Overview of the Track-It! Mobile App

The Track-It! Mobile App assists help desk personnel in providing quality service to their internal and external customers.

The mobile application provides helpdesk technicians access to Track-It! to review assigned requests, submit requests, and update requests. This also enables technicians to search through the knowledge base to find out solutions for issues being reported.

The Track-It! Mobile App supports limited functionality for the following Track-It! modules:

• Asset
• Assignment
• Search
• Tickets

The following considerations apply:

• You can use the Track-It! Mobile App to start a Track-It! session on your mobile device.
• You can start a Mobile App session while you are simultaneously logged into another Track-It! session from a technician portal. Note that when you start a new Track-It! session, whether Mobile or Help Desk, the new session overwrites any other session that is open.
• If your Track-It! server is private, your mobile device must be connected to your enterprise network. For more information, see Using the Track-It! Mobile App outside the organization network.
• You need to know your Track-It! server URL to use the Mobile App.
• You need to apply a Barcode license to use the Scan Asset feature and barcode reader in the Mobile App Asset module.
• After you login to a Track-It! Mobile App session on your mobile device, you do not need to re-enter your Track-It! Server URL again. Until you logout, you can close and reopen the app whenever you need to use the Track-It! Mobile App functions.

• After one hour of inactivity, your Mobile App session is invalidated, but your session is not logged out and you cannot access Track-It! from another device.

  Note

  You must logout from your Mobile App session to use your Track-It! login from another device.

Track-It! Mobile App requirements

Track-It! Mobile App requires one of the following operating systems:

• Android, version 7.0 Nougat or later
• iOS, version 8 or later

Using the Track-It! Mobile App outside the organization network

You can use the Track-It! Mobile App outside the network of your organization by using one of the following methods:

Track-It! Mobile App updates

The following considerations apply to updating the Mobile App on a device:

• For Android devices, the Track-It! Mobile App update is supported and available only for Android versions 7.0 Nougat or later.

• For iOS devices, the Track-It! Mobile App does not support secure communication with Web APIs using self-signed certificate.

  Note

  BMC recommends using SSL certificates issued by Trusted Certificate Authority (CA) to ensure secure transactions through the Web and Mobile application. Self-Signed certificates do not provide adequate security and are not approved by mobile platforms.