BMC Track-It! Release Notes 11.3Numara Software and BMC Software
Confidential.
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Legal Notices
©Copyright 1999, 2009 BMC Software, Inc. ©Copyright 1989 - 2014
Numara Software, Inc. BMC, BMC Software, and the BMC Software logo
are the exclusive properties of BMC Software, Inc., are registered
with the U.S. Patent and Trademark Office, and may be registered or
pending registration in other countries. All other BMC trademarks,
service marks, and logos may be registered or pending registration
in the U.S. or in other countries. All other trademarks or
registered trademarks are the property of their respective owners.
Track-It! is the property of Numara Software, Inc. is registered
with the U.S. Patent and Trademark Office, and may be registered or
pending registration in other countries. All other Numara Software
trademarks, service marks, and logos may be registered or pending
registration in the U.S. or in other countries. All other
trademarks or registered trademarks are the property of their
respective owners. Oracle and Java are registered trademarks of
Oracle and/or its affiliates. Other names may be trademarks of
their respective owners. The information included in this
documentation is the confidential information of BMC Software,
Inc., its affiliates, or licensors. Your use of this information is
subject to the terms and conditions of the applicable End User
License agreement for the product and to the proprietary and
restricted rights notices included in the product documentation.
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Canada) or contact your local support center.
BMC Track-It! 11.3 Release Notes
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How to Install the BMC Track-It! 11.3 Update
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Enhancements............................................................................................................................
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Automatic Concurrent Technician Logout
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Force Concurrent Technician Logout
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BMC Community Integration
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Password Reset Assistant
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Rebranding Capabilities for Audit.exe
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BMC Track-It! Self Service Web
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Self Service Templates
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Password Reset
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Known Issues
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Password Reset
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How to Install the BMC Track-It 11.2 Update
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Enhancements............................................................................................................................
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Defects Addressed
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Administration Console
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How to Install the BMC Track-It 11.1 Update
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Enhancements..........................................................................................................................
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Directory Importer
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Help Desk
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How to Install the BMC Track-It 11 Update
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Important: Oracle Support
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BMC Track-It! 11.3 Release Notes
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Inventory
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Reports
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Self Service Web
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BMC Track-It! 11.3 Release Notes
About BMC Track-It! Version 11.3
The following release notes include information about BMC Track-It!
11.3 (11.3.0.355). Several enhancements have been added to Release
11.3 and several defects have been addressed. Known issues are
listed.
How to Install the BMC Track-It! 11.3 Update
Important: All BMC Track-It! Technician Clients should be closed
before applying the update (Technician Client, Technician Web,
Mobile Web, and Self Service Web). If this is not done, logged-on
technicians will see a "session has expired" error message when
they attempt to work within the application. They will have to
close the application, and can log back in when the update is
completed.
For information on how to upgrade Track-It!, see this Knowledgebase
article.
Enhancements
Active Directory (AD) Authentication Configuration
The user interface now available in the Administration Console in
Track-It! simplifies the process of configuring “Windows
Authentication” or “Pass Through Authentication” for Technicians or
Users who know their AD credentials.
Automatic Concurrent Technician Logout
In order to release licenses for Track-It! for technicians with
concurrent licenses, Technician Accounts can be configured to be
automatically logged out after a specified time, or they can be
manually logged out.
Force Concurrent Technician Logout
In order to release licenses for Track-It! for technicians with
concurrent licenses, Track-It! Administrators can now forcefully
disconnect Concurrent Technicians to free up the license.
BMC Community Integration
In order to leverage the strong community population and to further
expand its use, we have introduced a new control which will provide
a live stream of Blog posts and popular discussions from the BMC
Track-It! Community right within the Track-It! Technician Client
and Track-It! Web.
Password Reset Assistant
BMC Track-It! Password Reset has been completely redesigned and
rewritten for this release. Password Reset provides users with a
Password Reset Web portal that enables them to securely reset
forgotten network passwords and unlock their accounts without
assistance from the help desk or IT staff. The newly designed
Password Reset also includes the ability to add a Forgot Password
button directly to the end users Windows login page, making access
to the Password Reset portal even easier.
