Update 6/23/2016 - This issue has been resolved in Track-It! version 11.4 SP1 R1 which is available at bmc.com/support. The article at the link below has been updated.
Unfortunately this is a known issue in 11.4 SP1. Please see this KB article and open a case to be associated with the defect:
I had already searched the Track-It! KB and am disappointed it was not there.
I have absolutely no clue how to get into this site that you are pointing me to. I have three different logons for BMC sites and none of them work. I have never been able to see cases after they are opened on that site.
How do I get access?
The easiest way to get set up on our current support site is by calling support at 800.537.1813. They will get your company's account registered and you will have access. Hope that helps!
I'll try that. I have been trying to get that to work since last year and had forgotten it was a black hole. I went in again, it says Hi and then says no access.
In the meantime, can that KB be published to support.numarasoftware.com?
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We launched a new support site late last year. The old site will not be updated past version 11.4 Hot Fix 3 as far as KB articles go, and will no longer be available at some point in near future.
Here is a post about that, with important information: New Track-It! Support portal
For anyone who has not signed up yet, if you want to open a support case you must be registered on the new site. It's also the only way to get the latest information regarding known issues, etc.
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Do you use login scripts or GPOs at your facility? If so, we can simplify your life tremendously by having one of them act as the audit initiator rather than using the audit agent.
Most customers find that by using a login script or GPO to initiate the audits, they end up with far more reliable results, with far less effort. We can simply "piggyback" on one of those to initiate the audits.....and you don't have to wrestle with environmental settings that would be necessary to install the audit agent.
This Community post goes into some of the considerations that you need to address in order to get that audit agent to install:
This Community post talks about Logon Scripts
And this one briefly talks about some of the ways that you can initiate your audits:
Brian, we are auditing only servers and auditing on demand only (usually after a monthly patch cycle or a hardware change), so that won't help us. Thanks for suggesting it, though.
I have this same issue. Has anyone come up with a solution or KB accessible to everyone?
Hi David, this issue has been resolved in Track-It! version 11.4 SP1 R1 which is now available at bmc.com/support. I have updated the correct answer above, and the KB article at the link.
I went to my products and patches, but it does not show 11.4 SP1 R1 in the options to download. were do we find this download. I opened the KB article and it just says to go to bmc.com/support. It would be nice if there was an actual link in the KB article to the actual download. Any help with finding the file?
This sounds easy enough but I seem to be going in circles trying to find this update. I do not see it on the old or new support site. Can we have a direct link?
You should see it on the My Profile page at support.numarasoftware.com. Also it is available in the Product Downloads section at bmc.com/support, our new support portal. If you still cannot see it, please call 1-800-537-1813 where the call center folks can help you get registered properly, or fix whatever may be preventing you from finding it.
Maybe I can get an answer here
We are running version
Technician Client Version: 18.104.22.1688
Database Version: 22.214.171.1248
Or is that
11.4 SP1 R1 ?
What do you see in Add/Remove programs in Control Panel on your Track-It! server?
The SP1 R1 build shows up as “BMC Track-It! 11.4 SP1 R1” in there.