The Track-It! Support Team are asked a lot of questions about upgrading the product to the latest version - Track-It! 11.4 Service Pack 1.
We recommend all customers are up to date with this release to benefit from;
- Improved performance
- Increased security
- Being better positioned for future upgrades.
We have provided this post in the hope that it will answer many of your questions before they arise and point you in the right direction to the information and resources that will assist you in this process. Please find links to these resources below. We have produced a short video to guide you on how to use this information.
As discussed in the video, our Docs Portal provides the information you will need to help you in the planning stages of your upgrade.
Once there, you will need to log in (see video below for help with that). The Release Notes include information on existing and resolved defects in the current version and also new functionality and enhancements. The System Requirements are there so you can decide whether you use approved Operating Systems, SQL Database versions and browsers to allow you to work with the Track-It! product or whether you need to purchase or upgrade any hardware or software
Access our Knowledge Base via Support Central. It is constantly being updated to ensure you have the information necessary to resolve many of the issues TI customers face.
There are lots of articles which support the upgrade process. For example, when you have identified your current version and are unsure about the steps you need to take to upgrade to the latest release, this article will guide you through the process;
... and this article provides a detailed summary of the final step - the upgrade to version 11.4 Service Pack 1
If you are unable to access these Knowledge Articles, this video explains how easy it is to register at Support Central - BMC Software and to search the Knowledge Base for articles and to log a case via our portal if you do not find what you are looking for;
Occasionally, you may have an urgent issue where it is necessary to call us to save time. In these scenarios, our Contact Centre will log a case for you at the appropriate priority level and a Track-It! technician will be in touch. But for the majority of issues that we see in the Support team, it is much more efficient for you to engage with us via our Portal.
There is a Knowledge Base article associated with the majority of the questions we are asked by our customers and, as mentioned, if you do not find what you are looking for, you can click a link to the Self Service Portal and log a case. This will allow you to tell us about the the issue in your own words and provide any screenshots and logs you think will help us resolve the issue.
A member of our team will then contact you.
Here are our Severity definitions on which we base our response times;
... but most of the time, you can count on us to respond to you much more quickly.