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Web Services API for Inventory/Assets
In addition to the Web Services for Help Desk added in a prior
release, Track-It! now includes Web Services for the Inventory as
well. This allows developers to create custom applications or
integrations with other tools to add, edit and delete inventory
items from the Track-It! Inventory. In addition, CORS support has
been added for this release.
Rebranding Capabilities for Audit.exe
If you manage systems for other organizations or are an IT Service
for hire company, you may wish to set your own company name and
logo in the Track-It! Audit agent. This release includes the
ability to customize the company name and icon in the Agent so that
it looks like your own.
BMC Track-It! Self Service Web
Self Service Templates
Users raise the same kinds of requests every day, and to address
them, the user can now choose to make use of the Self Service
Templates functionality. This new feature allows self-service users
to select from a list of pre-configured common requests, configured
by the Track-It! Administrator, to allow quicker and easier
submission of work orders and ensure data accuracy for the
technicians responsible for resolving those issues.
Defects Addressed
The following defects have been addressed in BMC Track-It! 11.3.
Click the Article ID number to open your Web browser and access the
Knowledgebase article describing the issue and its
resolution.
Article ID Description (listed in order per functionality and user
interface)
Automatic Notifications
TIA07014 'Expected Response Date has passed' e-mail is still sent
even though a 'Date Responded' value exists in the work order
General / Application Wide
TIA01482 Request ability to automatically log a concurrently
licensed technician out of Track-It! after a pre-set amount of
inactive time
Login
TIA03943 "Unable to create license file" or "License is expired"
error appears when launching Technician Client
Administration Console
TIA06992 Rule named "1" appears in E-mail Monitor Rules after
upgrading to Track-It! 11.2
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Article ID Description (listed in order per functionality and user
interface)
TIA07198 Links for appending and checking status not removed from
notifications after disabling the "Include append and status links"
option in the Administration Console
Help Desk
TIA06712 Work order assignments created from a template do not have
the requestor's associated asset set by default
TIA06730 "Failed to save work order" appears if the CC field
contains a trailing semicolon
TIA06974 Hours not updated in work orders when notes are deleted in
Track-It! 11.2
TIA06979 Asset Discovery created work orders cannot be
closed/completed after upgrading to Track-It! 11.2
TIA07188 'Object reference' error appears while saving a custom
grid view
TIA07021 Weekly scheduled work orders stop being created after the
new year
TIA07107 'Object reference not set to an instance of an object'
error appears after editing or deleting resolution notes
TIA04822 Assignment work orders created from a work order template
don't include the requestor's department and location
information
Inventory
TIA07191 Audit.exe won't run on non-English Windows XP machines
with no C:\Documents and Settings folder
TIA07203 Some Installed Program records marked as 'Removed
Software' after running Audit.exe
TIA07199 User information entered during Audit not added to the
asset after merging Audit results into Inventory
TIA07123 Some Audited machines' operating system detected with ? in
the name
Monitor, Receive and Alert
TIA05703 Mail Monitor may associate the wrong requestor with new
work orders if users with the same name exist in Track-It!
TIA06964 Embedded images not added as attachments to work orders
created by E-Mail Monitor in Track-It! 11.2
TIA06978 E-mail Monitor fails to create a new work order in
Track-It! 11.2 if the e-mail is received without an SMTP FROM
address
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Article ID Description (listed in order per functionality and user
interface)
TIA06984 Work orders created with no file attachments if e-mails
contained .MSG or .EML attachments
TIA06981 Default E-mail Monitor policy is always applied when
e-mails are sent to a secondary e- mail box with CC or BCC
addresses in Track-It! 11.2
TIA06985 Work order attachments not appended properly by E-mail
Monitor
TIA07187 E-mail Monitor fails to append to existing work order.
