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Track-It!

73 posts
Toby Draper

Updating Track-It!

Posted by Toby Draper Employee Nov 14, 2017
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The Track-It! Support Team are asked a lot of questions about upgrading the product to the latest version - Track-It! 11.4 Service Pack 1.

We recommend all customers are up to date with this release to benefit from;

 

  • Improved performance
  • Increased security
  • Being better positioned for future upgrades.

 

We have provided this post in the hope that it will answer many of your questions before they arise and point you in the right direction to the information and resources that will assist you in this process. Please find links to these resources below. We have produced a short video to guide you on how to use this information.

 

 

As discussed in the video, our Docs Portal provides the information you will need to help you in the planning stages of your upgrade.

 

Home - Track-It! 11.4 - BMC Documentation

 

Once there, you will need to log in (see video below for help with that). The Release Notes include information on existing and resolved defects in the current version and also new functionality and enhancements. The System Requirements are there so you can decide whether you use approved Operating Systems, SQL Database versions and browsers to allow you to work with the Track-It! product or whether you need to purchase or upgrade any hardware or software

 

 

Access our Knowledge Base via Support Central. It is constantly being updated to ensure you have the information necessary to resolve many of the issues TI customers face.

There are lots of articles which support the upgrade process. For example, when you have identified your current version and are unsure about the steps you need to take to upgrade to the latest release, this article will guide you through the process;

 

How to upgrade from Track-It! 9 or 10.x to Track-It! 11.4 Service Pack 1

 

... and this article provides a detailed summary of the final step - the upgrade to version 11.4 Service Pack 1

 

How to upgrade to Track-It! 11.4

 

If you are unable to access these Knowledge Articles, this video explains how easy it is to register at Support Central - BMC Software and to search the Knowledge Base for articles and to log a case via our portal if you do not find what you are looking for;

 

 

Occasionally, you may have an urgent issue where it is necessary to call us to save time. In these scenarios, our Contact Centre will log a case for you at the appropriate priority level and a Track-It! technician will be in touch.  But for the majority of issues that we see in the Support team, it is much more efficient for you to engage with us via our Portal.

There is a Knowledge Base article associated with the majority of the questions we are asked by our customers and, as mentioned, if you do not find what you are looking for, you can click a link to the Self Service Portal and log a case. This will allow you to tell us about the the issue in your own words and provide any screenshots and logs you think will help us resolve the issue.

A member of our team will then contact you.

 

Here are our Severity definitions on which we base our response times;

 

BMC Support Severity Level Definitions - BMC Software

 

... but most of the time, you can count on us to respond to you much more quickly.

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Our annual user conference this year has a new name. The conference formerly known as Engage, is now the T3 Service Management & Automation Conference and will be held November 6 - 10, 2017 at The Palms Hotel and Casino in Las Vegas.

 

The conference this year is being sponsored by TTT: Tools, Technology & Training Company with BMC Software as a Flagship sponsor. Together, we plan to bring to you a robust conference focused on the Tools, Technology and Training that you need to succeed in your roles and get the most our of the BMC solutions you use. 

 

The conference website is accessible by going to http://www.tooltechtrain.com

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Based on the initial success of the Production Beta Program for Track-It! 2017, we have decided to open the door for a limited number of additional participants. This program gives you the opportunity to migrate to the new Track-It! Beta platform before it is available to the general public. Not only will you be able to take advantage of new features and functionality, you will also have the opportunity to directly interact with our development and product management leaders, as well as take advantage of our Production Beta Concierge Support service which provides access to dedicated support engineers, product management and developers for any issues or questions that arise during your implementation.

 

Check out what other Beta customers are saying:

 

• I much prefer the new Track-It! because it is entirely web based, no thick client to install, it seems more responsive than 11.4, configuration seems more straight-forward compared to the Admin Console in 11.4 and the Business Rules engine presents a huge opportunity for better automation...

 

• I would encourage new customers to migrate and provide feedback along the way… what’s working? What isn’t? What features are you looking for? It is a great product and it’s going to get better, I’m certain.

