• Report not pulling correct data after update to Track-It v.11.4

    We recently updated to 11.4 (yes, I know).   A user-created report that provided Technician Hours by Date is no longer pulling the correct hours.  It appears to be a small portion of the actual time the con...
    Heidi Farnham
    last modified by Heidi Farnham
  • TrackIT 2020.01 Release Info

    Noticed that the documentation page has been updated to have a 2020 version.  What is the schedule to release the actual software for download and use?   Micky
    Micky Witztum
    last modified by Micky Witztum
  • Will Track-It! 2020 allow filtering to include assignments?

    We use queues, and if an assignment is given to a queue, it will not show in any filter.
    Janna Horn
    last modified by Janna Horn
  • track-it 11.4.0 can we move sql 2008 db to sql 2016 db and do it works ?

    track-it 11.4.0 can we move sql 2008 db to sql 2016 db and do it works ?
    Eric Nadeau
    last modified by Eric Nadeau
  • Uninstall Agent Trackit 2019

    I cannot find the uninstall in add remove programs. Any idea where the uninstaller is located or is there a removal tool I can use?
    Trent Cox
    last modified by Trent Cox
  • Asset Management/ Remote Session

    We moved our Track it Server from Hyper V to Vmware and ever since the move the remote session and asset audit has not been working. It keeps popping the error asset is retired or not discovered. Anyone familiar with ...
    Info Tech
    last modified by Info Tech
  • Upgrade from 11.4 to 2019 or 2020

    Just want to make sure we understand correctly:   1. Our current version is 11.4.0.406. We have two options: A. Fresh start begin with new system/new processes, clean data and B. Upgrade with migration of data ...
    Zurita Brown
    last modified by Zurita Brown
  • Client Management

    Has anyone been using the BMC Client Management within Track-It successfully in 2018 or 2019?   I've been having an issue with ours where Track-It isn't syncing with BCM, and looking at the asset management logs...
    Fred Higgins
    last modified by Fred Higgins
  • How often does the Client Management Agent run when using Track-It! 20.xx for Asset Management?

    How often does the Client Management Agent automatically run after being installed on a client, when using Track-It! 20.xx for Asset Management?
    Ken Soszka
    last modified by Ken Soszka
  • How to change the sender name in the email from a ticket

    In previous versions (11.4) when a tech would respond to a requester, the email would be from them. Now the tickets all come from the default email address. How can I set that to be from the logged-in technician?  
    Janna Horn
    last modified by Janna Horn
  • User's cannot login to Self-Service because Language Drop-down never loads

    We just upgraded from Track-It! 11 to 2018 and now we have quite a few users who cannot log in to the Self-Service portal because the Language drop-down never loads. It just spins and says "loading". If you click logi...
    Aaron Schnabel
    last modified by Aaron Schnabel
  • How do I fix the Windows User ID in the directory importer to put the correct domain?

    When I do the directory importer it changes the domain name to something other than what is needed. How do I map that correctly?
    Janna Horn
    last modified by Janna Horn
  • Directory Importer 20.19.03

    Is anyone having issues with the new directory importer where it runs and says completed but nothing has been imported?   I have my field mappings and licensing area setup as well for new sequesters.
    Sergio Villa
    last modified by Sergio Villa
  • Technician notification of incoming email

    We are trying to notify our technicians when they receive an email response from the requester via their ticket. Is there somewhere to configure a notification based off activity type within the ticket notes?
    Sonja Vicchiollo
    last modified by Sonja Vicchiollo
  • Does anyone know how to change the language in the Trackit client

    We have Technicians in Germany who need to see the screens in German.  How do we do this?   thank you
    Cathy Grant
    last modified by Cathy Grant
  • Track-It! 2019 Report Wizard Error using the Summary Field / Function

    When creating a report with the Report Wizard in Track-It! 2019 R3, the resulting report seems broken if I include a Summary Field (step 4 in the Define Report Layout section). In this case, this is what I chose in th...
    Ken Soszka
    last modified by Ken Soszka
  • Unexpected Filtering Results on Modified Reports

    We are using Track-It! 2019 BUILD: 20.19.3.72   I was attempting to modify a canned report to remove the already closed tickets from the results and instead received more results based on the filtering. Not what...
    Kevin Trotman
    last modified by Kevin Trotman
  • Asset Detail View for Techs

    Im very skeptical right now. Support is advising that the only way a technician can view asset details is to make them an administrator. I have a hard time believing that the developers would code this like this. Tech...
    Sonja Vicchiollo
    last modified by Sonja Vicchiollo
  • directory importer issues

    Are there any known issues with the directory importer? It is set up correctly and despite there being users that need to be imported from AD the logs show 0 errors 0 updates and 0 new imports.
    Brady Levack
    last modified by Brady Levack
  • How can we paste a picture in the note editor?  And Note Editor window size.....

    I see that you can "upload" a picture into a ticket now... by clicking on the picture toolbar icon.  Is there any way to simply paste a picture into the text and then resize it using the familiar click and drag t...
    Micky Witztum
    last modified by Micky Witztum