20.18.xx features
This topic describes the key features in versions 20.18.02 and 20.18.01.
20.18.03
The following table includes some of the major highlights and improvements available in version 20.18.03.
Feature | Description | Additional information |
|---|---|---|
Purchasing | The Purchasing module enables technicians to create and manage purchase orders. The technicians can perform various actions, such as associate a purchase item with a ticket or attachment, add new purchase items, edit and receive purchase items, and so on. |
20.18.02
The following table includes some of the major highlights and improvements available in version 20.18.02.
Feature | Details | Additional information |
|---|---|---|
Change management | Configure change policies and approval processes to create and implement the process for change management. | |
Schedule tickets | Configure schedules for recurring tickets to save time. |
20.18.01
The following table includes some of the major highlights and improvements available in version 20.18.01.
Feature | Details | Additional information |
|---|---|---|
Browser-based client | The new Track-It! is completely browser-based which eliminates complexities of client updates, improves performance, and simplifies deployment. | |
Ticket management | The HelpDesk module enables technicians to create and manage tickets to resolve requestor issues. The technicians can perform various actions, such as send email notifications, assign records, link assets, add attachments, and so on. | |
Search for solutions | The Solution module allows technicians to search and link solutions to tickets. If required, they can also create a solution from the ticket. You can create different topics to segregate the solutions in your knowledge base. | |
Form customization | Based on your requirements, you can customize the Track-It! forms for each module by adding or removing fields, customizing the layout, removing menu buttons, and so on. You can also assign a custom form for each technician group. | |
Business rule engine | Close tickets via email, process tickets differently based on their content or even automatically follow up an hour after a ticket is closed via email to ensure that the everything is running smoothly. The possibilities for automation, streamlining processes, and time savings are almost endless with business rules. | |
BMC Client Management powered asset management | BMC Client Management is now bundled with Track-It! providing the engine that powers Track-It! Asset Management. BMC Client Management provides a robust discovery, auditing, and remote control functionality than the previous Track-It! versions. This also allows us to provide even more client management capabilities in future updates. | |
Quick reports | Need a quick report and you don’t have the time to create a formal report in the Reports module? The Grid view in Track-It! allows you to produce a quick report that you can export to an HTML or Excel format. Simply customize the record view, columns, sort, or group them and so on, and then from the Actions menu, export to a desired view. | |
Technician groups | Groups allow you to easily assign a ticket, notify via email, or change permissions for an entire group of technicians. | |
Segregate data by groups | You can segregate data visible to groups. This enhances the experience for multiple groups by allowing you to control the records that each group can access. | |
Dashboard with drill down capabilities | Configure your dashboard with panels with charts and graphs to view key data that you can customize based on your role. You can save time each morning by opening your dashboard to view tickets that require your attention. | |
Simplified administration | The Configuration module allows you to find settings based on logical groupings or view all settings simultaneously. You can also find what you need using Ctrl-F in your browser window. | |
Multiple email account support | Save time and streamline email processing for your help desk by using automation and the ability to monitor multiple mail boxes. | |
Web-based reporting | Track-It! has a new web-based reporting module that allows you to quickly and easily generate a report. You don't need any third-party software to install or manage. The new reports wizard helps you build a report quickly. |