Language availability

   

Track-It! 2023 Release 02 online technical documentation is also available in the following languages:

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

The displayed language depends on your browser language. However, you can change languages from the Language menu.

Searching for records

You can use global search to find information on the different Track-It! modules quickly.

Important

The following conditions apply:

  • Global Search uses Microsoft SQL Server Full-Text Search. Searching for records may not work if SQL Server is installed without Full-Text search feature. For more information about Full-Text search, see Full-Text Search Open link .
  • Stoplists are applied to Full-Text search. For more information, see Configure and Manage Stopwords and Stoplists for Full-Text Search Open link .
Related topics

How global search functions in Track-It!

You can use keywords to search records in Track-It!. Based on your requirement, you can limit the search to specific modules.

  • Asterisk (*) is the only wildcard allowed, and it can be used only at the end of a keyword or phrase (for example, server*).
  • To search for an exact phrase, the phrase must be enclosed by double quotation marks (for example, "server error").
  • By default, 10 search results are displayed per page.
  • If you select the All of the words and phrases option and search: 

    • database server: The search results display all records that have the words database and server.
    • "database server": The search results display records that have the exact phrase database server.
    • database server "silent installation": The search results display all records that have the words database and server and the exact phrase silent installation.

    Important

    Global search might not give accurate results if stopwords are used in the search query.

  • If you select the Any of the words and phrases option and search:
    • database server: The search results display all records that have either words database or server.
    • "database server": The search results display all records that have the exact phrase database server.
    • database server "silent installation": The search results display all records that have either the words database or server or the exact phrase silent installation.

Fields on which search is performed

The following table provides details about the fields on which the search is performed:

ModulesFields
Ticket
  • Ticket ID
  • Summary
  • Additional Information
  • Text type fields of ticket notes
Solution
  • Topic
  • Summary
  • Solution Text
  • Solution ID
Assignment
  • Assignment ID
  • Summary
  • Additional Information
  • Text type fields of assignment notes
Asset
  • Asset Name
  • IP Address
  • Operating System
  • Asset ID
  • Company Asset ID
  • Part Number (2020 Release 01)
  • Serial Number (2020 Release 01)
  • Asset Tag (2020 Release 01)
Change Request
  • Change Request ID
  • Summary
  • Additional Information
Purchase Order
  • Purchase Order number
  • Purchase Order sequence
  • Additional Information
  • Shipping Information
  • Status (2020 Release 01)

Software licenses (2022 Release 01)

  • Fields in the software title form
    • Software title sequence
    • Software title name
    • Additional information
  • Fields in the software license form
    • Software license description
    • Software license serial number
    • Software license activation key
    • Comments
    • Software license external Purchase Order number

Important

For a software title to be searchable, it must have linked software licenses.

Searching in Track-It!

  1. From the Track-It! header bar, click Search .
  2. In the Search In dialog box, select the required modules to limit your search.
    (2023 Release 01) Depending on the view that you are currently working on, the following modules are automatically selected in the Search In dialog box:

    Open viewModule selected
    Dashboard
    • Ticket
    • Assignment
    • Solution
    • Asset
    • Change request
    • Purchase Order
    • Software license
    Help desk Grid
    • Ticket
    • Assignment
    Announcement Grid
    • Ticket
    • Assignment
    • Solution
    • Asset
    • Change request
    • Purchase Order
    • Software license
    Solution GridSolution
    Reports
    • Ticket
    • Assignment
    • Solution
    • Asset
    • Change request
    • Purchase Order
    • Software license
    Asset Management GridAsset
    Configuration
    • Ticket
    • Assignment
    • Solution
    • Asset
    • Change request
    • Purchase Order
    • Software license
    Change Management GridChange Request
    Purchasing GridPurchase Order
    Software Licenses GridSoftware License
    Profile settings
    • Ticket
    • Assignment
    • Solution
    • Asset
    • Change request
    • Purchase Order
    • Software license
  3. In the search box, enter keywords and click Search In .
  4. On the Search tab, based on your requirement, select an appropriate search option.
  5. The search results are displayed in a separate grid view for each selected module.
    1. You can sort the column values in the grid view in ascending or descending order. By default, the grid view is sorted in descending order of the values in the first column. 
    2. You can filter the data in each column in the grid view.

      • All the columns, except the Date or Time columns and boolean columns have the Contains text box. Enter the required field value in the text box to filter the column data.
        To filter the data in columns having numeric field values, you must enter the exact value in the Contains text box. 

      • The date and time fields have the following filters:

        • Before (selected date)

        • After (selected date)

        • On (selected date)

      • The boolean fields have the following filters: 

        • Yes

        • No

  6. Use the toggle key to switch from grid view to list view. In the list view, the search results for each module are displayed in a separate list.
  7. (Optional) Click a record from the search results to open it in a new tab.
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Comments

  1. Taylor Shaw

    We need the option to be able to search by Requestor Name. This greatly helps us find past tickets. Is there a way to be able to do this?

    May 22, 2024 10:44
    1. Sonal Rajapurkar

      Hi Taylor,

      Thank you for your feedback on the product. We currently cannot search for records by using the requestor’s name.

      We do have the following product ideas available in BMC Community:
      https://community.bmc.com/s/idea/0873n0000004r85AAA/detail
      https://community.bmc.com/s/idea/0873n000000TfVZAA0/detail

      You can vote on either of the ideas and they might be taken up for development in a future release. 

      Regards,
      Sonal

      May 29, 2024 07:46
      1. Taylor Shaw

        Thanks! I have voted for both.

        May 29, 2024 08:05