As some of you may have seen, Track-It! Support changed on December 7, 2015. We're using a different support portal, which should put more information at your fingertips than our old portal did. However, this portal requires that you have a BMC Support Contract Number and a PIN. This is not the same as the Support Profile credentials that you may have used to access our previous support site. This new portal requires that each company complete a one-time registration in order to obtain a new BMC Support Contract Number and PIN. You can complete that registration in a couple of ways:
1) Send an email to email@example.com requesting your BMC Support Contract Number and PIN.
2) Call our support line: 800.537.1813 and let the agent know that you need your BMC Support Contract Number and PIN.
You can still reach our previous support site by going to http://support.trackit.com and logging in the same way you've done in the past, using the same support profile credentials that you've used in the past. Once logged in, your BMC Support Contract Number and PIN should show up on the Profile tab of the My Profile page. If you don't see them in the grid here, it indicates that no one from your company has registered to use the new portal yet.
Additionally, the BMC Support Contract ID and PIN will show up on the Submit a Request (eSubmission) page. This page has also changed somewhat. You'll now see a click here link that will allow you to see cases that were logged in the old portal (cases created prior to December 7, 2015). That takes you to the same place that you've used before. Additionally, there's a new click here link to get into the new portal. This will be required to submit any new cases, and to check on cases created after December 7, 2015.
This new portal process also means that the option that you may have been using in the Tech Client (Contact Us, then Submit a Request for Support (eSubmission)) will fail. If you try to use that now, you'll receive an error like this:
We're looking at the cleanest way to re-integrate that option back into the Tech Client. Hopefully we'll have that ready in time to get it rolled into the next update, which is due out very soon.