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40 Posts authored by: Cris Coffey Moderator
Cris Coffey

Feedback anyone?

Posted by Cris Coffey Moderator Mar 26, 2012
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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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I hear questions from time to time from users about how to get started with the Track-It! Audit. The perception is that because it captures so much data automatically on a schedule is that it must also be really complicated to set up but that really is not the case. Here is a quick overview of how to start auditing. If you have used the Asset Discovery feature to discover all of your systems, you can use the Track-It! Audit to scan them automatically to capture their hardware and software configuration. If you have systems you have not discovered and are not in the inventory, you can run the Audit.exe on the computers manually or via a script or batch file. If scripts and batch files are your thing, you can go that route. If you would rather let Track-It! handle it all for you, then use the Asset Discovery to scan the network (covered in another blog post) and then set up scheduled audits.


Auditing can be performed manually or automatically on a schedule. To audit a workstation manually, connect to the Track-It! server share from that computer and run the Audit.exe. If you want to use the manual execution method for all your systems, instead of using sneaker net, you could use a batch file or login script that runs when your users log into your network.


If the workstation already exists in the Track-It! Inventory due to being discovered or audited previously, you can initiate an audit on the machine from within the Inventory module by right clicking on the workstation and selecting the Audit Now option or you can set up Scheduled Audits to occur automatically based on a schedule you specify. To schedule audits to occur regularly and unattended, you can configure the audit schedule in the Admin Console under Tools-Administration Console under the Configuration-Inventory-Auditing node.


Once a workstation has been manually Audited, you can merge this data into the Inventory by clicking the Merge Audit Data link within the Inventory module. If you run audits via Audit Now or Scheduled Audit, the data is automatically merged into the Inventory when the audit is completed. I hope this helps with getting started using Audit the first time.

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Setting up End Users in Track-It! is easy and one of the first things to do when setting up a new installation of Track-It! Once the users are in the system, they can be linked to the Assets that are in the Inventory and then associated with work orders in the Help Desk as well as be granted access to the Track-It! Web Self Service module.


Users can be manually entered in the Admin Console by going to Tools-Administration Console from the menu and selecting the Lookup Tables-Administration-Users node or added automatically by importing them using Directory Importer. Directory importer connects to an AD or LDAP server and imports user information into Track-It!  To configure Directory Importer, go to the Admin Console by clicking Tools-Administration Console from the menu, then selecting the Configuration-Administration-Directory Importer node.


Once the users are in the system, they can be given access to Track-It! Web Self Service where they can log their own work orders, search for solutions to common problems or check the status of their existing work orders.

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So you just installed Track-It! and need to understand how to get started.  There are some configuration wizards and other useful tools that help new users with the setup of a new install of the product. If you missed those or just need a refresher, let’s start with the basics.


Essentially, you want to get the Inventory populated, get your end users into the system, give your help desk technicians access, setup the lookup tables, configure work order policies and then you are ready to go. If you plan on using Track-It! just for Help Desk, skip the Discovery and Audit posts and go right to the Users setup.


The Inventory is the core of the system and the place to keep track of all your company assets. These Assets can be IT assets such as computers or other electronics or even non IT related assets like furniture. The Inventory can be populated easily and automatically with network Assets by using the Asset Discovery and Audit utilities included with Track-It!  You could also manually populate the Inventory using the Purchasing module or the Track-It! Barcode add on, which we will cover later, to perform a physical inventory.


Most users will start with Asset Discovery and Auditing which can be run manually on demand or set up to run on a schedule. Asset Discovery scans the network looking for any connected piece of hardware and captures its IP and Mac addresses at a minimum. The data is pulled back into Track-It! and becomes the basis of the Inventory module. Once there is a list of assets in the system, the Track-It! Audit can be used to interrogate the computers to gather more information such as hardware information, processor information, memory, disk space and installed software.


Asset Discovery can be configured by opening the Inventory module and clicking Configure Discovery in the Tasks Panel on the left.  An Asset Discovery scan can also be initiated from the Tasks panel in the Inventory module by clicking Discover Assets Now. You can also configure Asset Discovery under the Admin Console by clicking Tools-Administration Console from the main menu and selecting the Network Discovery node under Configuration-Inventory.  The next step is to set up the Track-It! Audit which I will cover in another post.

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A little over a year ago, it was clear the way the market was trending that mobile device usage was on the rise. Our customers and prospects were starting to ask about a mobile interface for Track-It! and while it had been on the product road map for a little while, there were some other features ahead of it on thelist. It soon became apparent however, that mobile demand was growingPhoto Sep 07, 3 19 54 PM_small.png and I needed to shift gears to push the mobile interface to the front of that list. Track-It! Mobile Web was born.

