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10 Posts authored by: Brian Da Silva Employee
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Today i wanted to provide a list of Business Rules use cases or scenarios that are commonly asked by our community in support calls. To learn more about configuring Business Rules in Track-It! visit our website IT Help Desk Software for Small to Midsize Businesses - Track-It!  or go to our product documentation page: Configuring business rules - Documentation for Track-It! 20.20 - BMC Documentation .

 

Scenario 1:

How to create a Business Rule to Notify Requestor/Technician when a Ticket Notes is added

How to create a Business Rule to Notify Requestor/Technician when a Ticket Notes is added

 

Scenario 2:

Track-It 20.xx: How to reopen closed Tickets.

Track-It 20.xx: How to reopen closed Tickets.

 

Scenario 3:

Track-It! 20.xx - How to send notification to Technicians when a ticket assignment has been assigned to them

Track-It! 20.xx - How to send notification to Technicians when a ticket assignment has been assigned to them

 

Scenario 4:

How to close the ticket automatically after a certain amount of time using a business rule in Track-It! 20.xx

How to close the ticket automatically after a certain amount of time using a business rule in Track-It! 20.xx

 

I hope these scenarios are helpful in creating your workflows in your organization. I will keep updating this blog post with more such scenarios in future. Thanks for reading...

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A poorly maintained or unmaintained database can adversely affect application performance and can even lead to downtime or data loss. The only way to mitigate the risk of such a problem is effective maintenance of the database.

Database Maintenance is a process that helps in the smooth functioning of the database. It includes an array of activities that must be scheduled to be performed on a pre-defined basis.

The following is a checklist of 6 items that should be in place for all of your SQL Server database servers.  Some of these items are pretty basic and easy to implement, while others require a higher level of effort to think through what is needed and then to implement the process.

These items are not necessarily written in any priority order, because not any one of these items is a complete database management plan it really requires all of these items to be thought about, addressed and implemented.

 

1. Backups

This is one of the most basic items to be addressed.  Everyone knows that a good solid backup plan should be in place for all databases, but time and time again I run across servers where the wrong or no backup plan is in place.

To get started you need to ask yourself a few questions such as the following:

  • What are you trying to recover from when a failure occurs?
  • How much data can be lost? A day, one hour, a week, none...
  • What kind of processing occurs, transaction based, batch loading, a combination?
  • Can the data be easily recreated if there is a failure or is this the only source of this data?

This is just a short list of questions to ask, but once these are addressed this will allow you to determine; 1) the recovery model for your database and 2) the backup processing. Depending on your needs your backup plan may look like one of the following:

  • Daily full backups only
  • Daily full backups and transaction log backups every hour
  • Daily full backups, transaction log backups every 15 minutes and differential backups every 4 hours

Note: If you are unsure what to do, start with at least full backups on a daily basis.  If your data is very important and you cannot easily recreate the data, change your database recovery model to FULL and implement both full and transaction log backups.

See: How to backup a Track-It! 2020 database

 

2. Run Integrity Checks

Another area that should be addressed is the integrity of your data.  SQL Server offers a few options to address this such as DBCC CHECKDB, DBCC CHECKTABLE, DBCC CHECKALLOC, etc...

These commands check the allocation, structure and logical integrity of all objects in your database.  In addition, to running these commands either through maintenance plans, maintenance jobs or via a query window you also need to analyze the data to look for any integrity issues that need to be addressed. 

 

3. Maintain Indexes

Indexes are those helpful pointers that allow you quick access to your data pages in your database.  When indexes are newly created the structure is nice and clean and everything works great by accessing your data via the index instead of having to scan the entire table.

Over time these helpful indexes become fragmented and take up unnecessary space and accessing your data pages is not as efficient as it was when the indexes were first created.  This is where index maintenance is a critical process that needs to be in place.

See How to Rebuild Indexes on a Track-It! 2018 database to improve performance of Track-It!

 

4. Review SQL Error Logs regularly

There are several areas where SQL Server logs information about processes that are occurring as well as errors that occur.  The most used is probably the SQL Server Error Log.  This error log gives you startup information, integrity check information, backup information, etc... as well as any SQL Server errors that occur.  In addition to these internal SQL Server logs you should also use the Windows Event Log to find other errors that may be occurring or possibly additional information that is not in the SQL Server logs.

