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Logging in to and logging out of Track-It!

As a Technician, you can start a Track-It! technician session by logging in to Track-It! from a browser.

To enable auto-login for the Technician portal, you must turn on the Active Directory authentication.

Warning
  • To avoid security breaches, an existing technician session might be terminated when you click Refresh, Go back, or Go forward in your browser.
  • IIS controls the default session time of a technician. If the technician is inactive, the technician might be automatically logged out or a warning is displayed when you have not saved data for the current record.

Logging in as a technician by using Track-It! credentials

Perform the following steps to log in by using your Track-It! credentials:

Notes

  • If Microsoft Windows Integrated Authentication (WIA) is turned on, you cannot log in by using Track-It! credentials. You must log in by using WIA or Pass-through Authentication. Contact your administrator for the preferred log in method.
  • (2020 Release 03) After upgrading to Track-It! 2020 Release 03, technicians that use Track-It! credentials must change their password when logging in to Track-It! for the first time after upgrade. You must change the password irrespective of the password policy that might be configured.


  1. In a browser, go to your Track-It! server URL (for example, http://serverName/TrackIt).
    Track-It! verifies your URL and displays the login page.
  2. Enter your credentials as follows:
    • USER NAME—Track-It! Technician User Name
    • Password—Unique password established for the User Name
    • Group—Assigned group for the technician. If the technician is assigned to multiple Groups, select a Group.

  3. Click Log In.

    Note

    When you log in to Track-It! for the first time, you might be prompted to change your password. Technicians must change their password before proceeding.

    A welcome message is displayed after you have logged in successfully.

If you are already logged in to a Track-It! session from a different device, you are prompted to close the existing session.

  • To close the existing session and start a new session, select Yes.
  • To keep the existing session, select No.

When you start a new Track-It! session, the new session overwrites any other session that is already open.

Logging in as a technician by using WIA

You can log in by using WIA.

(2020 Release 03) If the technician account is created or updated by using WIA, the technician cannot log in by using Track-It! credentials.

(2020 Release 03) If the technician account is updated from WIA to use Track-It! credentials, the technician password is reset to the default technician password.

(2020 Release 03) If a technician changes the login method from Track-It! credentials to WIA, the associated Track-It! credential becomes invalid and the technician can no longer log in by using Track-It! credentials.

Prerequisites

The following prerequisites apply before you use WIA to log in to Track-It!:

  • The Enable Windows Authentication check box must be selected. This check box is available under Configuration > Application Settings > User Authentication > Windows Authentication.
  • The Use Windows Authentication check box must be selected for the technician account.
  • The technician account must have a Windows User ID.

To log in by using Windows Authentication

  1. In a browser, go to your Track-It! server URL (for example, http://serverName/TrackIt).
  2. On the Login page, click Login using your Windows account.
    Alternatively, you can go to http://serverName/TrackIt/Login.
  3. In the Help Desk section, select your preferred group.
    You select your preferred group only when you log in for the first time.

Logging in as a technician by using Pass-through Authentication (2020 Release 02)

Use your Windows Domain Name, User Name, and Password to log in to Track-It!.

(2020 Release 03) If the technician account is created or updated by using Pass-through Authentication, the technician cannot log in by using Track-It! credentials.

(2020 Release 03) If the technician account is updated from Pass-through Authentication to use Track-It! credentials, the technician password is reset to the default technician password.

(2020 Release 03) If a technician changes the login method from Track-It! credentials to Pass-through Authentication, the associated Track-It! credential becomes invalid and the technician can no longer log in by using Track-It! credentials.

Prerequisites

The following prerequisites apply before you use Pass-through Authentication to log in to Track-It!:

  • The Use Windows Authentication check box must be selected for the technician account.
  • The technician account must have a Windows User ID.

To log in by using Pass-through Authentication

  1. In a browser, go to your Track-It! server URL (for example, http://serverName/TrackIt).
  2. In the USER NAME field, specify your Windows User ID in the following format: domainName\userName.
  3. In the Password field, enter your Windows password.
  4. In the Group field, select the assigned group for the technician.
  5. Click Log In.

Notes

  • Password change capability in Track-it! is limited to changing the Track-It! password only. With Pass-through Authentication turned on, you cannot change your Track-It! password. You can manage changes to the Track-It! password through the Windows account management only.
  • In Windows Active Directory, if the Change password for next login option is set, you must first log in to Windows at least once and complete the password change action. You cannot log in to Track-It! until you have changed your Windows password.

  • If your Windows password is changed in the Active Directory while you are logged in to Track-It! and the User must change password at next logon check box is selected, you get the following error message the next time you log in to Track-It!:

    The user's password must be changed before signing in.

    To resolve this problem, you must change your Windows password or clear the User must change password at next logon check box before trying to log in to Track-It! by using Windows Authentication or Pass-through Authentication.

Logging out of a Track-It! technician session

Perform the following steps to log out:

  1. Click the My Profile icon at the top-right corner of your screen.
  2. Click Log Out.
    The technician is logged out of Track-It! and the Login screen is displayed.

Important

Track-It! sometimes experiences automatic logouts or actively working sessions sometimes time out. Some of the causes for this are as follows:

  • Track-It! DB and Application Server are in different time zones.
  • A large number of recurring jobs are scheduled on the application server.
  • There are failed Business Rules in Business Rules Job Queue.
  • The auto recycle settings of the IIS (Internet Information Services) are enabled.

For more information, see Troubleshooting: Session timeouts or Track-It! logouts automatically when actively working


Related topics

Using-For-technicians

Creating-and-managing-technicians

Enabling-Microsoft-Windows-Integrated-Authentication-for-Track-It


 

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