Track-It! it help desk software release 2019 R3 now available. ( – Self Service required fields and re-designed Hours/Charge calculation highlight the release

I am excited to announce the general availability of Track-It! 2019 R3.

This release continues the innovation of the new Track-It! platform and provides another release of new content for the Track-It! customer base. This release is the 3rd this year and represents another milestone for Track-It! The upgrade is completely free to customers on active support contracts.

Some of the highlights of this release are included below.

Self Service Required Fields

Administrators can now select which fields are required for their self-service users entering tickets.

New Hours/Charge calculation logic

The Hours worked and the associated Charge for a Ticket are now calculated for each individual technician working on a ticket. If 3 different technicians enter time for a particular task, their individual times and rates are used to calculate the charge for the Ticket.

Scheduled Active Directory Import

Active Directory Import now has a new scheduling interface so recurring AD imports can happen on a regular schedule.

TLS 1.2 Support added

TLS 1.2 support is now included for SQL and Email connectivity.

New Languages Added

Italian and Portuguese language support now included.

Active Directory Pass Through Authentication added for Mobile App users

If you have Technicians using the Track-It! Mobile App and who are configured for AD Authentication logins for Track-It!, those users can now type their AD Auth credentials into Track-It! Mobile to log in.

Expected Response Time, Due Date and Fix duration can now be set using Days

These settings can now be set using Days in addition to Hours, Minutes and Seconds. This allows very low priority items to easily be set weeks and months out.

Integrated Endpoint Management

We also want to reiterate that Track-It! 2019 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.