• Trackit 2020 business rule extract specific information out of email body

    Have a few things I am looking to do. First time trying to put in a business rule that will read in an email with a designated TO address but I need it to extract the notice being sent in the body to be pulled(about 7...
    Torrent HelpDesk
    last modified by Torrent HelpDesk
  • Import Users into Track It 2020

    Hello, Does anyone know a way to import users from a CSV or XLS into Track It 2020?  We are unable to import from AD as we have a Global AD and only need US users.  And Track It does not support drilling d...
    Mike Connolley
    created by Mike Connolley
  • When does the clock start on a new ticket

    When Received / Opened When categorized When assigned to a technician or group
    Eric Butkovich
    created by Eric Butkovich
  • E-mail Notification Configuration

    Hello,   I am working to update our e-mail notifiations to end user in TrrackIT 11.4. Under Event Policy in the "Configuration Notifications" dialog box, I have now checked the box to notify based on "Work Order...
    Bradley Jackson
    last modified by Bradley Jackson
  • Business Rule that activates when ticket Change Request Status is updated in Change Approvals

    Trying to set up a business rule that activates on a Ticket update when the Change Request Status changes to 'Approved'.  Using the condition 'Change Request Status has changed' will make the rule fire, but as so...
    Andrea Steele
    created by Andrea Steele
  • Track-It 2020 Assign monitored mailboxes to different Groups

    Hi,      We monitor two separate email addresses on Track-it 2020 for our support calls. I wondered is it possible to automatically assign emails from each mailbox to different groups. Many thank...
    David Magill
    last modified by David Magill
  • TrackIT2020 With multiple groups of techs, how do you handle outgoing e-mail?

    We have two groups of technicians, one handles strictly IT support issues, the other handles more business oriented application issues.  With TrackIT 2020, we were hoping to have one inbound e-mail address for ea...
    Emil Quatchak
    last modified by Emil Quatchak
  • Find parent WO from assignment

    Hello humans, I see how to find child assignments from the parent work order. But how do I find what the parent is if I only have the child?   Trackit version 20.20.02
    alexander sayer
    last modified by alexander sayer
  • Exporting and importing Business Rules and other module data

    I performed a data migration from 11.4 to 2020.2 this weekend and while the importing of the data was successful, the process unfortunately overwrote a lot of my work including all of my business rules. Since I have a...
    Chris Webb
    last modified by Chris Webb
  • Is it possible to move to a different database instance?

    Is it possible to configure 2020.2 to use a previously saved database?   I migrated data from 11.4 to 2020.2 this weekend and it's caused me some issues where I need to go back to my pre-migration snapshot to ge...
    Chris Webb
    last modified by Chris Webb
  • How do I force close active connections?

    I need to run the Data Segregation tool but it keeps telling me I have active connections. I've made sure IIS, the trackit services, and WWW services are all stopped. I have also restarted the application server but n...
    Chris Webb
    last modified by Chris Webb
  • How to backup and restore Track-It 2020

    I need to reinstall Windows Server on the machine I'm running Track It on. How do I back up Track it, in it's entirety, and then restore it?
    David Heald
    last modified by David Heald
  • Appending automatic replies to tickets

    Hello,   I've noticed that TrackIT 2020 doesn't process emails where the subject starts "Automatic reply: ". I can see why it would do this but we would like to see when someone is out the office in our tickets....
    Sean Middlemore
    last modified by Sean Middlemore
  • Question about Migration Tool options from 11.4 to 2020

    I'm going to be importing from 11.4 to 2020 and after reviewing the documentation, it's not entirely clear to me about what options I have in regards to the data I import. All I really want to import are the tickets a...
    Chris Webb
    last modified by Chris Webb
  • Track-It! 2020 question

    Has the DB structure changed from TI11 to TI2020 or can I run my TI11 Crystal Reports programs against the TI2020 DB without alteration? Thanks!
    John Schmidt
    last modified by John Schmidt
  • license limit exceeded

    good morning,   what happens with requestor accounts when the license limit has been exceeded? I tried to assign a self service license to someone and got the error - the license limit has been exceeded. so I'm...
    mariam penman
    last modified by mariam penman
  • Missing default business rule in TrackIT 2020

    Hello,   We've gone live with our TrackIT 2020 install and I've realised we're missing the default business rule to append replies to tickets when people reply via email.   Could I see the rule so I can re...
    Sean Middlemore
    last modified by Sean Middlemore
  • 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
  • Hardware Audit trail

    Where is the hardware audit trail in version 2020?
    Eric Butkovich
    last modified by Eric Butkovich
  • Asset searching

    How do I create an asset search for searching for a partial asset name? assets are labeled with an asset tag Example: 12129.  The machine name may have one of many prefixes applied like BRL, KEN, depending on ci...
    Eric Butkovich
    last modified by Eric Butkovich