• 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
    last modified by Andrea Steele
  • create technician report

    good morning!   I just want to create a simple report and I'm struggling so much. I want to report on a list of techs who have a Named license assigned to them. the steps i've taken are as follows: 1. New Repo...
    mariam penman
    last modified by mariam penman
  • Editing Track IT Predefined SLA

    We are currently setting up Track IT 2020 for our organization, and I have come to the point where I am configuring the various SLA for what we will need. What I would like to know is can you change the predetermined ...
    Kevin Gibbs
    last modified by Kevin Gibbs
  • Not seeing the Configuration menu in Track it

    Hello everyone,   I have a user that is a member of the System Administration group.  When they log in, they do not see the Configuration module.  Which, as you can imagine is a little bit of a problem...
    Matthew Heaston
    last modified by Matthew Heaston
  • We are upgrading to Track It 2020 from 11.4

    we do not want to do a migration from our old server, so we want a fresh start. We have scheduled audits set up for 11.4, do I need to disable that in 11.4 before it works in 2020? thanks
    Theresa Wager
    last modified by Theresa Wager
  • When does the clock start on a new ticket

    When Received / Opened When categorized When assigned to a technician or group
    Eric Butkovich
    last modified by Eric Butkovich
  • Hardware Audit trail

    Where is the hardware audit trail in version 2020?
    Eric Butkovich
    last modified by Eric Butkovich
  • How to remove bmc client management agent

    How can the deployed agent be removed from a client?
    Eric Butkovich
    last modified by Eric Butkovich
  • 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
  • Software LIcenses

    Is  there a module for keeping track of your software licenses?
    James Alexander
    last modified by James Alexander
  • 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
  • logical operators in business rules

    I want to setup a rule that auto-assigns a ticket received via email to the technician who sent it.  I did this, but noticed that I needed to also include the ticket source in the conditions to prevent the rule f...
    Paul Meyers
    last modified by Paul Meyers
  • 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
    last modified by Mike Connolley
  • 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
  • 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