Reviewing the logs should be part of your daily routine for checking the health of your system.  The ideal way to handle this is to use some tool that automates the alert process when there is an error, but either way you should keep these error logs on your radar list as something to review each day.

5. Test Backups

A SQL Server backup is only good if the restore works.  No matter how many backups you take of your database if you cannot restore the file when needed there is no point in doing backups in the first place.  The only way to determine if your backup/restore process will work is to periodically test on another server.  This not only gives you peace of mind that the restore was successful, but this also gives you an idea of how long the entire process will take if you ever need to do this on your production server.  Having this little insight and the time it will take to recover you database will go along way when you have people breathing down you neck.

In addition to testing, you should also use the RESTORE VERIFY option when creating your backups.  It doesn't necessarily tell you that the restore will not have any issues, but it will at least prove that SQL Server can read the entire backup file without a problem.

 

6. Monitor Performance

This is one area that should be a no-brainer if you are responsible for monitoring your SQL Server environment.  The database is usually the last thing people think about when they are working with an application, but when the application is slow the database is usually the first thing that is blamed for the poor performance.

The problem with performances monitoring is not that most people don't do this, it is that they are not sure how to do this.  Windows and SQL Server offer built in tools such as Performance Monitor, Profiler, Execution Plans, Index Tuning Wizard, Database Engine Tuning Advisor, etc...  In addition, there are a whole bunch of third party tools that allow you to trend performance issues and be alerted when there are issues.  Without good data it is very difficult to say when there really is a performance issue and also without this data it is difficult to know where to spend your time fixing issues that will have a big impact versus fixing something that will not have a very big impact.

 

Final Note:

Now that you have a list of some basis items to address, check off which items you have already implemented and start addressing the other items. If you are not sure where to begin, start with some of the simpler items like, backups, documenting changes, reviewing error logs and testing backups/restores.

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Welcome to the Track-It! IT Mobile App blog

The Track-It! mobile app is an enterprise-class app that provides your users with instant access to your company’s Help desk data from a phone or tablet. Here are some of the reasons why the app is so awesome.

  • The mobile app is free to use for every Track-It! customer. Yup, you heard us correctly—it’s free.
  • The app is plug-and-play, which means users just download it from the App Store® or Google Play™— and go. It works out of the box with no setup required. It’s lightning fast—seriously.
  • The app is cross platform, so it runs on Android and iOS operating systems. Like, automatically—without you having to do any development work.

The Track-It! Mobile App assists help desk personnel in providing quality service to their internal and external customers.

The mobile application provides helpdesk technicians access to Track-It! to review assigned requests, submit requests, and update requests. This also enables technicians to search through the knowledge base to find out solutions for issues being reported.

The Track-It! Mobile App supports limited functionality for the following Track-It! modules:

  • Asset
  • Assignment
  • Search
  • Tickets

Screenshot_2020-05-26-17-28-32-779_com.bmc.trackIt.jpg

How to Get the Track-It! Mobile App:

 

Check the Requirements

Always run the mobile app on a device that meets minimum platform requirements Be aware that the requirements are subject to change.

Download the App

If you have an Android or iOS device that meets the minimum requirements, you can use the downloadable Track-It! mobile app available from the App Store or Google Play.

Choose Your Working Environment

When you install the Track-It! mobile app, you will need to enter your production org Track-It! Server URL. You can also connect to the development environment by changing the same Server URL.

Screenshot_2020-05-26-17-26-24-593_com.bmc.trackIt (002).jpg

Next, you can login with your Windows NT account or Track-It! defined credentials.

Screenshot_2020-05-26-17-27-07-393_com.bmc.trackIt.jpgSo let's get started with the Track-It! Mobile App specially during these Covid-19 crisis where most of our IT HelpDesk technicians are working from home or remotely. Use my previous blog to Trending in Track-It! Support: Allowing Remote Users access to Track-It! Websites to allow public access to the remote users. Then use the Track-It! Mobile App to seemingly create, update tickets and also scan and add assets remotely.

 

Resources:

Track-It! Mobile App requirements

Track-It! Mobile App updates

Using the Mobile App: For technicians

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I am excited to announce the general availability of Track-It! 11.4 Service Pack 2 update.

 

This update can only be applied for Track-It! 11.4.1.558 and 11.4.1.599.

  • If you have Track-It! 11.4 Service Pack 01 release 01 (11.4.1.558) installed, you can upgrade to Service Pack 02 using the upgrade installer available on the EPD site Here.
  • If you have a Track-It! version older than 11.4.1.558 installed, you must first upgrade to 11.4.1.558 and then upgrade to Track-It! 11.4 Service Pack 02.

