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Track-It!

38 Posts authored by: Cris Coffey Moderator
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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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The new Track-It! 11.3 release is now in Beta. If you are a current Track-It! customer and are interested in participating in the Beta program, it is not too late.

 

Just visit the document below to learn more about how to sign up for the program.

 

Track-It! Developers Circle (Beta) Signup

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Track-It! 11.2 was released in late November and is now available. Thank you to all of our loyal Track-It! Beta testers for once again kicking the tires and helping to get the product ready. You can learn more about the product by visiting the What's New area of the Track-It! site.

 

Some highlights of the new release are:

12-13-2013 2-23-13 PM.jpg

 

  • Manage SLAs and end user expectations with Stop the Clock.
  • Keep accurate record of time spent on tasks with the Work Order Timer
  • Track time to first response with the First Response SLA
  • Create integrations with other software/systems with the Track-It! Web Service
  • Detect installed anti-virus products, versions and whether definitions are up to date
  • Obtain regular PC inventory information from users who work remotely using disconnected audits
  • IMAP and Exchange Web Service support added for e-mail monitoring
  • Further refine which emails Track-It! will accept with the new White-list

 

 

We work hard to deliver things that our customers ask for and we hope you like this release of Track-It!

 

Now on to the next one!

 

Learn more about Track-It! help desk software at http://www.trackit.com

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I am very excited to announce that the new release of our award winning Track-It! Help Desk and Asset Management software, Track-It! 11.1 has been released and is now available for download.

 

This release was focused on more functionality in Track-It! Web, Track-It! Mobile and some key usability enhancements that should make customers very happy. Here are a few highlights from the release.

 

Track-It! Technician Client for Windows and Track-It! Web updatesRichText_Solution.png

  • Rich Text Solutions was added to the Windows and Web clients, allowing Track-It! technicians to generate solutions containing rich content, custom fonts, font colors and embedded in-line images. Work order resolutions now support rich text formatting as well.
  • Conditional Required fields are now available to allow administrators to required certain fields to be populated when work orders are closed.

 

Track-It! Web and Mobile updates

  • Two Track-It! modules, Training and Reporting were added to Track-It! Web. Technicians can now manage their end-users training course schedules and history from the web as well as have access to print and preview any of the Track-It! reports that are available in the system.
  • The Track-It! Web and Track-It! Mobile interfaces now support work order templates for commonly occurring work orders.

 

There are many other usability enhancements that were also included in the release. For more information or to download a trial, please visit the what's new section of the Track-It! page here.

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We recently had a few new partners asking about what type of resources it takes to setup and manage Track-It! I realized that it had been a little while since I had blogged about this type of thing so I figured it was time for a refresher.

 

Some time back, I started talking about this Zero to Help Desk in 60 minutes concept with prospects and partners and the idea was picked up by marketing shortly after. The reason this has resonated so well with customers and prospects is because as we all know, most IT shops are overworked and understaffed and the idea of saving time and money while also implementing a tool that helps save time and money, is a very welcome thing. Track-It! is extremely easy to install, configure and maintain and takes most users less than an hour to setup and configure so the tag line stuck. After that, it only takes a small part of one persons time to manage the system from then on. Many of our competitors have products that require a dedicated resource or multiple resources. That is not true for Track-It!  The product is specifically designed to be easy to manage and use.

 

Ease of Installation

Lets talk about installation first. The full Track-It! installer is the same one that you can download right now from BMC.com and try out in a demo mode. The demo is the full product with some limitations on the number of users that can log in, the number of devices that can be scanned and with a 30 day expiration. Track-It! includes the free Microsoft SQL Server 2008 Express edition for customers that don't want to buy or cannot afford to buy the full blown MS SQL server product. SQL Server express works fine for most Track-It! implementations. The entire installation process takes about 15 minutes to install all the components. If you installed the product in demo mode and wish to then move to production later on, the process is very simple. When you purchase a license for the Track-It! product, a license file will be e-mailed to you. Once that license file is copied into the Track-It! server directory, the product becomes a live version. NO reinstall required.

 

Accessing the application

Help Desk Technicians can use the Windows client, Web client or Mobile client and Self Service end users can access the self service web portal. All 3 interfaces are included with the base product. Administration functions must be performed with the Windows client but it is installed on the Track-It! Server by default during the main installation.

 

Configuration

Basic configuration is simple. You can manually enter your users and create accounts or import them from your LDAP or Active Directory server. Once the users are in the system, a few other items like Priority levels, Work Order Types, Departments and Locations should be configured and then you are ready to start managing your IT Assets and using the Help Desk. This process takes a very short amount of time and usually takes most users longer to decide exactly which work order types and priorities they want to create than it does to actually create them in the system.

 

Immediate ROI

The entire system in a basic setup takes less than an hour to install and configure. If you have a complex environment where you want to split the IIS server apart from the database and Track-It! servers, things can take slightly longer but not much. If you are scared of systems that require consulting services and full time management, then Track-It! is what you are looking for.

 

Support and Online Community

If you have any questions or need pointers while installing or using Track-It!, there are two great places to get help.

First is the tech support portal for registered users located at http://support.numarasoftware.com

The second is the Track-It! Community on BMC.com https://communities.bmc.com/communities/community/bmcdn/bmc_track-it.

 

If you have any questions, feel free to contact me and I would be happy to answer them for you.

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ideas.jpg

 

Track-It! 11 was just released 2 weeks ago and you may have noticed a

change to some of the ideas posted on the Idea tab here in the BMC Track-It!

community.

 

Several of those ideas had their status changed from Active to Delivered as they were included with the new Track-It! 11 release.