It started out as a concept. A few drawings scrawled on sheets of paper lined up on the floor of our development manager Benny's living room. We weighed many things from how other apps worked to what was logical for Track-It!, what a help desk technician on the go really needed and what our users were asking for specifically as well as always asking ourselves, is this easy to understand. On that fall afternoon we shifted the drawings around, crumbled some upand made some new ones, simulating the screen flow and the look and feel and Track-It! Mobile Web began to take shape. Over the next few months, Track-It! Mobile went from hand drawn mock-ups to working prototypes and continued to grow into something much greater.Photo Sep 07, 3 23 28 PM_small.png


Track-It! 10.5 shipped with Track-It! Mobile support for mobile ticketing on iPad, iPhone and Android devices and was met with overwhelming support and enthusiasm from our customer base. Track-It! 10.5 was the culmination of many months of effort by a great team who wanted nothing more than to deliver highly useful, easy to use solutions that customers would love. Today, the Track-It! development team continues to work with customers and develop and enhance the Track-It! Mobile and Web interfaces to add more rich functionality. We are extremely excited about the future of Track-It! Web, Track-It! Mobile and the future of Track-It! and BMC.

More information on Track-It! 10.5, Track-It! Mobile and Track-It! Web can be found on the main Track-It! product page HERE. For a live demo of Track-It! Web, click HERE. Small screen devices will be defaulted to the Track-It! Mobile Web interface while devices with larger screens will default to the full Track-It! Web interface.





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This may seem like a very basic feature to some of you veteran Track-It! Help Desk users but I hear this question quite often so I wanted to address it quickly here. Track-It! offers the ability to customize your help desk to fit the terminology used by your organization by allowing you to rename just about any field in the interface quickly and easily. You can also set fields to be required as well.


If you are logged into Track-It! as an administrator, simply open the window that contains the field you want to change, place your cursor in the field and press Shift-F2 on your keyboard. A small window will pop up and display the current name of the field and give you the ability to rename it or set it required.


One of the best parts about this, is that the Track-It! Technician Client and the Track-It! Web interfaces both utilize the same language library so if you rename or require a field in the windows client, the web client will reflect that change as well.


Special thanks to Robert Miller, one of our Track-It! users, for bringing up this question so everyone could benefit.

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I was speaking with one of my Track-It! customers recently about how to format HTML in an email template in the Track-It! Help Desk and he mentioned that he wasn't an expert at coding in HTML. That led me to recall the first time I had to do some HTML coding when a friend of mine asked me if I knew anything about updating websites. Since I am the computer guy in the family, I get all the questions from my friends and family about anything and everything computer related which I am sure anyone who works in IT can relate to.


Anyhow, having some programming background, I wasn't scared to try it, but I was completely unfamiliar with the syntax. After looking around on the webhtmlhelp.png for some time, I found a website that allowed me to type sample HTML code into a window on the left and click a button to see what it would ultimately look like after it was rendered on the right. It was fantastic! Just what I needed to get a quick crash course and fix my friends website.


So, for anyone not too familiar with coding HTML, with a pending job or problem that requires instant knowledge on the subject, there are resources online to help you quickly learn and test out code. I cannot recall the exact website I used when I was learning but the one below has a similar version of the HTML tester I used that first time. Hope this is helpful for some of you IT warriors out  there.



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I am very excited to welcome everyone to the new BMC Track-It! Community. This site will be a tremendous resource for users to get help from other users and experts from BMC with technical and/or business process questions. We are so excited to be able to bring you this platform for discussion. Please let us know if you have any questions, concerns, suggestions on how to improve the site or if you just want to say hello. I look forward to interacting with everyone. Welcome to the community!



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The beginning of Track-It!

Track-It! has been around for quite a while with the first version released in 1991. Actually the initial coding began some time in 1989 but the first real production ready version was available in 1991. Track-It! was created with a single purpose in mind. To help an IT manager or help desk technician organize and manage their Help Desk and PC Inventory.




Some things change, some stay the same

A lot of new and exciting functionality has been added to the product since then, mostly based on requests from customers, but the sole purpose of helping an IT person get control of their help desk operations is still at the core of the product. Our users have changed a bit over the years as well. While the original users of Track-It! were working with Novell 3.1 or NT4 and worrying about someone bringing a virus infected floppy disk to work, todays users are more likely to be dealing with Cloud Storage, Bring Your Own Device, users working remotely from around the globe and security concerns about those users and numerous mobile devices joining accessing their networks.


Track-It! - The HelpDesk in a box

Even though much of the technology has changed, the core issue facing the IT manager, managing their user requests, monitoring service levels, keeping track of IT assets and managine change in the IT environment is still the core problem that Track-It! solves. Track-It! is the on-premise solution for Help Desk and IT Asset Management for the small to mid-sized business.


I have created several blog posts that cover the basics of setting up a Track-It! system. If you have questions or suggestions for future blog posts, please leave a comment and let us know.

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