 

• My team noticed performance is better than the thick client, I am thinking it is due to how it is coded or the database is configured.

 

• Only a few folks are running Beta so I feel the attention we get is greater than if we waited until the general release.

 

This offer is only available to Track-It! customers with an active support contract with BMC. So far, the only modules that are ready for testing are the Help Desk, Solutions and Self Service modules and their supporting features like Business Rules, SLAs and Directory Importer.

 

If this matches the way you currently use Track-It! and you are interested in making the jump to the new platform early, please email TrackItTeam@bmc.com to request an invite to the Production Beta program.

 

If you use other modules besides these, don't worry, we are actively working on adding those to the platform and will have more Beta opportunities to try out those new modules when they become available.

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If you are the type of person who loves to see what is going on behind the scenes or loves to tinker with the latest and greatest software updates before the rest of the general public, then this is the place for you.

 

As you may already know, we are hard at work on a new version of Track-It! that is based on a completely new platform, is 100% browser based and will provide you the most significant increase in functionality that we’ve released in quite a while. This is an extremely exciting development project for us and we would like you to be a part of it.

 

That is why we created the Track-It! Developers Circle program. This program is much different than traditional beta programs and provides members with an unprecedented ability to influence the development of Track-It! as it happens. Most beta programs provide customers with access to a product after its development is nearly complete and when the opportunity for significant customer input is limited. The Track-It! Developers Circle on the other hand, gives you access to the product, the developers, and the product managers throughout the process of designing, developing, and releasing the product.

 

Once accepted into the program, you will have access to new Track-It! functionality as it is developed. This includes changes to the user interface, form customization tools, business rules, full browser based client, enhanced email integration and other new components as they complete their development. You will have the opportunity to review and provide us with your thoughts on the functionality and to help us make upcoming versions of Track-It! better than ever.

 

There is no cost to be part of this program and it is available to all Track-It! customers, regardless of size or how long you have been using the product. All we ask is that you try out new functionality as it becomes available and share your feedback with us.

 

In order to participate, please do the following

 

  1. Register for a BMC account if you don’t have one. Click https://webapps.bmc.com/profile/register. Be sure to check “Access to BMC Support” section and provide a “Support Contract ID” with the Track-It product.
  2. Have a Support Contract ID with the Track-It product
    • Log into your account http://www.bmc.com/support/support-central.html
    • Click on “Edit Profile”
    • Click on “BMC Support Access” Section
    • Enter “Support Contract ID” (if you have Support Contract ID already entered and need to add/update, follow the link from "manage your support subscription, please click here")
    • Click “Submit”
  3. Login to communities.bmc.com. Use your email address if login for the first time and you will be prompted to create an account.
  4. Complete this Pre-Release Subscription Service Agreement
  5. Click this link and click “Ask to join this group” button to request access to the Developers Circle

 

Most applications will be reviewed and accepted within 1-2 business days.

If you have any questions about the program, please email trackitteam@bmc.com

 

This new program will provide you with unprecedented ability to influence the future of Track-It! and help us deliver an amazing product.

 

We hope you will join us.

 

Thank you for your ongoing support of Track-It!

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Hello Track-It! Community!

 

The BMC Engage user conference Sept 6-9 in Las Vegas is fast approaching and we have been hard at work putting together some great sessions for you.engage.png

 

Have you registered for the conference yet? Register Now

Check out this Bubble Agenda to see all the sessions available by day!

BMC Engage 2016 Bubble Agenda - RRR.se

 

There is still time to take advantage of the early bird rate which expires August 11.

 

Need to justify the trip? Here is a sample letter to help you justify it to your management - Justification Letter

 

Here are the Track-It! activities that have been planned so far:

 

Sessions:

 

Evening with the Engineers:

A chance to geek out with the people behind the products you use. This is a casual, unstructured event where Track-It! product representatives and other users can chat about products and technology, without the stuffy slide decks and formal presentations. Dress is casual and snacks and drinks will be served.

 

1:1 Meetings with the Track-It! team

 

Fun Events!

There are also plenty of chances to have some fun, including a Charity Run, Pub Crawl on the Showcase floor and the BMC Jam Party!

