• Moving Track-IT! To Another Server While Upgrading Trackit 2019 to 2020

    We are moving Track-IT to a newer server. Should we upgrade, then move or move then upgrade? Or can we simply install 2020 on the new server and point it to the existing database?
    John Kenney
    last modified by John Kenney
  • Show the modified fields in the Work Order Modified Notification Template

    In the Work Order Modified Notification Template, is it possible to show what fields were actually modified?   Thanks,   Jason
    Jason Riker
    created by Jason Riker
  • what are the differences between track-it 2019 and track-it 2020?

    what are the differences between track-it 2019 and track-it 2020?   Should I upgrade from 2019?
    jacquie harrison
    last modified by jacquie harrison
  • How do I remove a public view for an inactive technician?

    I have a technician that is inactive that created multiple public views in the Helpdesk module. Is there a way that an administrator can remove those public views?   Thanks,
    Matt Hackbart
    last modified by Matt Hackbart
  • ticket history/audit trail?

    hi there, where do i go in a ticket to see the audit trail of any email that was sent, or fields changed in a ticket? thanks, LK
    Linda Kirkpatrick
    last modified by Linda Kirkpatrick
  • Is it possible to change the assigned to Technician in Track-It 2020?

    We need to be able to change the assigned to technician in Track-It 2020 but the form has this field set to read only and it cannot be changed.  Is there a way to do this??
    Kimberly Anderson
    last modified by Kimberly Anderson
  • Is there a way to undo a change on the ticket design form?

    Seems like if i make a mistake on the form design, i have to start from scratch because there is no undo?  Where is the undo button?
    Kimberly Anderson
    last modified by Kimberly Anderson
  • 2019.2 - Assignment fields

    I know that this has been asked, but I can't find the answer now, sorry. We have a lot of assignments created from templates, such as terminations.  Is there any field I can put the employee's name in that will ...
    Russ Jones
    last modified by Russ Jones
  • error 7490 "Object reference not set..." encountered when attempting to log in to web interface

    On a re-occurring basis, our users will occasionally start encountering the subject error when logging into either the Self-Service or Technician Web for Track-It 11.x   Once this starts happening, no new logon...
    David DeKeizer
    created by David DeKeizer
  • Business Rules: Variables does not work in outgoing emails

    Hi,   since last weekend my customer has massivly problems with outgoing eMails (business rule -> send email to user if a new ticket is created)   All variable with {Ticket - xxxxx} does not work anymor...
    Philipp Ernicke
    last modified by Philipp Ernicke
  • Tickets are not generated from email in Trackit 11.4

    Tickets ate not being created from Trackit 11.4. Please find the error message from event manager :   The description for Event ID 1000 from source TrackIt Job Processor - TrackItBR cannot be found. Either the ...
    Daniel Allen
    last modified by Daniel Allen
  • External email not sending in TrackIt

    Our business rule to send notifications is working for internal recipients but not for external. the business rule fails. I looked at https://communities.bmc.com/thread/199314?q=external%20email  as this seemed ...
    mariam penman
    last modified by mariam penman
  • Isn't there a way to display a message to technicians when they log in?

    I need to post a notification to all Technicians.  TI Version 11.4
    John Schmidt
    last modified by John Schmidt
  • Trying to get the web api to connect

    I am attempting to create a connection to the Web API for the first time in the Track-It software. I am not able to connect successfully using the swagger files. When I attempt to use the authorizations whatever I put...
    Ben Hickok
    last modified by Ben Hickok
  • Just upgraded to 20.20 and we cannot add a note to a ticket

    When we try to add a note to an existing ticket we get a message saying something about a new ticket cannot be created from this window and then the cancel button doesn't work and we can't get out of that window. ...
    Alan Gorman
    last modified by Alan Gorman
  • Is anyone using the change request feature and also providing meaningful email notifications?

    Understanding a new version was just released, is anyone using the change request function of trackit and receiving notifications with actual content?  Right now no matter what I do I only receive the "subject" o...
    Richard DiFolco
    created by Richard DiFolco
  • SQL Failover clustering

    I remember manually running a script to fail over SQL database in 11.4, hope it is fixed in later versions. Please confirm the version in which it is fixed?
    Madhusudan Chinnammagari
    last modified by Madhusudan Chinnammagari
  • Migration Questions - Using the Migration Tool Multiple Times

    Regarding the use of the Track-It! migration tool, I have a couple of questions regarding using the tool multiple times and what you should or should not do in between migrations.   The scenario would be someone...
    Ken Soszka
    last modified by Ken Soszka
  • Business Rule and Template issue - causes multiple emails

    Chris, I think that you or Brian may have the most familiarity, but I welcome input from all parties.   For a long time we have had a business rule that took an incoming email and created a ticket.  Once th...
    Russ Jones
    last modified by Russ Jones
  • Can you email updates to ticket-form field values?

    You can link note updates by including the ticket number in square brackets (e.g. [Ticket-12345]) and using an extract formula in business rules.   Can you also do this for all other ticket-form field values suc...