• Technician timeout

    As a technician, I am logged out of Track-It 2020 version build 2020.2.95 after a few minutes of inactivity. How do I extend that? My technicians are used to logging into to Track-It in the morning and not getting log...
    Michael Mastronardi
    last modified by Michael Mastronardi
  • Does anyone have a link to the database schema for TrackIt!2020?   Required for Custom Report creation with a 3rd party solution.

    Does anyone have a link to the database schema for TrackIt!2020?   Required for Custom Report creation with a 3rd party solution.   Need this to understand the Database layout.   Thanks!
    Grant Scurrah
    last modified by Grant Scurrah
  • Customization of Self-Service fields in Trackit 2019.03

    In 11.4.x, we could manipulate an xml file to change up the order of self-service fields. Is this possible in Trackit 2019.03 and if so, how?   Also, in testing out Self-Service on a mobile phone (iphone on safa...
    Christine Pimblett
    last modified by Christine Pimblett
  • TrackIt 20.20 Web Api Attachments

    I do not see a way to upload attachments through the web api in the documentation.  Is this something that can be done?  If not what would be the preferred way to accomplish this?
    Brian Estes
    created by Brian Estes
  • Trackit 2020 - Change order of Self Service fields?

    Hi,   Is it possible to move the Notes section of self service down to the bottom of the form? I looked at a few XML's on the trackit server, but didn't see one that looked like it would let me to do this.  ...
    Ajay Patel
    last modified by Ajay Patel
  • Inserting 'Additional Information' into Change Request created from Ticket

    Hi everyone, I'm new to TrackIT and have been tasked with configuring some change management automation. Currently, I have configured a Change Policy that will generate a Change Request based on a certain Ticket Cate...
    Vincent Gonzalez
    last modified by Vincent Gonzalez
  • SLA's applied to service requests vs incidents

    How can we apply different SLA's to service requests?  a request for a new mouse or other service should not fall into the same expectation as my mouse is broken.  how do we setup separate SLA's
    Eric Butkovich
    last modified by Eric Butkovich
  • TrackIT 2020 Data Migrator for

    Hello,   Is there a data migrator for yet? When I run the previous version I get this:
    Sean Middlemore
    last modified by Sean Middlemore
  • How to Customize Views in Track-It! 11.4 For specific departments

    We have different email address staff can email for specific problems. For example: IT.Help@example.com IT.Request@example.com IT.OtherHelp@example.com   I would like to create separate Help Desk views to sep...
    David Parsons
    last modified by David Parsons
  • Trackit Client Management - admin account

    Hi Guys, Actually, I'm a BCM technician / consultant, but lately I get in contact with "TCM" more often.   First of all I have to say that I think it's pretty bad that people are using Trackit >=20.18 do n...
    Philipp Ernicke
    last modified by Philipp Ernicke
  • SQL Clustering or High Availability

    I know Track-It doesn't support Clustering or HA for SQL but has anyone had any luck working with SQL 2012?   Database is fine but we are looking to something like "Always On"/
    Douglas Houghton
    last modified by Douglas Houghton
  • Can you pass date parameters to the web api?

    When calling 'WebApi/grid/Views/GetData' api to get open tickets using 'WebGrid.96', is it possible to pass date range parameters to get tickets, so, for example, to get tickets that were opened in the last 7 days?
    Trevor Manne
    last modified by Trevor Manne
  • Help with business rules

    Hello ,   i have migrated Trackit 19.x to and since i am having trouble , i have already fixed most of them , except the one regarding my business rules :   When a ticket is created through self...
    gallerand cyril
    created by gallerand cyril
  • TrackIt Admin Console Audit Trail Clear Entries 11.4

    Hello,   We have been using TrackIt since 2007 (We are now at Version 11.4)   Under the TrackIt Admin Console> Configuration>Audit Trail >Help Desk We have 392,946 records logged and I suspect th...
    Jason Parsons
    created by Jason Parsons
  • Forgot administrator password

    I seem to have forgotten the password for the administrator user in our test Track-It system. Is there any way to recover or reset that password?
    Michael Chohrach
    last modified by Michael Chohrach
  • How do you recover Barcode License?

    How do you recover a barcode license from an iPhone that died?   Track-it BUILD:
    Edward Conwell
    last modified by Edward Conwell
  • TDE encryption of Track-IT database - SQL Server 2012

    Friends, Has anyone enabled encryption on your Track-IT database. If yes, have you seen any issues. We have to encrypt our database due to the GDPR policy.   Thanks Srini
    Srinivas Kullakanda
    last modified by Srinivas Kullakanda
  • How do you make the resolution field mandatory in Track IT?

    How do you make the resolution field mandatory in Track IT? Thank you.
    Timothy Archambault
    last modified by Timothy Archambault
  • Can't reopen a closed ticket - Status bar grey out

    Hello, Can someone tell me how to reopen a closed ticket? I found a few closed ticket, that should be closed - I need to reopen them however, the Status Bar is "greyed out" - I can't click on anything:   Trac...
    Jorge Gaona-Macedo
    last modified by Jorge Gaona-Macedo
  • Send e-mail when end user adds notes

    Just went live with the newest TrackIt yesterday.  So far I am happy to say that the customization has done well.  There is one thing I am trying to figure out.   I would like to create a business rule...
    Dave Curzio
    last modified by Dave Curzio