 

This is a great opportunity to learn more about Track-It! and learn best practices and network with the Track-It! product team and other Track-It! users.

 

Hope to see you there!!

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Track-It! 11.4 Hotfix 3 (11.4.0.440) addresses two high severity Security Vulnerabilities.


Track-It! 11.4 Security Vulnerability: unauthorized access thru Track-It! Service components


Exploit published in CVE-2014-4872 was addressed in 11.4 Hotfix 02 (11.4.0.435). The new exploit that is specific for 11.4 Hotfix 02 was recently reported. This new exploit can traverse to parent paths of Track-It! server, upload a file and execute code under the IIS user.

The exploit leverages ConfigurationService and FileStorageService services, which allows uploading a file anywhere in the Track-It! server’s file system by means of parent path traversal and execute arbitrary code via a .NET Remoting request to (1) FileStorageService or (2) ConfigurationService

 

More details on this vulnerability can be found in Track-It! knowledge base here:


We have reviewed and prioritized the issue as High (1). We highly recommend that you apply the 11.4 Hotfix 3 cumulative patch.

Resolution:


These vulnerabilities are addressed in Track-It! 11.4 Hotfix 3 (11.4.0.440)


This Track-It! product updates are available in “Product Downloads” section on http://www.bmc.com/support.


Download Instructions:

Please refer to instructions on Electronic Product Download - BMC.com to know more about how to get your product, patches and documentation downloads.


Should you still wish to contact support regarding this issue, please reference TL1069845 & TL1069846

This security Vulnerability was found & reported by “Pedro Riberio working with Beyond Security's SecuriTeam Secure Disclosure program”

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This reminds me of one of my favorite Christmas movies of all time, Elf.

 

In one of the early scenes of the movie, Santa returns from his journey delivering presents for Christmas and announces to the elves that their hard work has paid off and made Christmas a great success. This of course is followed by cheers from all the elves. He then goes on to say its time to start getting for next Christmas which results in even more cheering.

 

Even though it seems Engage 2015 just ended, it's already time to start planning for Engage 2016. The Engage team has put out the call for topics/papers in the blog post below and we need your help.

 

https://communities.bmc.com/community/engage/blog/2015/12/14/we-need-you-share-topics-for-engage-2016#comment-75242

 

If you have ideas for topics you would like to share or you would like to see shared at Engage 2016, please submit them for consideration. If you are chosen as a presenter at Engage 2016, you will receive free conference admission!

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start now.jpg

 

BMC training schedule is posted for January and February.  We want you to be successful in BMC solutions.  We run classes year round and worldwide across the BMC product lines.  Below are the classes listed by class/product name.


Review the below and register today.  Please check BMC Academy for latest availability, BMC reserves the right to cancel/change the schedule.  View our cancellation policy and FAQs.   As always, check back in BMC Academy for the most up to date schedule.


To see all our courses by product/solution, view our training paths.


Also, BMC offers accreditations and certifications across all product lines, learn more.

 

For questions, contact us

Americas - education@bmc.com

EMEA - emea_education@bmc.com

Asia Pacific - ap_education@bmc.com

 

Class
Date/Location
BMC Track-It! 11.1: Administering13 January / Americas / McLean, VA
BMC Track-It! 11.1: Boot Camp

20 January / Americas / Online

17 February / Americas / Houston, TX

BMC Track-It! 11.1: Using11 January / Americas / McLean, VA
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It has been a few weeks since Engage and we are already starting to think about next year. I just wanted to take a moment to thank those that attended this years event. The feedback from everyone has been extremely positive and the overall feeling is that everyone learned a lot during the event. If you received a Survey from us, please fill it out as we are always looking to improve these events and your feedback helps.

 

Not only did everyone learn a lot, we all had a great time getting to know each other and getting some exercise as well. For everyone who attended, I hope you had a great time and can make it again next year.

 

For those who didnt make it, pre-registration for Engage 2016 has already begun so there is plenty of time to get approval from your boss to attend next year!

 

I am enclosing a few photos from this years event and I look forward seeing you all back at the Aria next year at Engage 2016.