"Sequence contains no elements" error appears in Automated Schedule
log
TIA07013 E-mails are not deleted or moved as expected when
configured for IMAP
TIA07016 'Input string was not in a correct format' appears in the
E-mail Monitor log when an attempt is made to append to an existing
work order
TIA07029 E-mail Monitor fails to create work orders if a Rule for
Subject exists that is surrounded by brackets [ ]
TIA07189 Line breaks removed from notes if initial e-mail was sent
in plain text and the Exchange Web Services e-mail type is being
used for E-mail Monitor
TIA07190 E-mail Monitor Lotus Notes configuration is overwritten if
a separate Technician Client machine with Lotus Notes is used to
view the E-mail Monitor configuration page
TIA07028 Notifications take several minutes longer to send or do
not appear to send at all after installing Track-It! 11.2
TIA07025 E-mail Monitor processes e-mails from itself, causing a
loop
TIA07030 E-mail Monitor generates an error if a Rule for Subject
exists that is surrounded by asterisk or bracket characters
TIA07060 Same CC e-mail address is added to a work order multiple
times after appending via e- mail
TIA07122 E-mail Monitor fails to create work orders or creates them
with no notes when using the Exchange Web Services e-mail
type
TIA07141 E-mail Monitor fails to read some e-mails when using the
Lotus Notes e-mail type in Track-It! 11.2
TIA07234 'NO The specified message set is invalid' appears in the
Automated Schedule log when E-mail Monitor checks for new
messages
TIA07252 E-mail Monitor creates a new work order with only 1
attachment if several files with the same name had been attached to
the e-mail
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Article ID Description (listed in order per functionality and user
interface)
TIA07268 Clickable URL links lost in some work order
notifications
Password Reset
TIA02215 Challenge questions don't appear, user is asked to
register again, and/or Password Reset Administrator cannot be run
if Password Reset is installed on a Web server with non-U.S.
standard date format
TIA03952 "Unsuccessful Password Reset" e-mail is received after a
successful password reset
TIA02685 Incorrect Subtype or Category values may appear in the
Password Reset administration utility
TIA04238 Reset Password function fails in some domain
environments
TIA04299 Password Reset fails if the entered password contains <
or > characters
TIA03726 Unsuccessful password reset does not create a new work
order
TIA04313 "Index was out of range" error appears when changing the
number of user questions for Password Reset
TIA04475 Password Reset's configured "FROM" name not included in
the survey e-mail
TIA05957 Work orders not created for successful password resets if
duplicate subtypes or categories exist
TIA05924 Password Reset Administrator reports a successful e-mail
test but the e-mail is not received
TIA06868 Close Browser button on Password Reset pages doesn't work
when using Internet Explorer 10
Reports
TIA06991 Software Title printout shows no asset information
TIA07048 Work Order printout's work order numbers sometimes appear
out of synch with the data on the page
TIA07046 Work Order printout from Self Service Web removes note
formatting
Track-It! Web
TIA07057 Work orders grouped by date in Technician Web all appear
under their own grouping
Track-It! Self Service Web
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Article ID Description (listed in order per functionality and user
interface)
TIA05048 Request ability to select or apply work order templates to
work orders created in Self Service Web
Known Issues
Article ID Description
Password Reset
TIA07250 Can't navigate the Password Reset site in kiosk mode on
some systems
Inventory
TIA03655 File installation status not updated by Quick Audit if the
file no longer exists on the workstation
BMC Track-It! 11.2 Release Notes
About BMC Track-It! Version 11.2
The following release notes include information about BMC Track-It!
11.2 (11.2.0.345). Several enhancements have been added to Release
11.2 and several defects have been addressed. Known issues are
listed.
How to Install the BMC Track-It 11.2 Update
Important: All BMC Track-It! Technician Clients should be closed
before applying the update (Technician Client, Technician Web,
Mobile Web, and Self Service Web). If this is not done, logged-on
technicians will see a "session has expired" error message when
they attempt to work within the application. They will have to
close the application, and can log back in when the update is
completed.
Enhancements
E-mail Configuration Redesign
See the topics in the E-mail Configuration in the Administrator's
Guide.
E-mail configuration in the Administration Console has been
redesigned
Incoming/Outgoing E-mail Options o In addition to POP3/SMTP,
Exchange Web Service, and Lotus Notes, IMAP
integration has been added. MAPI is no longer supported. See
Configuring Incoming E-mail in the Administrator's Guide.
