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Track-It!

37 Posts authored by: Cris Coffey Moderator
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Track-It! 2018 uses BMC Client Management for its Discovery, Auditing, Remote Control, Patch, Deployment, Compliance and other asset management related functions and one question that has come up a few times now is:

 

How do I manually install a Client Management Agent on a system?

 

Sometimes there are situations where a system isn't available on the network to have the Agent automatically pushed. The owner is traveling, works remotely or works in a secure environment where they do not always have external network access. In those cases it is sometimes necessary to manually install the Agent on the system instead of relying on the automatic push.

 

In BMC Client Management, the "Audit" (as it was known in Track-It! 11) is referred to as the "Agent" and the "Agent" is deployed or modified using what is referred to as a "Rollout". A Rollout can be used to deploy agents, change settings on agents or even remove agents. If you search through the Client Management docs for Rollout you should find more info on them. The reason I am telling you this is because these Rollouts are packaged as an application that has the commands you want executed during that Rollout and those applications can be downloaded from the Client Management server directly onto a device you want to scan or onto a portable drive to be distributed.

 

To access the Rollouts and download the application, point your browser to https://<clientmanagementserver>:1610/rollout

 

There are a few important things to note here.

  1. Notice the HTTPS on the URL. This is required. If you type HTTP, it will not work.
  2. The name of the <clientmanagementserver> might be the same as your Track-It! server, might be a different server, or might need to be accessed by IP address. It depends on your environment and how you set it up. You can look under the Asset Management settings in Track-It! 2018 to see the Client Management server info of the server you are connected to if you need.
  3. Notice the default Client Management port 1610. If you have customized this setting, yours may be different.
  4. You will need to know the admin user account for your BMC Client Management server to log into the Rollout page. (you may need to contact our support team for help in figuring that out since we don't use the Client Management console directly much from Track-It!)
  5. Once you are logged in, you will see a list of all the Rollouts and be able to download the one you need. For your particular case, you would use the Windows agent Rollout with the Rollout Type of Install. (see screen shot of a test server below)

 

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Track-It! is back!

TechHelpDeskGrid.jpg

 

I am extremely excited to announce the general availability of Track-It! 2018.

 

With this new platform, BMC not only continues to show innovation in IT Service Management, but also cements its position in the Track-It! market. This release represents a major step forward for Track-It! with a completely overhauled platform, new user experience and a great deal more flexibility and functionality than ever before. Track-It! 2018 adds the features that our customers need while continuing with the traditional of ease of deployment, ease of use and ease of management that Track-It! is known for. It also provides a platform which we can build upon more rapidly, allowing us to shift to a more frequent release cycle. That means customers will not only be getting a brand-new product, but will also be receiving new functionality and feature enhancements on a more frequent basis.

 

Best of all, this brand-new platform upgrade is completely free to our customers who are on active support contracts.

 

I am extremely excited to share this information with you. Some of the highlights of this release are included below.

 

User Experience - A completely new, modern, browser-based user experience provides technicians a way to connect from any system with a browser whether it is running Mac, Windows, Linux or even from a tablet. With a cross-browser compatible web interface, help desk technicians have instant access from any system without the need to install a client.

 

Free online training

Track-It! 2018 makes it easy to come up to speed on the new product.  A full training class has been provided for you online and at no additional cost. Each session lasts 15-30 minutes so you can easily fit it into your busy schedule.  Become an expert in no time.

 

Form Customization

Customize the Track-It! forms to your liking. Add or remove fields, customize their layout, remove menu options, buttons, etc. You can even create completely different forms for different groups of users.

 

Business Rules Engine

Business rules help you automate processes, communicate with your stakeholders, and ensure nothing is forgotten and every action is completed on time. Turn inbound emails into specific ticket types based on their content. Email an end user one hour after a ticket is closed to ensure they are satisfied, escalate to supervisors if work is at risk of not being completed on time.  The opportunities to save time and improve service are almost endless.

 

Asset Management (powered by BMC Client Management integration)

Track-It! Asset Management is now powered by BMC Client Management. This provides much more robust discovery, auditing and remote-control functionality all at no additional cost to you.

 

Technician Groups

Groups allow you to easily assign a ticket, notify teams of people via email or change permissions for an entire group of technicians.

 

Data segregation by group

Data segregation further enhances the experience for multiple groups by allowing you to control which data each group can access. Combined with the new form customization this gives you flexibility to let each group see only what they need and in the way they want to see it.

 

Dashboards with Drill Down

Save time each day by popping open your own custom Dashboard and drilling right into the Tickets that need your attention just by clicking on a section.

 

DashboardHRNew.jpg

 

Quick Reports

Need quick access to information and you don’t have the time to create a formal report in the reports module? Use the grid view capability in each Track-It! module to produce a quick report that can be exported to HTML or Excel. Simply customize the record view, columns, sorting, grouping, etc.  Then click the actions menu and export the data.

