I am excited to announce Track-It! Help Desk Software 2020 R1 is now available.

This release continues the innovation of the new Track-It! Help Desk Software platform and provides another release of new content for the Track-It! customer base. This release represents another milestone and the upgrade is completely free to customers on active support. For more information on all available features and modules, visit the Features page.

The highlights of this release are:

Parent/Child Tickets

True Parent/Child Tickets are an exciting enhancement for the Track-It! platform. This new implementation allows related Tickets to be grouped under a single parent while still preserving the ability to have individual Assignment tasks within those Parent and Child Tickets. This feature provides users with options to do Problem Management, Project Management, and other tasks where the ability to take multiple related tickets and group them under one master ticket is required.

Exchange Web Services

The Track-It! email system now supports Exchange Web Services for the inbound email generation of tickets.

Bulk Delete

The bulk delete operation has been introduced into the workspace grids. Bulk delete allows someone with permissions to delete records the ability to multi-select a number of records in a workspace grid view and delete them all at once. This option has been added to all of the main workspace grid views including Asset ManagementPurchasingChange Management and Help Desk.

SQL 2019 Support added

SQL 2019 support is now included.

Inline images in Technician Notes

Images can now be pasted/inserted inline with Technician notes.

Integrated Endpoint Management

Track-It! also includes integrated endpoint management as part of the new Track-It! platform utilizing Track-It! Client Management. This solution uses a single agent to simplify deployment and provides the capabilities below. Contact your Track-It! account manager or partner for more details.

Additional Information Here are some references to additional information about this release which may be helpful.

I would like to take a moment to thank all the customers who are active in the Track-It! Community and, the Track-It! Developers Circle. A special thanks to those customers who have submitted ideas that were included in this release. Your participation in these programs helps drive the product direction in ways that benefit you and all of our customers.

We hope you enjoy this release and we look forward to bringing you more great things on this great new platform.

Cris Coffey

Cris Coffey

Cris is the Principal Product Manager for Track-It! and BMC Client Management. Track-It! is a help desk software application designed for small to medium sized businesses and Client Management is an End Point Management software application designed for Medium to Large sized businesses.