• New tickets received from HTML emails don't show HTML properly in ticket notes

    When a new ticket is created from the monitoring on an email inbox, and that email is configured as HTML, then instead of seeing a properly formatted HTML document, the ticket note represents all of the HTML tags sich...
    Michael Ishii
    last modified by Michael Ishii
  • Analytics over Track-it Data

    Hi,   Anyone worked on pulling analytics from Track-It Work order details? I am looking for some KPI such as Resource/Technician Utilization -- How much time did Technician spend on Work orders Work order clos...
    Madhu C
    last modified by Madhu C
  • Is there anything that can be used to monitor Job Monitor Settings and Business Rule Event Viewer

    We had an issue today where the business Rule Event viewer queue was backed up to over 800 items.   The Job monitor service was stopped.  We had put in place the fix for hung processes last week however...
    IS Support
    created by IS Support
  • Include a link to the open ticket email that is sent to technicians.

    Is it possible to include a link that will log a technician into the system and open the ticket in Track-IT! 2018?   We currently have 2018.2 installed using windows credentials for login and have the business r...
    Seann Jenner
    last modified by Seann Jenner
  • ticket creation delay from email submissions

    We've noticed a significant delay intermittently in ticket creation from email submissions.  Are there any plans to reintroduce the Microsoft Exchange email connector?
    Tom Ransom
    last modified by Tom Ransom
  • Track-It 11.4 Inventory purge.

    Hello all,        Please excuse my naivety in asking this question.  What I would like to do is purge the current inventory in my Track-it 11.4 implementation, and start a new discovery ...
    Kemp Goode
    created by Kemp Goode
  • track-it! 2018 How Can I send a link to access ticket directly

    I'm trying to setup email notifications so that when a technician is assigned a ticket the email generates a link to go directly to that ticket.  Is this possible?
    Nathan LaRue
    last modified by Nathan LaRue
  • How do you export Trackit's tickets and Masterlist to a csv or xls?

    How do you export Trackit's ticket and Masterlist to a csv or xls? We would like to export all tickets with description, attachment, email chain, notes and resolution.
    Nhia Lee
    last modified by Nhia Lee
  • Reporting on the Audit Log in a Work Order

    Want to report on how many work orders are "escalated" or reassigned to another technician.  This information is stored under the Audit Log tab but not sure where the data resides on the database.  I don't b...
    Lisa Baker
    last modified by Lisa Baker
  • Is Track-It! 11.4 Service Pack 1 already fixed and ready for redeployment?

    Hello! I'm aware that Track-It! (Service Pack 1) was taken down from Support because of a series of defects detected upon deployment. As a matter of fact, we VARs and Integrators dealt with our share of rol...
    Jose Quintero
    last modified by Jose Quintero
  • Is there any way to bulk promote assets?

    Here's what I'm working with at the moment.   I have 160 iPads that are sitting in storage, waiting to go out. I want to scan all 160 items, and promote them ALL to my local storage. Then, when they get assigned...
    Jason Perkins
    last modified by Jason Perkins
  • Track-it Web Technician - Save Views

    Is there option somewhere to copy the public grid views from track-it client to the web interface?
    Peter Gajdek
    last modified by Peter Gajdek
  • Track-It 20.20.1

    Has anyone updated Track-It to 20.20.1? If so, what are Pros and Cons? Any issues you want to tell me about? I have read the 2020 Release 01 notes and the Known and corrected issues. I want to hear from people that ha...
    Doug Moore
    last modified by Doug Moore
  • How to link Ticket Notes to a Ticket in Track-It! 20xx business rules?

    How does one link Ticket Notes to a Ticket in Business Rules?  I can't find any reference to Ticket ID when selecting the Ticket Notes record type, but there must be a reference as they are linked in Track-It! &#...
    Mark Saacks
    last modified by Mark Saacks
  • The 2020 TrackiT! EWS email configuration

    I have heared that BMC TrackiT! 2020 version is going to support EWS (Exchange Web Services).   Do you have any news on this update of when it is coming out. We are only using EWS as main email messaging protoco...
    Kevin Ghezavati
    last modified by Kevin Ghezavati
  • Trackit 2020 Cannot add note to ticket

    Since upgrading, when creating a new ticket and adding a ticket note, get the following and cannot continue using trackit without closing the tab and logging back into the applilcation.  
    Chris Loyd
    last modified by Chris Loyd
  • Failed to retrieve the data for grid view . Additional Information: Web.Grid.004

    Good Morning   I am getting the above error on the Directory Importer/Directory service window.   on clicking the tab it says.   Failed to retrieve the data for grid view . Additional Information: Web...
    Dan Haines
    last modified by Dan Haines
  • My Change Approvals in Self Service doesn't allow you to view attachements

    Hi,   When I am going to approve a change request I wanted to review the attachments (and I have before) yeat when I click on them they error out in a text file as "The specified attachment does not exist or is...
    Tasha Helton
    last modified by Tasha Helton
  • Physical Data model?

    hi! I've downloaded the data model from here: Track-It! data model - Documentation for Track-It! 20.19 - BMC Documentation however I'd like a database data model, if that's possible, to see relationships between tab...
    mariam penman
    last modified by mariam penman
  • TrackIt 2019: Is it possible to see type - subtype

    TrackIt 2019: Is it possible to see type & subtype.  The only field current displayed is Category.
    jacquie harrison
    last modified by jacquie harrison