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o Administrators can set up how the incoming emails should be
handled after they are processed by the Track-It! server: either
left on server, deleted, or moved to another folder.
o If the Automated Schedule is configured, Administrators can
configure the system to check for e-mails only during operating
hours.
o Administrators can add email domains to a whitelist so that
emails from specific addresses or domains are always converted to
work orders. See Setting up Rules for Converting E-mails to Work
Orders in the Administrator's Guide.
o All incoming e-mail protocols will use SMTP for outgoing email. o
Additional append settings have been moved from the configuration
files to the
Work Order Updates panel in the E-mail Configuration section in the
Administration Console. These settings allow incoming e-mails to
reopen closed Work Orders. Administrators can also specify whether
to validate the incoming e-mail's address. See Setting up Work
Order Status Updates in the Administrator's Guide.
Help Desk
Response Date o The Date Responded field has been added to Work
Orders to display the date
and time a Technician initially responds to a Work Order. See
Scheduling and Viewing Work Order Due Dates and Response Dates in
the Technician's Guide.
o The Expected Response date field has also been added. The field
is populated from an Event Policy that matches the Work
Order.
o The Expected Response Date and Expected Response Date Approaching
Alarm fields have been added to Event Policies. See Setting up Work
Order Event Policies in the Administrator's Guide.
Work Order Timer / Time Spent o The Work Order timer has been added
to automatically calculate a Technician’s
time spent on a Work Order and records that time in Work Order note
entries entered by the Technician. See Enabling Journaling and the
Work Order Timer in the Administrator's Guide.
Stop the clock / Event Policies / SLAs o Technicians can designate
a status that will stop the clock and place a Work
Order on hold. This is so that the Due Date and Expected Completion
Date in Event Policies are recalculated and Service Level
Agreements (SLAs) are not adversely affected. See Defining Work
Order Statuses in the Administrator's Guide.
o You can specify in Event Policies to recalculate due dates and
times if a Technician places a Work Order on hold. See Setting up
Work Order Event Policies in the Administrator's Guide.
Tracking Time on Work Orders o Administrators can track the time
spent on a work order by a technician.
Inventory - Auditing
If any computers are offline, Administrators can configure the
system to continue to try to connect and perform Scheduled Audits
until network connectivity is reestablished. See Configuring
Scheduled Audits (Date/Time).
Audits can now detect logged-in user information, antivirus
software installed on computers, and additional hardware
information. See Viewing Hardware Audit Results and Viewing
Software Audit Results
Note: If you are using a distributed audit environment, you must
copy both the Audit.exe and the TrackIt.Audit.dll file to the other
locations.
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The Web Services API feature enables software developers to
integrate Track-It! and other applications or custom utilities in
your organization. The API can be used to perform various actions
such as creating Work Orders and searching for Work Orders created
through other interfaces. See Web Services API.
BMC Track-It! Web
All of the new features listed above for Technician Client are also
available in Track-It! Web, except for the Administration
Console.
BMC Track-It! Mobile
All of the features in Track-It! Web are also available in
Track-it! Mobile, except the Work Order Timer feature is not
available for Quick Edits.
Remote Control iTunes App
A new Remote Control iTunes app is available for iOS/iPad. See the
BMC Track-It! Remote Control Mobile for IOS guide on our Support
Web site.
Defects Addressed
The following defects have been addressed in BMC Track-It! 11.2.
Click the Article ID number to open your Web browser and access the
KnowledgeBase article describing the issue and its
resolution.
Article ID Description (listed in order per functionality and user
interface)
Administration Console
Inventory
TIA04204 Audit appears to "Hang" on some Windows machines
TIA04223 Audits sit in a "Requested" state in the Audit Queue
E-Mail Monitor
TIA06711 Work orders created from HTML e-mails have header and
signature information that is double spaced.
