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A slightly belated Happy Easter to you! I hope you had as enjoyable break as I did!!


This month, I wanted to take the opportunity to hopefully bring to prominence some of the useful material that has been published in the Track-It! Product page that may take some scrolling to eventually find as more and more members of the Track-It! community post new discussions and ideas. So here’s a chance for you to bookmark some of these posts if you missed them first time round.


Customers with a maintenance contract will have access to our Knowledge Base at;


… although much has been posted here in the community with more of an emphasis on “how to” rather than publishing resolutions and work arounds to known issues. There is content I have used when investigating faults with customers, just to ensure I am being thorough, leaving no stone unturned and I have often sent links to some of these posts to customers who have logged a call with our Technical Support team. All the material I’d like to highlight today was published by members of the Support team or by Product Management.


If there is anything posted by a customer/end user that people use as a point of reference to help them with their everyday running of Track-It!, please do link to it in the comments section below this blog. Also, if anybody working with Track-It! has a particular approach or “aide-memoire” that they think would be useful to others, please do post a discussion. Even if it is something that has been covered in BMC Communities before, it still has value since we are all coming from our own unique perspectives.



I vaguely knew what this meant from my ceaseless addiction to American movies and TV. But I had to use Wikipedia to get a proper definition;


101 (term), The first course in a subject taught at a college or university in Australia, Canada, South Africa, or the United States. By extension, "Topic 101" is used generally to indicate the basics of any subject. Used this way, it is always pronounced "one-oh-one".

My colleague Keith Scarborough posted a series of "101s" on the Track-It! Inventory module. They are a really useful source of reference on the subject and while covering off the basics, they go some way to help develop a more advanced understanding of this module.

Track-It! Inventory 101

Track-It! Inventory 101 – Discovery

Track-It! Inventory 101 - Workstation Manager

Track-It! Inventory 101 - Initiating an Audit

Track-It! Inventory 101 - Audit and Merge

In a similar vein, last September I blogged about triggering audits externally from Track-It!, utilising Group Policies in Active Directory so that a user’s PC is audited each time they log in;

Next up, Keith and another colleague, Chris McLane have written some really useful notes and tips on the subject of incoming and outgoing email…

This is by Chris. I found it useful to refer to in a support call the other day, not for intended purpose but just as a reminder about how Track-It! appends replies to Work order notifications to the relevant Work Order when the Email Conversation feature is used;

E-mail replies cause new work orders to be created even though "RE:" rules are in place

This post serves as my reminder that;The "Use E-mail Monitor Address for e-mail" option should ONLY be enabled in environments where it is necessary to have multiple help desk e-mail addresses that are forwarded to the main E-mail Monitor inbox. Even then, the option should only be enabled if it is absolutely necessary to have notification e-mails appear to come from the address to which e-mails were originally sent."

Notification e-mails from Track-It! appear to be sent from a user rather than the address configured in the Administration Console

As for this setting – I didn’t know about this when I set out to draft this article. I usually advise customers that the Track-It! Event policies cover off most notification requirements and, on balance probably negate the need for an “auto-reply” to mails to the monitor. But now I have seen this setting in the config file, I can think of one or two recent conversations where this change to the config file will be of use;
How to disable the auto-response e-mail sent to the user after successfully appending additional information

Keith has made contributions about database and server management. This piece discusses the warnings generated by Track-It!;

Track-It! Database 101: Index Health Unsatisfactory warning

… this summarises some of the back-end configuration of the SQL database;Track-It! Database 101:

Transaction Logs and Recovery Model

… and here he devised a more user friendly way of moving a Track-It! installation to new hardware;

How to Move or Copy Track-It!; the newer, simpler method

Benny Morrison worked with the Track-It! Product for a number of years. I have enjoyed his whimsical blogs about Track-It! that he wrote before moving on to our Footprints Product team;

What is Track-It!?


Track-It! is our baby...

… as well as the more conceptual, high level articles he’s written about managing Help Desks in general and how Track-It! may fit into your plans

Getting organized with Track-It! - The top 3 myths about organizing your Help Desk


Cris Coffey is still very much involved in the Product Management of Track-It! and in driving this product page in BMC Communities. You can get a sense of his history with the product here;

15 years. How things have changed.

… and I wanted to emphasise this post Cris made to give you a sense of how important this community to the future evolution of Track-It! and how your Ideas are actively being selected to be integrated in future releases;

First Track-It! release after Ideas module


Finally, more from me. The latest version of Track-It! released is v11.2. If you are planning to upgrade to this version any time soon, you should consider the following;

The Pulse: Track-It! 11.2 Cool Stuff

The Pulse - Track-It! 11.2... Countdown to upgrade

The Pulse - Track-It! 11.x - Office 365 and SMTP and more general Notification troubleshooting tips