 

Web based reporting

Track-It! 2018 has a new web based reporting tool that allows you to quickly and easily generate a report right from your browser. The new reports wizard helps you build a report quickly. No complex third-party software to install or manage

 

ReportsMetrics.jpg

 

Web based Remote Control

Quickly solve user problems or walk someone through a training scenario right from your Track-It! interface using our web based remote control. You can even connect to users who are outside your company network.

 

Simplified Administration

Configuration is easier than ever.  All settings are organized into logical groups that you can easily browse or search. Additionally, the application makes it clear which settings are critical for smooth operation by highlighting unconfigured settings in red, and showing the completed ones in green.

 

Multiple Email account support

Track-It! now supports processing of email from multiple accounts. Have users send the Facilities requests to one address, Help Desk requests to another and HR requests to another. Track-It! will monitor all configured mailboxes, creating tickets and routing them according to your preferences.

 

Additional Information

 

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

 

 

I would like to take a moment to thank all the customers who are active in the Track-It! Community and, the Track-It! Developers Circle. A special thanks to those customers who have submitted ideas that were included in this release and to those that were part of the Early Adopter Program. These programs are very active and your participation helps drive the product direction in ways that benefit you and all of our customers.

 

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

 

Enjoy!

 

Cris Coffey

Principal Product Manager

Track-It!

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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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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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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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I am excited to announce that Track-It! 11.4 is now available! This release is another great step in improving the utility of Track-It! and the productivity of the people who use it. This release contains a few enhancements to existing features, some enhancements that were requested by Track-It! users in the Ideas area here on the Track-It! Community and some defect corrections. Here are some highlights of the release.

 

  • Self-Service ImprovementsTrack-It! Technician Client.png
    • Track-It! users can now save time by approving or rejecting change requests via email
    • Track-It! users can also request more information about a change request via email before approving/rejecting
    • The self-service portal can now be customized to hide features that administrators don’t want their end-users to use
    • The Password Reset Kiosk application has a new silent install feature allowing it to be easily distributed to end users computers

 

  • Administrative and Usability Improvements
    • Track-It! Survey add on was integrated into the Track-It! product to provide easier implementation/updates for customers who own this module
    • The user interface was updated with a newer flat look and feel to give the application a more modern look
    • Work order notes can now be shown chronologically in email notifications
    • Users can now quickly access work order tickets in Track-It! Web using direct URL links. These links are also included in email notifications
    • Support for TLS has been added for email communications
    • Help documentation was redesigned into a single source web help system which works on all screen types/sizes
    • The support integration feature allows Track-It! administrators to submit requests for technical support directly to the BMC Track-It! support team from within the product
    • Addressed all recently reported security vulnerabilities

 

Current Track-It! customers can download the 11.4 update from the support portal at support.numarasoftware.com.

 

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The purpose of this advisory is to inform you of recently discovered security vulnerabilities in Track-It! and how to address them.  

 

Please note that for an attacker to take advantage of any of these issues, the attacker must have direct access to the Track-It! application server. If the application server is not exposed to the internet, an attacker would first have to gain access inside your internal network in order to exploit them.  However, even if your Track-It! system is not exposed outside your firewall, we still recommend you take the necessary steps to secure the application as soon as possible.

 

Update to Track-It! 11.4

Due to the nature and complexity of some of the issues, a full version update is required to address all of them. The vulnerabilities in this bulletin are addressed in Track-It! version 11.4, which is now available on the Track-It! support site here.  Upgrading to 11.4 is the only way to address all of the discovered vulnerabilities.


Short term remediation

If for some reason you cannot immediately update to Track-It! 11.4, it is recommended to block all communications from untrusted networks (e.g. the Internet) at the firewall, specifically to TCP/UDP ports 9010 to 9020 and to the Track-It! Web webserver. Blocking the above mentioned ports/site to secure the server will also block the use of the Self Service feature and Track-It! Technician Web from external networks.  In other words, the Track-It! system will continue to function only within the Intranet network.

 

Due to the nature of issues 1, 2 and 6 below, we were able to produce individual hotfixes for Track-It! version 11.3. Since these hotfixes do not resolve all the identified issues, we strongly recommend upgrading your Track-It! system to the 11.4 version that includes fixes for all of the identified vulnerabilities.

 

Resolved Issues:

For more information on each of the items addressed, see the Knowledge Articles listed below.

  1. 1. Article ID TIA07453 - Arbitrary file download – Attackers can download files from the underlying server operating system remotely through the product.   
  2. 2. Article ID TIA07454 - Blind SQL injection – Insufficient input validation can allow attackers to inject SQL code and gain control of the underlying database engine.
  3. 3. Article ID TIA07455 - Hardcoded DB credentials - This issue is limited to demo install only.
  4. 4. Article ID TIA07456 - Credential disclosure - Domain administrator & SQL server user credentials.
  5. 5. Article ID TIA07457 - Code execution – Remote code upload and execution via file upload.
  6. 6. Article ID TIA07508Password Reset – Reset passwords of accounts with just the user ID.

 

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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