TIA06576 "Connection Closed Gracefully" error appears when E-mail
Monitor attempts to read e- mail from pop.gmail.com if Track-It! is
installed on Windows Server 2012
TIA05385 E-Mail Monitor generates "An unknown error" when reading
some e-mails
TIA04993 E-Mail Monitor converts certain international characters
to standard English characters or question marks in the new work
order that is created
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Article ID Description (listed in order per functionality and user
interface)
TIA05267 Mail Monitor creates work orders with HTML in the body if
configured for POP against Exchange server
TIA05265 Mail Monitor creates some work orders with incomplete text
if characters from unknown character sets exist in the original
e-mail
TIA05386 E-Mail Monitor stops processing e-mails if a Notes.id file
is attached to an e-mail
TIA06905 E-mail Monitor may not create work orders if e-mails with
large attachments are read
TIA04272 Characters with accents and other symbols are converted to
question marks in E-mail Monitor rules
TIA04353 Custom text fields with default values not populated in
work orders created by E-Mail Monitor
TIA04359 Department number of the requestor not included in work
orders created by E-Mail Monitor
TIA05054 E-Mail Monitor creates work orders with missing links and
description text if e-mails are sent in plain text with a URL
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Help Desk
TIA06655 Resolution note text defaults to double spaced line breaks
when Enter is pressed
TIA06649 Cannot copy work order note text to the Windows clipboard
if the note is an E-mail Message
TIA06656 "Unknown error. The image file ... is in an unsupported
format." error appears while attempting to insert an inline image
into a solution or work order resolution note
TIA06675 "Error saving Work Order", "Error opening Work Order", or
"Error opening Request for Change. A finder method expected a
single returned object" appears when saving or opening a work order
in Technician Web
TIA06715 Resolution note text is removed after pressing F5
TIA06932 Resolution font changes to size 0 and text cannot be
entered into the Notes field
TIA06746 Notes appear to be out of order after applying a work
order template
Solutions
TIA06713 "Error deleting topic" appears while deleting a topic in
the Solutions module if a subtopic with solutions had previously
been deleted
Track-It! Web
TIA06610 "Error saving Work Order" error appears in Technician Web
if Skill Routing Policy assigns a technician that the logged on
technician has no access to
TIA06643 Password Reset registration fails in Track-It! 11.1
TIA06543 Solution ID and Private check box not visible in
Technician Web when using Safari 5.0.x web browser
TIA06’738 "Error opening Work Order" appears in Technician Web
while opening work orders associated with Change Requests
Software License Management
TIA06710 Software License attachments are lost if the license is
deleted but changes to the Software Title are not saved
Purchasing
TIA03511 "An unexpected error occurred while trying to copy a
purchase order. Violation of UNIQUE KEY constraint" appears when
copying a purchase order
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Reports
TIA06668 Work order report's description notes don't start until
the 2nd page
TIA06921 Work order printout shows HTML text in assignment work
order resolution notes
Known Issues
Article ID Description
Installation
N/A When trying to run the Audit.exe file on XP or Windows 2003
machine, the Application error occurs. You must install .Net
Framework 4.0.
N/A When launching the Audit.exe file on any machine or asset,
nothing happens. You need to place the TrackIt.Audit.dll file in
the same location where Audit.exe is being executed.
Administration Console
E-Mail Monitor
TIA06873 E-mail Monitor no longer supports local MAPI clients and
must be configured to use Exchange Web services, IMAP, POP, or
Lotus Notes.
Web Services API
TIA06960 Large string values generate SQL transaction errors when
creating work orders via Web Services API.
TIA06959 Large integer values not displayed properly in Track-It!
work orders when created via Web Services API.
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BMC Track-It! 11.1 Release Notes
About BMC Track-It! Version 11.1
The following release notes include information about BMC Track-It!
11.1 (11.1.0.337). Several enhancements have been added to Release
11.1 and several defects have been addressed.
How to Install the BMC Track-It 11.1 Update
Important: All BMC Track-It! Technician Clients should be closed
before applying the update (Technician Client, Technician Web,
Mobile Web, and Self Service Web). If this is not done, logged-on
technicians will see a "session has expired" error message when
they attempt to work within the application. They will have to
close the application, and can log back in when the update is
completed.
For information on how to install the update, see this
Knowledgebase article.
Enhancements
The following enhancements have been added to BMC Track-It! 11.1
(listed in order per functionality and user interface):
BMC Track-It! Technician Client
Work Orders and Assignments
Administrators can configure Track-It! to disable the prompt that
appears when a Technician closes the last assignment work order of
a parent work order. See our Knowledge Base article for
instructions.
Directory Importer
You can configure Directory Importer to remove or disable users no
longer found in the directory. For details, see our Knowledge Base
article.
Note: If a user is disabled in Active Directory, Directory Importer
will revoke the Self Service license from the user. But if that
user is re-enabled in Active Directory later, Directory Importer
will NOT re-enable the license.
