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BMC

Track-It! 20.x: Fundamentals Administering

This 4-day instructor-led training class is designed specifically for those responsible for installing, configuring, and managing their Track-It! products.

Attendees will learn how to apply help desk best practices to configure and manage their Track-It! products through workshop exercises.

Major release:

Track-It! 20.x

Good for:

Administrators

Course Delivery:

Instructor Led | 32 horas

Course Modules

  • Installation
    • Server and Database Requirements
    • Web Browsers
    • Audited Device Types
    • Installation Models
    • Downloading Installation Files and Licenses
    • Installing Track-It!
  • Configuration Panel Basics
    • Overview / Navigation
    • Viewing License and Support Details
    • Configuring System Settings
    • Enabling Windows Authentication
    • Logging on to Track-It!
    • Configuring Operating Hours
  • User Accounts
    • User Roles and Licensing
    • Technician Groups
    • Group and Technician Permissions
  • Directory Importer
    • Overview and Concepts
    • Configuring a Connection to Active Directory
    • Field Mappings
    • Selection and Licensing
    • Scheduled Imports
  • Help Desk Configuration
    • Ticket Form Overview / Workflow Concepts
    • Category Setup and Support Specialists
    • Priority Setup and Due Dates
    • Status Setup and Stopping the Clock
    • Departments and Locations
    • Help Desk Lookups
    • Activity Codes
  • Workflow Automation
    • Automated Workflow Concepts
    • Configuring the Job Monitor
    • Configuring Business Rules
    • Configuring SLAs (Service Level Agreement)
    • Using the Business Rule Event Viewer
  • Email Configuration
    • Configuring the Email Monitor Settings
    • Configuring Incoming Email
    • Configuring Outgoing Email
    • Configuring Email Filters
  • Technician Portal
    • Technician Portal Overview
    • Working with Grid Views
    • Tickets and Assignments
    • Parent and Child Tickets
    • Working with the Dashboard
  • Forms and Templates
    • Forms and Templates Overview
    • Customizing Forms
    • Assign Forms to Groups
    • Customizing Templates
    • Applying Templates
    • Assignment Status Progression
    • Scheduling Tickets and Assignments
  • Asset Management Module
    • Asset Management Functionality
    • Configuring Network Discovery
    • Configuring Agent Deployment
    • Configuring Synchronization
    • Configuring Asset Types
    • Working with Asset Records
  • Purchasing Module
    • Purchasing Functionality
    • Configuring Purchasing Settings
    • Configuring Vendors
    • Configuring Master Items
    • Working with Purchase Orders
  • Change Management Module
    • Change Management Overview
    • Configuring Change Policies
    • Enabling Change Management
    • Approving Change Requests
    • Manual Change Requests
  • Solutions Module
    • Solutions Overview
    • Creating Topics and Solutions
    • Searching for Solutions as a Technician
    • Sending Solutions to Requestors
    • Linking a Solution to a Ticket
  • Reporting
    • Report Types
    • Running Reports
    • Copying and Editing Reports
    • Using the Report Wizard
    • Printing Reports
    • Exporting Reports