2021 Release 01

Updates to _SMSYSADMIN_ user password and BCM Admin password

You can now set up the _SMSYSADMIN_ user password and the BMC Client Management Admin user password while installing Track-It!.

For more information, see the following topics:

• Installing-in-Standard-mode
• Installing-in-Evaluation-mode
• Upgrading-from-one-build-of-Track-It-to-another

Updates to Track-It! utilities

You can use the BMC.TrackIt.Utilities.DiagnosticDataCollector utility to read information on the application server and share with BMC Support, if necessary.

For more information, see Using-Track-It-utilities.

Updates to upgrade paths supported

The upgrade paths supported for Track-It! 2021 Release 01 are updated.

For more information, see Upgrading-from-one-build-of-Track-It-to-another.

Updates to exporting reports

You cannot import reports exported from Track-It! 2021 Release 01 to Track-It! 2020 Release 03 and earlier. 

For more information, see Designing-and-generating-reports.

Updates to creating a ticket from Self Service

On the New Ticket form:

• The Callback Number field is renamed to Alternate Phone.
• The Requestor Phone field is added.

For more information, see Reporting-issues-in-Self-Service.

Updates to configuring Business rules

The Include attachment(s) from recordType check box is added to the Notification Details dialog box.

For more information, see Define a business rule to send a notification to all technicians in a group.

Updates to configuring schedules on a recurring basis for ticket, Active Directory import, and report

The daily recurrence pattern for the report schedule, ticket schedule, and import schedule is updated.

For more information, see the following topics:

• To configure a schedule for an Active Directory
• To configure a schedule for a recurring ticket
• Creating a report schedule

Updates to configuring Self Service language

After upgrading to Track-It! 2021 Release 01, you can format the notification messages and field labels that are shown in Self Service by using the syntax from the new system library. 

For more information, see Configuring-Self-Service-language.

Updates to system settings

The Mark Notes as Private check box is renamed to Mark Ticket Notes private by default. The Ticket Notes Default Behavior section is renamed to Help Desk Notes Behavior.

For more information, see the following topics:

• Configuring-system-settings
• Adding notes to a record

Updates to system requirements

The web browser versions have been updated.

For more information, see Web browsers.

Updates to selecting the status type Close (C) for tickets and assignments

The Resolution required on close for Tickets and Assignments check box is added to System Settings.

For more information, see the following topics:

• Configuring-system-settings
• To edit or close a ticket
• Editing or closing an assignment
• Updating record status

Updates to configuring an incoming email mailbox

The Validate Server Certificate check box is added to the Add Incoming Mailbox dialog box.

For more information, see To configure an incoming email mailbox.

BCM 21.02 compatibility

Track-It! 2021 Release 01 supports BMC Client Management 21.02.

For more information, see Software requirements.

Updates to working with Parent tickets

If you select the Close (C) status type for a Parent ticket from the Ticket form, then the open Child tickets and the open assignments linked to the Child tickets are closed. The resolution note that you added to the Parent ticket is added to the Child tickets and the open assignments linked to the Child tickets after they are closed.

For more information, see Working-with-Parent-tickets-2020-Release-01.

Updates to closing tickets and assignments from the Track-It! Mobile App

You can add a resolution note to a ticket or an assignment when you are closing it from the Track-It! Mobile App.

For more information, see the following sections:

• Creating-and-managing-tickets-from-the-Mobile-App
• To work with linked assignments in the Mobile App

Updates to closing a ticket from the Ticket form

When you select the Close (C) status type for a ticket from the Ticket form, then the open assignments linked to the ticket are closed and the resolution note that you add to this ticket is added to the open linked assignments after they are closed.

For more information, see To edit or close a ticket.

Updates to closing the last open assignment from the Assignment form

When you select the Close (C) status type for the last open assignment that is linked to an open ticket from the Assignment form, then the open ticket is also closed. The resolution note that you add to the last assignment is added to the linked ticket after it is closed.

For more information, see Editing or closing an assign

Updates to creating a ticket or an assignment without using a template

The topics for creating a ticket or an assignment without using a template have been updated.

For more information, see the following sections:

• To create a ticket without using a template
• To create an assignment without using a template