Announcements
Administrators and Technicians can edit Announcements on the Home
Page.
See the Creating announcements topic in the online help or BMC
Track-It! Technician's Guide on our Support Web site for
details.
Help Desk
Administrators can customize certain Help Desk fields so that
Technicians are required to fill them out before a Work Order can
be closed.
See the Customizing Fields topic in the online help or Technician's
Guide.
Technicians can create Resolution Notes with rich text formatting
and images.
See the Documenting Work Order Resolutions topic in the online help
or Technician's Guide.
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Self Service
Administrators can hide Work Order Types, Subtypes, and Categories
from Self Service users.
See the Defining Work Order Types, Subtypes, and Categories topic
in the online help or Administrator's Guide.
Solutions
Technicians can create Solutions with rich text formatting and
images, which can be added to Work Orders as Resolutions.
See the Adding and Maintaining Work Order Solutions topic in the
online help or Technician's Guide.
BMC Track-It! Web
Technicians can create Work Orders from templates.
See the Creating a Work Order from a Template (BMC Track-It! Web)
topic in the BMC Track-It! Web online help or the BMC Track-It! Web
Technician's Guide on our Support Web site for details.
Technicians can create Resolution Notes with rich text formatting
and images.
See the Documenting Work Order Resolutions (BMC Track-It! Web)
topic.
Solutions
Technicians can create Solutions with rich text formatting and
images, which can be added to Work Orders as Resolutions.
See the Adding and Maintaining Work Order Solutions (BMC Track-It!
Web) topic.
Training
The Training module has been added to BMC Track-It! Web.
See the Tracking Training for Individuals in Your Organization (BMC
Track-It! Web) topic.
Reports
The Reports module has been added to BMC Track-It! Web.
See the Reports Overview (BMC Track-It! Web) topic.
BMC Track-It! Mobile
Technicians can create a Work Order from a template.
See the Creating a Work Order from a Template topic in the BMC
Track-It! Mobile online help or the BMC Track-It! Mobile Web
Technician's Guide on our Support Web site for details.
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Solutions
Technicians can view Solutions with rich text (such as text
formatting and hyperlinks) and images, such as screen shots.
See the Searching for Solutions topic.
Defects Addressed
The following defects have been addressed in BMC Track-It! 11.1.
Click the Article ID number to open your Web browser and access the
KnowledgeBase article describing the issue and its
resolution.
Article ID Description (listed in order per functionality and user
interface)
Installation
TIA06452 Prompt for SA credentials appears during installation of
Track-It! 11 when SQL Express is selected as the back-end
Administration Console
TIA06367 "An unexpected problem occurred while saving" error
appears while saving the Default E-mail Monitor policy in Track-It!
11
Inventory
TIA06356 "No object instance was found for the specified query"
error appears when opening Inventory or clicking on an asset.
TIA06453 New Audits merge into random existing assets in Inventory
after running Purge Audit History
Email Monitor
TIA05669 E-Mail Monitor policies with E-mail Addresses as a
matching criteria only apply if the matching addresses are listed
in the TO field
Scheduled Work Orders
TIA06212 Work orders created by Scheduled Work Orders feature don't
include the requestor's call back number
Login
TIA06326 Technician Single Sign-on feature doesn't work after
moving Windows credentials to another technician record
TIA06509 "Current language is not supported by the spell checking
component" error appears while logging into Track-It!
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Article ID Description (listed in order per functionality and user
interface)
TIA06433 "The INSERT statement conflicted with the FOREIGN KEY
constraint "ChangeRequest_FK_TAS" error appears while saving a work
order
TIA06461 New work order form takes longer to appear in Track-It! 11
than in prior versions if thousands of Type, Subtype, and Category
records exist in the Track-It! database
Inventory
TIA06457 Computer Name not detected by Audit on some machines
Solutions
TIA05263 "Error deleting topic" error appears after moving topics
or subtopics and solutions are removed from the database if the
original topic is deleted
Library
TIA06358 "Unknown error", "Error opening a library item", or "Error
checking in a library item" appears when opening or checking in
some Library items in Track-It! 11
TIA06370 Technicians can no longer manually set the Check-Out Date
of a Library item
Reports
TIA06382 Solution report printout only shows the first line of the
solution details
TIA06578 Program/File License Summary report shows the same counts
for every program and file in the same Software Title
Track-It! Web
TIA06516 BACKSPACE key cannot be used to remove text from some
fields in Technician Web
Self Service Web
TIA06129 Self Service users receive "You are currently logged off"
or "Failed to submit new Work Order" error messages while working
in Self Service Web
TIA06344 Plain white page appears after clicking Add a New Work
Order in Track-It! 11 Self Service Web
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Article ID Description
Track-It! Technician Client
Images
TIA06472
"The image size is too large and exceeds the maximum size of 32KB"
appears while saving a solution with embedded pictures in
Technician Client.