 

The highlights of this update are:

 

  • Only update installer to be available on the EPD site starting April 1, 2020
    • Starting April 1, 2020, the complete Track-It! 11.4 installation code will not be available for download for customers. The only binary files available on the EPD site would be the update installer.
  • TLS 1.2 Support
    • Track-It! now has support added for the TLS 1.2 protocol on the Track-It! 11.4 Service Pack 02 server.
    • For using this protocol, the server and the workstations must have the same protocol, and only then you can install the Technician Client on the workstation.
    • For using TLS 1.2 on a workstation, you must first enable the TLS 1.2 protocol on the Track-It! server. The same steps need to be performed on the workstation as well. To do that, you must first upgrade the Technician Client on the workstation and then enable TLS1.2 on it.
    • To support TLS 1.2, you must upgrade the SQL Server as well as the SQL express to the latest patch.
    • The update installer uses the older TLS protocol, but once you have updated to Track-It! 11.4 Service Pack 02, you can disable the older TLS from the Track-It! server and switch to TLS 1.2.
  • Added support for Exchange Web Service Open Authentication for Office 365 Exchange online
    • In addition to POP3/SMTP, Exchange Web Service with Basic Authentication, Lotus Notes, and IMAP integration, support has been added for Exchange Web Service with Open authentication for Office 365 Exchange online.
  • Support for secure LDAP connection
    • Track-It! 11.4 Service Pack 02 now supports an optional secure LDAP connection.
  • Track-It! 11.4 Service Pack 02 supports Catalina OS for Track-It! Mac audit

 

Additional Information

Here are some references to additional information about this release which may be helpful.

For help with online help and printed documentation, see Online Help and Guides (PDFs).

 

Track-It! Support Resources

http://support.trackit.com

For more information, please see our Web site.

We hope you enjoy this update and we look forward to bringing you more great things on this platform.

Brian Dasilva

Track-It! Support

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In this blog i am going to explain how to setup multiple scanners to discover a network that is geographically distributed. You can configure multiple scanners only from the BMC Client Management Console. 

The purpose of this blog is to simply the process of setting up Multiple Scanners in Track-It!. For a small to medium size company, the default Master Scanner should be enough to scan the entire network. However for largely distributed environments where the offices are located in multiple locations, multiple scanners will be needed.

 

When you install Track-It!, you can choose to install BMC Client Management along with Track-It! on the same server. You can also separately configure the BMC Client Management instance that is already in use. The BMC Client Management master server that is configured in Track-It! is set up as the default scanner. All scanners configured in BMC Client Management are displayed on the Network Discovery page.To configure the default master scanner click here for details.

 

Here is how to do it correctly.

 

Step 1:

Accessing the BCM Console.

Launch the BCM Console by browsing the URL: https://<servername>:1611/console. See Logging on to console - Documentation for BMC Client Management 12.8 - BMC Documentation

 

Step 2:

Add a existing device as a scanner. Note that this device must already be Discovered by the Master Scanner and the BCM Agent must be installed on that device.

 

To define a device as a scanner,

  1. Select the Asset Discovery node and then go to the Scanners node in the left window pane.
  2. Click Edit > Add Device .
    The Add a Scanner pop-up menu displays displaying the list of all devices, that can be a scanner because of their operating system.
  3. Select the device to be added from one of the list boxes.
  4. Click OK to confirm and close the window.

The device will be added to the table of Scanners and its configuration parameter will be updated.

 

Step 3:

Add the target list to the Scanner.

To add a target to a target list proceed as follows:

  1. Select the Asset Discovery node and then go to Targets node in the left window pane.
  2. Click Edit > Create New Target List. In the pop-up window enter the name of the Target List and save it.
  3. Click the Target list in the left window pane and select the Targets Tab in the right window pane.
  4. Right-click in the right window pane under the Targets tab and select Add Members.
  5. Add the IP Address Range here.

 

Step 4:

Define the Scan configuration and select the target list.

  1. Right -Click the Assigned Scans node under the newly created scanner. Select Asset Discovery Wizard.
  2. In the Asset Discovery Wizard, Discovery Type as 'Configurable'.
  3. In the Configurable Discovery page, select 'Other Scanner', 'Create a new scan configuration','use an existing Target'.
  4. Next enter the Scan name.
  5. Select the Active Protocols and add the necessary credentials.
  6. Next in the Target List, select the newly created Target List and hit finish.