 

This is a very exciting time to be a product manager or a customer of BMC Track-It! For the first time there is true visibility into features that customers are requesting, which features customers like and don't like, which features are likely to go into the next release and ultimately which features are actually delivered.

 

Thank you to everyone who submitted an idea, commented on an idea and/or voted on an idea.

 

You are all helping to shape the product for the benefit of all users.

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Every so often I hear questions from customers and prospects about deploying a Track-It! Server in a test environment. Some of our customers have processes in place that require any changes, updates, patches, etc, be tested in a staging environment before being rolled into production. The question we usually get is whether it is ok to install a 2nd copy of Track-It! into this staging environment even though they only own 1 copy of the product.

 

The answer here is pretty simple. Yes.

 

If you own a copy of Track-It!, you are licensed for one production installation of the product and if your production processes call for a test staging environment, you are permitted to install a 2nd copy of Track-It! into that test environment as well. As long as the test installation is really for testing, then you have nothing to worry about.

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Are you interested in talking to other Track-It! users about how they use the product or about issues they struggle with in their IT departments? Are you interested in meeting and getting together with other Track-It! users in your area from time to time so you can discuss and learn face to face? Are you interested in discussing best practices, implementation strategies, reporting and other topics with another IT person just like you?

 

If so, BMC Communities can help you get started. You can utilize BMC Communities to start and manage your own local user group. We will help you set up the group, invite some members, show you around and train you on how to manage your group, then you take over from there. There are no costs to you or anyone in the group to participate and you can accept as many members as you would like. Use the community site to discuss topics of interest and then if desired, periodically set up local meetings in your area. 

 

We just recently started a new user group for Track-It! users in the Washington DC area. If you are interested in starting a local Track-It! user group on the community, let me know and I will help you get started.

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The Product Management and Marketing teams are pleased to announce the general availability of BMC Track-It! version 11.  We invite you to learn more about the new capabilities in BMC Track-It! version 11. With this release, we are taking a customer centric, concierge approach to ensure each and every customer has a seamless upgrade experience. If you're a BMC Track-It! customer, currently on maintenance, you'll be hearing from the BMC tech support organization shortly with instructions on how to upgrade.   

 

With this latest release, Track-It! 11 can help you more easily manage the help desk and deliver IT services on-the-go while enjoying security, administration and usability enhancements. 

 

More specifically, Track-It! 11 offers:

 

  • New Mobile Capabilities including Inventory, Announcements and E-mail Conversation Management making it easier for you to do your job on-the-go
  • New Web Capabilities including Purchasing, Library, Change Management and Work orders can now be accessed via a direct link
  • Scheduled/E-mailed Reports make it easy to keep track of important metrics and keep others up to date automatically
  • Usability and Security Enhancements making it easier for your IT staff and users to navigate the solution.

 

To learn more about BMC Track-It! 11

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I love to hear feedback from customers on how Track-It! has helped them and here is another great story.

 

This one is from Douglas County Libraries in Colorado. Great stuff!

 

http://www.bmc.com/news/press-releases/2012/CUSTOMER-SUCCESS-Library-Finds-IT-Easier-with-BMC-Software.html?c=n

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Over the last few months we have been testing an Ideation module for the BMC Community that would allow users to log their own requests for feature enhancements as well as review and vote on feature requests logged by other users. The Ideation module is a great way for users to directly input their requests, see comments back from other users or from the product teams here at BMC, track the progress of their request and see how it fits in order of priority with all other user requests.

 

ideas.png

 

Starting last week, a few product teams turned on the Idea module for their product communities and I enabled the option for the BMC Track-It! communtiy. In just a few days, it is already taking off and the participation and feedback has been fantastic. This is an exciting way for us to be more transparent and accessible to help our users across the world.

 

The new Ideation module for the BMC Track-It! Community can be found here.

 

I hope you all like the new Ideation module and will use it when you have a new feature suggestion.

 

Thank you for being part of the BMC Community.

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Time for another usage poll. This poll is simply asking what client platform, windows or web based, would you prefer given the same functionality.

 

As many of you already know, we are making a push to include all of the Track-It! modules in Track-It! Web. Currently, Track-It! Web has Inventory, Solutions and Help Desk and we are working hard to bring more Track-It! modules to the web. Our question to you is, once all the functionality is available in Track-It! Web, which client will you choose to use primarily. The Track-It! Windows client or Track-It! Web?. Please let us know by visiting the poll HERE.

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One thing we continually monitor is the usage of technology in the IT market. We are always interested in hearing what tools and systems our current and potential customers are using because it helps us focus on the proper technology choices when developing solutions in our products.

 

This poll is simply asking what email system your company is currently using. The majority appear to be using Microsoft Exchange but we would love to have your vote also. Please let us know by visiting the poll HERE.

Cris Coffey

Feedback anyone?

Posted by Cris Coffey Moderator Mar 26, 2012
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small_graph.jpg

One of the many cool things about the new Track-It! Community is the ability to create a poll to record information

about our users likes, dislikes or usage.

 

From time to time you may see a poll posted here asking a simple qustion about a feature in Track-It! or about something in your environment that impacts the Track-It! product. We have always done surveys for user feedback but the new polls just make it so much easier. Another benefit is that users get to see the results of the polls as well so they can see first hand what is typical for other Track-It! users. Each poll will be short and easy to answer and I hope you wont mind taking a minute now and then to check them out and enter your responses.

 

To view the current running polls and their results, visit HERE. Thanks for reading and thanks again for visiting the community!

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I have written a few "how-to" blog posts for Track-It! and have consolidated the URLs for them all here. I will add more URLs to this post as articles are posted. Please let me know if there are specific topics you would like more information on and I would be happy to blog about them.

I hope all of these are helpful.

 

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