BMC Track-It! Release Notes 11 - Squarespace

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. Numara Software, Inc. 2101 CityWest Blvd, Houston TX 77042-2827, USA 713 918 8800 Customer Support: 800 537 1813 (United States and Canada) or contact your local support center.
BMC Track-It! 11.3 Release Notes
Numara Software and BMC Software Confidential.
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How to Install the BMC Track-It! 11.3 Update ......................................................................... 1
Enhancements............................................................................................................................ 1
Automatic Concurrent Technician Logout ............................................................................ 1
Force Concurrent Technician Logout ................................................................................... 1
BMC Community Integration ................................................................................................. 1
Password Reset Assistant .................................................................................................... 1
Rebranding Capabilities for Audit.exe .................................................................................. 2
BMC Track-It! Self Service Web ................................................................................................ 2
Self Service Templates ......................................................................................................... 2
Password Reset .................................................................................................................... 5
Known Issues ............................................................................................................................. 6
Password Reset ....................................................................................................................... 6
How to Install the BMC Track-It 11.2 Update ........................................................................... 6
Enhancements............................................................................................................................ 6
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Defects Addressed .................................................................................................................... 8
Administration Console ............................................................................................................ 8
How to Install the BMC Track-It 11.1 Update ......................................................................... 12
Enhancements.......................................................................................................................... 12
Directory Importer ........................................................................................................... 12
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Help Desk ........................................................................................................................... 16
How to Install the BMC Track-It 11 Update ............................................................................ 18
Important: Oracle Support ..................................................................................................... 18
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Inventory ................................................................................................................................. 19
Reports ................................................................................................................................... 19
Self Service Web .................................................................................................................... 22
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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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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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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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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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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
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
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.
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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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
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.
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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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.
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.
Installation
TIA06452 Prompt for SA credentials appears during installation of Track-It! 11 when SQL Express is selected as the back-end
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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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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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
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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.
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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
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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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.
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
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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
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"
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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
Enhancements
Enhancements
How to Install the BMC Track-It 11 Update
Important: Oracle Support

BMC Track-It! Release Notes 11 - Squarespace

Documents

Transcript of BMC Track-It! Release Notes 11 - Squarespace