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:

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.

Changing the system administrator account and the administrator account passwords by using the SA utility

You can use the SA utility to change the password for users that belong to a restored Track-It! database but you cannot change the password of users that are not a part of restored Track-It! database. You can use the SA utility to change the master account passwords for the following users:

• _SMSYSADMIN_
• SELFSERVICE
• SYSTEMACCOUNT
• _SMDBA_
• (2021 Release 02) ADMINISTRATOR

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 go to the Tools folder.

3. Double-click the BMC.TrackIt.Utilities.SAUtility.exe file.
   The Manage Track-It! Master Account Passwords dialog box is displayed as shown in the following figure:
   
   You can reset the passwords for the system account and the administrator account at the same time.
4. In the Manage Track-It! Master Account Passwords 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 Login ID field, enter the SQL login ID. This SQL login ID must have the permission to manage Track-It! Master Accounts.
6. In the Password field, enter the password for the SQL login ID entered.
7. In the New Password field, enter the new password. 
8. In the Confirm Password field, enter the new password. 
9. Click OK.
   The passwords for the system account and administrator are changed.

Changing the user password by using the DBLogin utility

(2020 Release 02 and earlier) 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.

(2020 Release 03 and later) The method of storing technician records has changed for Track-It! 2020 Release 03 and later. After upgrading to Track-It! 2020 Release 03 and later, 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 and later.

Key considerations (2020 Release 03)

The following key considerations apply for the DBLogin utility:

• It works with Track-It! 2020 Release 03 and later. If you use the DBLogin utility with an earlier release of Track-It!, the following error message is displayed:
  The tool is designed to work with Track-It! 2020 Release 03 and later. Please ensure you are running the tool on the required Track-It! version.
• It does not create SQL login accounts for new groups.
• It does not create SQL login accounts for technicians, except for SYSTEMACCOUNT and SELFSERVICE technician accounts.
• It creates SQL login accounts for _SMSYSADMIN_ and _SMDBA_ accounts.

To change SA and user account passwords

1. In the File Explorer, navigate to the Tools folder:
   installedFolder\BMC\Track It!\Tools

2. Double-click the BMC.TrackIt.Utilities.DBLogins.exe file. 
   Alternatively, navigate to the Database Login Utility by selecting Start > Track-It! > Database Login Utility.

   Note

   To enable the OK button, enter the details of all fields in the Track-It! SQL Database Login Utility dialog box.

   The Track-It! SQL Database Login Utility dialog box is displayed as shown in the following figure:
   

3. In the SQL Server Connection section:
   1. Enter the SQL SA password.
   2. Select either of the following options:
   • • Use DSN
       From the DSN list, select the appropriate option that is applicable to your environment.
     • Use Server/Database
       In the Server field, enter your SQL server name. In the Database field, enter your database name. 
4. In the Track-It! SMSYSADMIN Account Reset section:

   1. To change the SMSYSADMIN account password, enter the new password in the New Password field.

   2. In the Confirm Password field, enter the new password.

      Note

      If you enter an incorrect password in the Confirm Password field, the following error message is displayed:

      The passwords do not match.  

5. (2020 Release 03 and later) (Optional) To reset the password for technicians who use Track-It! credentials to the default technician password, select the Reset the password to default value for Technicians that do not use Windows Authentication check box.
   

   Note

   Selecting the check box does not reset the passwords for technicians who use Pass-through Authentication to log in to Track-It!.

6. Click OK.

   Notes

   • Make sure that you have entered the details of all fields in the Track-It! SQL Database Login Utility dialog box.
     
   • (2020 Release 03 and later) The DBLogin utility does not reset the password for technicians who use Windows Integrated Authentication (WIA) or Pass-through Authentication to log in to Track-It!. Technicians who use WIA can use their Windows credentials to log in to Track-It!.

   Depending on whether you have selected the check box in step 5 or not, one of the following messages is displayed:

   Action	Message
   If the checkbox is selected	The password for all Track-It! system accounts has been reset to the new password. Additionally, the password has been changed to 'default technician password' for all the technicians using Track-It! credentials.
   If the checkbox is not selected	The password for all Track-It! system accounts has been reset to the new password.

   The SMSYSADMIN account password is changed for the following users:

   • _SMSYSADMIN_
     
   • _SMDBA_
   • SELFSERVICE
   • SYSTEMACCOUNT

To troubleshoot 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.
   The Track-It! Log Configuration dialog box is displayed as shown in the following figure:
   
3. 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.

To remove the SQL login accounts by using the SQLLoginElimination utility (2020 Release 03)

1. Open the command prompt.

2. In the command prompt, navigate to the folder where you have installed Track-It! and press Enter.
   Alternatively, copy the folder path and paste in the command prompt.

   C:\Users\<user>>cd <Track-It!InstallationPath>

3. In the same line, type SQLLoginElimination.exe and the username and password of your System Administrator account as shown in the following figure:

   C:\Users\<user>>cd <Track-It!InstallationPath>>SQLLoginElimination.exe <systemAdministratorUserName> <systemAdministratorPassword>

4. Press Enter.
   The utility removes the SQL login accounts and the following message is displayed in the command prompt:
   SQL logins removed successfully.
5. If the utility reports an error in the printed log, repeat step 2 through step 4 until all SQL login accounts are removed successfully.

(2021 Release 01) To collect diagnostic data for troubleshooting

The BMC.TrackIt.Utilities.DiagnosticDataCollector utility helps to reduce the communication iterations between the user and BMC Support.

When you raise an issue with the Track-It! application, the BMC.TrackIt.Utilities.DiagnosticDataCollector utility collects the initial information from your environment. The information collected includes Track-It! logs, Event Viewer logs, database configurations, Track-It! registry entries, and so on.

You can share this information with BMC Support to troubleshoot the issue quickly.

To use this utility, perform the following steps:

1. In the File Explorer, navigate to the Tools folder.
2. Click on the BMC.TrackIt.Utilities.DiagnosticDataCollector application.
   The Track-It! Diagnostic Data Collector dialog box is displayed.
   
3. In the DSN field, select the Track-It option.
4. (Optional) You can update to any database user who has Read Access to the Track-It! database. The Database User field is set to sa by default. 
5. Enter your password.
   To access these logs, valid user credentials are required.
6. In the Access data since last field, enter the number of days for which you want to create the diagnostic log. 
   This is used as an offset to retrieve data like application log files, Event viewer data, NamSysLog records, and so on. The valid values are between 1 and 30.
7. Select the Access ONLY Track related events check box to retrieve information only from Track-It! for the number of days set as an offset.
8. (Optional) In the More information about the issue / environment field, enter any relevant information that you want appended in the collector log.
9. Click OK.
   You can monitor the log collection process in the progress bar.

10. When the log collection is complete, click Log Folder. 
    The TrackItDiagnosticLogs_logCreationDate folder opens. 

    Note

    The logs created are saved by creation date in the TrackItDiagnosticLogs_logCreationDate folder. A new log created on the same day replaces the previous log.

11. Double-click the _TrackItConfigurations file to view the logs collected. 

12. (Optional) Send this log to BMC Support for further analysis.