TIA06547 Embedded images not shown in work order printout.
Directory Importer
TIA06546 Directory Importer creates duplicate users or technicians
if the previously imported AD accounts were deleted and recreated
later.
Track-It! Web
HTML Formatting and Images
TIA06541 Underline color in Solutions not changed when color of
text is changed.
TIA06540 Work order and Solution reports in Technician Web show
HTML code when embedded images exist.
TIA06542 Notes are overlapped when multiple notes are added to a
Solution.
TIA06544 Images in Solutions cannot be resized after upload in
Technician Web.
Help Desk
TIA06554 "Error opening Work Order. The record may exceed the 10 Mb
size limit" appears while attempting to open a work order in
Technician Web
TIA06573 Slow response or "Unresponsive script" error is displayed
when opening a Resolution note in Technician Web running in
Firefox
Solutions
TIA06543 Solution ID and Private check box not visible in
Technician Web when using Safari web browser.
TIA06562 Size of text highlighting not changed when changing the
size of text in a Solution in Technician Web
Numara Software and BMC Software Confidential.
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Search
TIA06545
Search feature in Mobile Web does not allow switching modules on
iOS 3.x.
Self Service Web
Login
TIA06539 Users cannot login to Self Service Web when using Internet
Explorer 10.
Numara Software and BMC Software Confidential.
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BMC Track-It! 11 Release Notes
About BMC Track-It! Version 11
The following release notes include information about BMC Track-It!
11 (build number 11.0.0.320). One main enhancement has been added
to Release 11 and several defects have been addressed.
How to Install the BMC Track-It 11 Update
Important: All BMC Track-It! Technician Clients should be closed
before applying the update (Technician Client, Technician Web,
Mobile Web, and Self Service Web). If this is not done, logged-on
technicians will see a "session has expired" error message when
they attempt to work within the application. They will have to
close the application, and can log back in when the update is
completed.
For information on how to install the update, see this
Knowledgebase article.
Important: Oracle Support
Oracle support for new customers was discontinued as of February,
2012. Customers running BMC Track-It! with Oracle will not be able
to upgrade to Track-It! 11. However, current customers already
using an earlier version of BMC Track-It! on Oracle can continue to
use it and receive technical support until January, 2014. Please
contact your sales representative if you have any questions about
product options.
Enhancements
The following enhancements have been added to BMC Track-It! 11
(listed in order per functionality and user interface):
Log in
Administrators can configure Windows authentication for Technicians
(Technician Client and Technician Web) and for Self Service users
(Self Service Web). For detailed instructions on configuring
Windows authentication, see our KnowledgeBase articles: Windows
authentication for technicians in Track-It! 11 and New Windows pass
through authentication for Self Service users.
519930
Request for Technician Web to allow the automatic login of
Technicians Based on NT account
906188 Request ability to log in to Technician Client via Windows
pass through authentication
Help Desk
Schedule Work Orders on a Weekly Basis
Work orders can now be scheduled on a weekly basis. For detailed
instructions, see Creating Work Order Schedules in the online help
or Administrator's Guide.
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19
Inventory
Purge Audit History
Administrators can purge hardware audit data from the system to
clear out old outdated information about your computer assets. For
detailed instructions, see Purging Audit History in the online help
or Technician's Guide.
Schedule the Asset Monitor to Purge Audit History
The Asset Monitor Schedule is configured by default to
automatically run every 15 minutes to purge audit history.
Administrators can also configure the schedule and view the Asset
Monitor log. For detailed instructions, see Configuring the Asset
Monitor Schedule in the online help or Administrator's Guide.