 

2015-09-08 19.52.40 HDR-2.jpg20150909_061724.jpg20150909_063732.jpg2015-09-10 09.07.21.jpg

2015-09-10 20.52.31.jpg

Lance Paulauskas, Michael Johnson, Serena Lambiase, Nasrin Azari, Douglas Hynes, Matt Laurenceau, Mrinalini Wankhede

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Things are changing with Track-It! and we have some good news to share with you today.

 

As you may already know, we are hard at work on a new version of Track-It! that is based on a completely new platform, is 100% browser based and will provide you the most significant increase in functionality that we’ve released in well over 5 years.

 

This is an extremely exciting development project for us and we would like you to be a part of it.

 

We are pleased to announce the start of our new Track-It! Developers Circle program.  This program replaces all of our legacy beta programs and will provide members with an unprecedented ability to influence the development of Track-It! going forward. We’ve designed the Track-It! Developers Circle to be very different than traditional beta programs.  Most beta programs provide customers with access to a product after its development is nearly complete and when the opportunity for significant customer input is limited.  The Track-It! Developers Circle, on the other hand, will give you access to the product, the developers, and the product managers throughout the process of designing, developing, and releasing the product.

 

If you are accepted into the program, the Track-It! development team will provide you access to new functionality as it is developed. This includes the new user interface, form customization tools, business rules, full browser based client, enhanced email integration and other components as they complete their initial development.  You will then have the opportunity to review and provide us with your thoughts on this new functionality and to help us make this upcoming version of Track-It! better than ever.

 

There is no cost to be part of this program and it is available to all Track-It! customers, regardless of size or how long you have been using the product. All we ask is that you try out new functionality as it becomes available and share your feedback with us.

 

If you are interested in joining this program, complete these 2 steps:

 

  1. Visit this link to sign the online non disclosure agreement http://bit.ly/TIdevcircleNDA
  2. Request access to the Developers Circle community here Track-It! Developers Circle

 

After doing this, most applications will be reviewed and accepted within 1-2 business days.

If you have any questions about the program, please email trackitteam@bmc.com.

 

This new program will provide you with unprecedented ability to influence the future of Track-It! and help us deliver an amazing product.

 

We hope you will join us.

 

Thank you for your ongoing support of Track-It!

 

 

 

The information contained in this letter is the confidential information of BMC Software, Inc. and is being provided to you with the express understanding that without the prior written consent of BMC, you may not discuss or otherwise disclose this information to any third party or otherwise make use of this information for any purpose other than for which BMC intended.  All of the future product plans and releases described herein relate to BMC’s current product development considerations, which are at the sole discretion of BMC and are subject to change and/or cancellation at any time.  BMC cannot and does not provide any assurance as to whether these plans will result in any future releases of the nature described.  These future product plans should not be viewed as commitments on BMC’s part and thus should not be relied upon in customer purchase decisions.

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We are excited to inform you that Track-It! will be represented at BMC Engage for the 2nd year in a row. The Track-It! sessions for the 2015 BMC Engage User Conference have now been posted to the Engage website. We look forward to meeting you and helping you get the most out of Track-It!  Early bird registration pricing is still in effect until August 7th so register soon!

For information about Engage, a list of all the Track-It! sessions available or to register today, visit http://bit.ly/trackit_engage.

 

We hope to see you there!!

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SQL Server CALs are Client Access Licenses and are required by Microsoft licensing in order for client computers to access a SQL Server. Seems simple enough. However, you don't need CALs in some scenarios. Sometimes they are covered by Software Assurance. What's that you ask? It is like a free upgrade maintenance program for Microsoft software that you can subscribe to. Sometimes CALs are covered by MSDN subscriptions. Sometimes, you don't need CALs at all. If you use Server, Processor or Core based licensing, you may already have what you need. If you are using Core+CAL licensing or Server+CAL licensing for your SQL server, you may or may not need CALs depending on how many you already have and how many you need. If you are using SQL Express edition, you don't need Core, Server or CAL licenses because Express Edition is free.

 

Confused yet?  Most people are at this point.

