I am excited to announce the general availability of Track-It! 2020 R2.

This release continues the innovation of the 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 Help Desk Features page.

The highlights of this release are:

LDAPs and OAuth support added

The additional security protocols were added to help support secure connections between the Track-It! Active Directory Importer utility and for email integration with Exchange Web Services.

Attachments in Templates

The Track-It! template feature now supports the ability to add file attachments to a template.

AD Pass Through Authentication

AD Pass Through authentication was extended to support Technician log ins.

Migration Tool Improvements

The Track-It! 2020 migration tool which imports data from Track-It! 11.4 has been updated to allow for an easier test to go live experience. The migration tool now provides an option to re-import module data like Tickets, Change Requests, etc. from Track-It! 11.4 while preserving configuration and settings already set up in Track-It! 2020.

Priority Hierarchy in Self Service

The Track-It! Self Service module now has its own Priority Hierarchy definition which allows auto assignment of due dates and priorities to be customized for the Self Service module.

SQL Express 2017 now bundled

The version of SQL Express bundled with the Track-It! installer was updated to SQL 2017.

Client Management 12.9 Patch 2

Track-It! 2020 R2 was updated to support Client Management 12.9 Patch 2. This version of Client Management is also bundled with the Track-It! 2020 R2 installer.

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.