827363 Request to include feature for purging audit history
Reports
Administrators can configure BMC Track-It! to schedule and
automatically run reports and e-mail them to specified users.
955510 Request to run reports on a scheduled basis
Track-It! Web
Purchasing
Library
1069133 Request for Technician Web to include Purchasing module
access
Track-It! Mobile Web
For detailed instructions on the following features, see the
Track-It! Mobile online help or the Track-It! Mobile Technician's
Guide.
New Home Screen
After logging in to Track-It! Mobile, Technicians can quickly
access the Help Desk and Inventory modules, Search, Help, and
Announcements from the new home screen.
Announcements
Help Desk
Technicians can send email messages to Requestors or Technicians
(including attachments), and SMS messages to Technicians within
Track-It! Mobile. Messages and responses are captured on the Work
Order Notes and Audit Trail tabs.
Inventory
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Defects Addressed
The following defects have been addressed in BMC Track-It!). Click
the Article ID number to open your Web browser and access the
KnowledgeBase article describing the issue and its
resolution.
Article ID Description (listed in order per functionality and user
interface)
Installing Track-It!
1069128 Distribute Technician Client e-mail contains no link to
install Technician Client if Track-It! Web is not installed
Moving Track-It!
1044281 "Incorrect syntax near '%'" error appears during TI.exe
restore operation
Help Desk
1069120 Technicians are able to delete text in existing work order
notes even though Journaling is enabled
Automatic Notifications
943734 Request ability to change the order of the notes in work
order notifications
Inventory
1069130 Vendor, Lease Vendor, an Maintenance Vendor fields auto
populate with the same name after adding a new vendor through a
Tracked Item in Inventory
Asset Discovery
938002 Work order created by Asset Discovery when new assets are
found doesn't show any information on the discovered assets
Software License Management
863428 Can't multi-select assets when assigning them to licenses in
a Software Title
Numara Software and BMC Software Confidential.
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Purchasing
823759 Cannot find Master Items by searching by part number
848776
E-mails generated from Purchasing do not include any information
from the purchase order in the subject
1069116 Duplicate ITEM table records are created after transferring
items from purchase orders
Reports
465164 "Summary of Completed Work Orders By..." or "Completed Work
Orders By..." reports count hours incorrectly
558161 Request ability of printing hierarchal structure of Types,
Subtypes, and Categories
934367 "Training History" Report Never Shows any Data
977065 "Company Bar Coded Assets By Location" Report Shows a Date
that is 1 Day Prior to the Date in the Assets
Administration Console
Email Monitor
828605 Status Field Not Included in the "Request Updated Status"
E-mail that is Returned
898772 Some Work Order Fields Not Available for Inclusion in the
Work Order Status Updates E-mail
914082 Track-It! Service Management service won't remain started if
Exchange server setting is used for E-Mail Monitor and the domain
name starts with a number
1025173
Mail Monitor configured for POP/SMTP does not work with Microsoft
and Gmail hosted mailboxes
1069113
Work orders created with a dot for the requestor name when using
Lotus Notes with E- mail Monitor
Help Desk/Scheduled Work Orders
1051999 Error appears when saving Scheduled Work Orders on machines
setup with Italian Regional Options
1069126 Scheduled Work Orders not created if the Track-It! server
name is longer than 15 characters
1069143 Error opening report: "UFL 'u25tiufl.dll' that implements
this function is missing"
Numara Software and BMC Software Confidential.
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Self Service Web
1041713 Request ability to change the displayed company name in
Track-It! Self Service Web
Known Issues
An issue has been identified with installing BMC Barcode over an
existing installation of Numara Barcode. The existing installation
is found but certain necessary MSI files are not. You must manually
uninstall Numara Barcode and then install BMC Barcode.
How to Install the BMC Track-It! 11.3 Update
Enhancements
Automatic Concurrent Technician Logout
Force Concurrent Technician Logout
Rebranding Capabilities for Audit.exe
Self Service Templates
How to Install the BMC Track-It 11.2 Update
Enhancements
How to Install the BMC Track-It 11.1 Update
Enhancements
How to Install the BMC Track-It 11 Update
Important: Oracle Support
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