For more details about this configuration see Configuring and running an asset discovery scan of a specific part of your network - Documentation for BMC Client Manage…

 

At this point we have created and configured the second scanner in the BCM console. You can create multiple scanners like this from the BMC Client Management console.

Now you can initiate the Network Discovery scan from the BCM console itself. See Managing asset discovery scans - Documentation for BMC Client Management 12.8 - BMC Documentation

 

Once the Assets have been discovered from the newly created scanner, perform an Asset Sync from the Track-It! Application. Watch the below Video.

 

If you have problems with or questions about the configuration of multiple scanners with Track-It!, contact support team at https://support.trackit.com/

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Overview

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!  and involve a number of systems and settings that are outside of the context of Track-It!  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 users (raw IP address vs. pretty domain name)
  • How secure your system needs to be
  • Working with a DMZ
  • IIS web server setup
  • Domain registration
  • Domain hosting
  • DNS configuration
  • Proxies
  • SSL
  • Firewall/switch configuration

  Hide the Server name from the Public facing URL

 

  1. Add an Alias for the Web Server in the DNS . For Example the alias name is http//helpdesk.bmc.com . Pointing it to the Web server name not IP address of the server.Create an Alias (CNAME) Record in DNS for WEB1 | Microsoft Docs

 

  1. On the Track-It! Application server under the IIS Manager, Select Default site. Then in the middle section of IIS section select 'HTTP Redirect'. Select the option  to redirect request and add “/trackit”.

    3. Select "Only redirect request to content in this directory (not subdirectories)"

    4. Restart IIS service and WWW publishing service.

 

Assign a Public IP Address to the Web Server in IIS Bindings.

See Binding <binding> | Microsoft Docs

 

Create and apply an SSL certificate to the Web Server for secure web sessions

 

Please ask your security team to help if needed – additional detailed information is in the link below

How to enable SSL (https) for the Track-It! website

 

Also as a Technician you can use the Track-It! Mobile App: See Logging in to and logging out of the Track-It! Mobile App - Documentation for Track-It! 20.20 - BMC Documentation

 

The process (in a nutshell)

This process can be fairly involved depending on the configuration used. Generally, you would work with someone with IIS Admin experience and network security experience to install Track-It! 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 domain provider to get that URL/Domain setup and pointed to the public IP address or to add a /helpdesk virtual directory or DNS entry that points to your Track-It! server. The Track-It! server also has to have access to the internal network and the 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! server needs to have a public IP address, be segregated outside your internal network for security and still have access to the SQL server inside the network.
Here is how we have it done at our end.

 

Conclusion

Once you have this set up, your users should be able to connect to the IP address or URL to get to Track-It! from outside your company 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.

 

http://www.trackit.com

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Track-It! 2020 Release 1 supports BMC Client Management 12.8 only.

 

Important Note: BMC recommends that you do not use a newer version of BMC Client Management with this release of Track-It!. Using a newer version of BMC Client Management might cause portions of the system to stop working and can potentially result in complete loss of functionality in certain areas which might not be easily recoverable.

If you have subscribed for Proactive notifications for BMC Client Management product for EPD , then please check with support team first if you can apply the new update. Also see : System requirements - Documentation for Track-It! 20.20 - BMC Documentation

 

 

Currently, 12.8 Patch 3 of BMC Client Management is on the BMC EPD on the BMC Support Central website.  https://www.bmc.com/support/support-central.html

 

Below is what you should be currently seeing on EPD if you are a Track-It! customer.

 

For more information on this new BMC Client Management patch, please refer to the release notes:

BCM version 12.8: Patches for version 12.8 - Documentation for BMC Client Management 12.8 - BMC Documentation

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Track-It! 20.20.01 was just released with advanced Inventory capabilities like Automated Network Discovery,Deploy software consistently and easily,Remote management and more.

In this blog we would like to talk about some best practices for managing these capabilities effectively. I am documenting these best practices based on my support experiences handling Track-It! Inventory related issues and configurations.

 

I will keep adding to this blog as i get it from talking to our Track-It! customers. Let's begin...

 

1. Before you start discovering assets and running audits, make sure you have enough Inventory licenses. License details can be checked under the Application Settings > Product Updates > License Update. Check the real time consumption of your existing licenses in Track-It! by clicking Refresh in the License Usage section.