 

In very general terms, SQL Server is a database server, which users can access directly or indirectly through an application. In either case, whether accessed directly or indirectly, users require licenses.

 

In the case of Track-It!, you have Help Desk Technicians and End Users. Those 2 groups of people access the SQL Server indirectly through either the Track-It! Windows Client, Track-It! Web Client or Track-It! Mobile Client. If you have 5 help desk technicians and 100 end users that they support, you will either need 105 CALs or a version of SQL Server that has Processor or Core licensing to cover those users. You might be curious about the Track-It! Audit or the Track-It! Discovery or other products. Those products collect data that is copied up to the Track-It! Server as XML and the Track-It! Server imports that data into the SQL server so you do not need CALs for all the systems being scanned or audited.

 

The best answer to this question is to contact a Microsoft dealer in your area or speak with whomever you purchase your Microsoft licenses from already.

 

If you don't know who to contact, visit the site below and chat with a Microsoft licensing expert who can help you.

SQL Server 2014 | Microsoft

 

Here is a great blog on Microsoft Licensing that also helps explain this.

Licensing How To: When do I need a Client Access License (CAL)? - Microsoft Volume Licensing Blog - Site Home - TechNet…

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There are some important changes coming for the Track-It! Support team that will allow them to take advantage of some of the infrastructure we have here at BMC. The full details of the changes are documented in the letter below from our director of Track-It! support.

 

April 2015 Changes to Track-It! Support Processes

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I receive this question from users periodically and I hate to start off by saying "It depends", but it does.

 

This type of setup, while fairly common, is not something to be taken lightly nor something that our Track-It! technical support team has expertise in. Please bear in mind that the things discussed in this article are necessary considerations for any public facing website that must interface with an internal network. These cautions and suggestions are not specific to Track-It! Web and involve a number of systems and settings that are outside of the context of Track-It! Web. There are many factors involved with setting up this type of scenario and doing so in a way that is appropriate and secure for your environment. The setup will involve important decisions and configurations in your environment which our technical support team will not have knowledge of or be able to answer for you. While they may be able to guide you in best practices and examples of what most people do, they cannot make the decision for you or configure the system for you.

 

To begin, there are several different ways you can accomplish this task depending on your technical ability, the resources you have available at your company/location, how you want to present this information to the users (raw IP address vs. pretty domain name) and how secure your system needs to be.

 

Generally speaking, this type of setup should not be attempted by someone without experience with these types of configurations as you could potentially expose your network and internal systems to external intruders. This type of setup normally requires assistance from someone who is experienced with advanced network security, working with a DMZ, IIS web server setup, domain registration, domain hosting, DNS configuration, Proxies, SSL and firewall/switch configuration. The process can be fairly involved depending on the configuration used.

 

Normally, working with someone with IIS Admin experience and network security, Track-It! Web is installed on a separate IIS Web server placed in a DMZ. That server is given an external IP address so that users out on the internet can access it. It is best practice to also obtain an SSL cert and install it on the web server so that all connections to the Track-It! Web site are performed securely over HTTPS. If you want a nice domain name like mycompany.com/helpdesk then you would need to work with a website administrator to get that URL/Domain setup and pointed to the public IP address or to add a /helpdesk virtual directory entry that points to your Track-It! Web server. The Track-It! Web server also has to have access to the Track-It! server and to the Track-It! SQL server. This can be done by opening ports, using proxies and other methods that people much smarter than I have come up with and understand how to set up. However you do it, at the end of the day, the Track-It! Web server needs to have a public IP address, be segregated outside your internal network for security and still have access to the SQL and Track-It! servers.


Once you have this set up, your users should be able to connect to the IP address or URL that you have setup in order to get to Track-It! outside your company network. Other things to consider are the Technician/Mobile Web site and the Self Service site.  You will need to have two different public links pointing to each of these if you are exposing both applications outside your network.


I know this article has not explained specific setup steps in order to set up this type of configuration but that is on purpose. Something like this should not be set up by someone who does not fully understand network security, the structure of the network and the policies and regulations of your company and/or industry. In the end I hope this information has been helpful.

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