's "Reference" section:
- Simple to export a PDF with no cover, table of contents, or index
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)
- In the Template box, select one of the following PDF styles:
Click Export.
For more information, see
Help for BMC Online Technical Documentation
.
Videos
For videos that supplement the text-based documentation, see Training videos.
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 are general questions about BMC technical documentation:
How can I get a PDF of selected content in a space?
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
If you are logged in, you can create a PDF from any topic in the space. Use the following procedure to create a PDF of either the current topic or multiple pages (a parent topic and its child topics):Go to the branch or topic for which you want to create a PDF.
On the toolbar in the upper-right of the window, click
and select Export to PDF:Important
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.
In the Exporting PDF dialog box:
- In the Template box, select one of the following PDF styles:
- 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.
Example
In this example, selecting This page and its children creates a PDF of all topics in the space's "Reference" section:
- Simple to export a PDF with no cover, table of contents, or index
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)
- In the Template box, select one of the following PDF styles:
Click Export.
For more information, see Help for BMC Online Technical Documentation
.Videos
For videos that supplement the text-based documentation, see Training videos.
Where can I get documentation for all BMC products?
Go to BMC Documentation Dashboard
. Click a product from Popular documentation or search for your products' documentation in the Find documentation by product name field.
Additional resources
The following BMC sites are external to this portal and provide information that you might find helpful:
-
Track-It! Community
-
Training videos
-
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?
Where can I get the security certificates required to transfer files to BMC Support?
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