2. Consider sizing and scalability requirements for BCM. For example if you have more than 2000 devices/nodes then install the BMC Client Management separately on a different server. See Hardware requirements - Documentation for BMC Client Management 12.8 - BMC Documentation

3. Track-It! allows you to discovery assets by entering IP addresses and Subnets. Start by entering small number of Subnets. Do not put the entire IP address range of your company network like 10.10.1.1-10.10.1.255

4. For Switches, VOIP, Routers, Printers that have already been discovered during the previous network discovery run, add their IP addresses in the Exclude List to prevent then from being rediscovered during every scan.

5. Make sure to add credentials for each device type like Windows, Linux and Hyper-V, Mac OS

6. Setup a Weekly or Monthly Discovery Schedule instead of Daily Schedule to avoid spamming the network with these discovery scans everyday unless you are sure that new assets are added to your network everyday.

7. Track-It! uses BCM ports like 1-5,22,23,35,80,135,137,139,443,445,515,9100-9102 and UDP ports 161. Make sure to allow your Network firewall to allow incoming and outgoing traffic on these ports. See Which ports do I need to exclude for asset Discovery on the scanner on customer’s environment: Asset discovery: prerequisites to get remote inventories from windows clients

8. If Scan returns unreachable or even after providing the credentials it's not able to collect the information then have a look at this doc: DRZKZ-1743: Windows SMB2 is not supported in Asset Discovery Network Scans

9. Consider setting up multiple scanners and Relays. For small to medium sized networks the auto installed scanner (The Track-It! Server itself) can discover and audit all assets. However, if your organization has a large network or is split across multiple locations, you may require a more sophisticated scanner setup.

By default your master relay (or the first-level relay that was first installed) is automatically defined as the asset discovery scanner. But you can also define any other device on which the CM agent is already installed as your scanner.See How to define additional scanner in BCM Console Defining the asset discovery scanner - Documentation for BMC Client Management 12.8 - BMC Documentation

10. Setup Asset Synchronization to synchronize the discovered assets and their audited information from BMC Client Management to Track-It!. You can define Daily sync to occur during non business hours.

11. Consider whether you want the CM agent installed automatically during the Network Discovery or Manually. For large networks choose to install the CM Agent automatically. make sure to enter the Agent credentials under Agent configurations in Track-It! Defining credentials to deploy an agent on assets - Documentation for Track-It! 20.20 - BMC Documentation

 

Additional resources:

 

 

Stay tuned for more and thanks for reading the article. Please rate the blog and add comments to share your experiences.

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It has come to our notice that Microsoft recently identified a security vulnerability for remote code execution that impacts Internet Explorer browser . Details about the advisory are given below.

  • Microsoft has identified a security vulnerability in Internet Explorer that can allow an attacker to gain access to the user’s workstation. (Click here for the Microsoft Announcement)
    • Microsoft has announced that they are working on a fix for this issue. They have also provided an interim workaround until the fix is ready. 
    • Microsoft has also stated this workaround may cause issues with applications that use jscript.dll and should only be applied to systems with elevated risk
  • Track-It! uses jscript.dll.  This means that any browser where the workaround is applied will be unable to login to Track-It! and will show an error message of: MetaData Init Failed [20814] [METADATA] – Unknown error. [Overlapped I/O operation is in progress]

Microsoft recommends these mitigation steps only if there is indication that you are under elevated risk. If you implement the workaround, you will need to revert the mitigation steps before installing any future updates to continue to be protected.

  • Track-It! users either should not apply this fix or they should use Chrome or Firefox with Track-It! until Microsoft delivers the fix to Internet Explorer.

If you have already applied the fix to your browser, you can undo it by following the steps below:

How to undo the workaround

For 32-bit systems, enter the following command at an administrative command prompt:

cacls %windir%\system32\jscript.dll /E /R everyone

 

For 64-bit systems, enter the following command at an administrative command prompt:

cacls %windir%\system32\jscript.dll /E /R everyone

cacls %windir%\syswow64\jscript.dll /E /R everyone

 

Is there an update to address this vulnerability?

No. This is a Microsoft related issue and they are aware of this vulnerability and working on a fix. As per their standard policy, most security updates are pushed on Update Tuesday, the second Tuesday of each month.

 

If you have any questions regarding this security notification, please contact Track-It! Support by opening a case at: BMC Track-It! Support

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