TrustRadius
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.https://media.trustradius.com/product-logos/tg/cO/T0E4TUMMT7EW.pngBMC Software Inc.BMC Track-It: not just a ticketing system2019-05-01T21:48:37.665ZBMC Track-It was used at one of my previous companies as the main IT Service Desk solution for a few years. It was used only by the IT department.,Easy implementation and usage.
Help desk tickets tracking.
Assets management and network scanning features.
Option to create sub-tickets for the main ticket or project and assign to different technicians.,In my experience, we had performance issues that required restarting software services.
The desktop app worked with a lot of errors and very low performance.
Inventory module wasn't working very well. Hope in the most recent version it is fixed.
Would be awesome to have project and change management modules.,7,I inherited that solution from a previous IT team and after a while, we made the decision to change the solution, so there is no ROI in my particular scenario.
Performance issues increased time for ticket resolution.,ServiceDesk Plus and Spiceworks,Microsoft Office 365, Microsoft Azure, Sophos Intercept X, Windows Server, ServiceDesk Plus, VMware ESXi, Microsoft ExchangeValery MezentsauBMC Track-It! is Great for Small Business2019-05-31T16:13:39.591ZI use BMC Track-It! as our company's help desk ticketing system and for asset tracking. Every employee in our organization submits tickets through Track-It, and we in IT then use it to manage the work required for their needs. It also keeps a database of all the machines on the network as we add or remove assets. All of this addresses the business need for an efficient IT department that can triage and respond to issues appropriately.,Ticketing: This is the primary function of Track-It for us and it does it fairly well. Users log on to a portal and enter the data we've set as required for all tickets. We did require some customization to force them to include their managers, but everything else works right out of the box. It allows users to set priorities, enter a summary, the type of issue (network, software, &c.), and then a detailed description. They can also attach files or screenshots. Tickets auto-assign to technicians based on work role.
Asset Tracking: The other important element for us is keeping an inventory of all the PCs and servers we have throughout our enterprise. This actually ties into the ticketing system, as well, as it lists the asset the user is having an issue with. For example, if a user puts in a ticket that their PC needs a piece of software installed, the asset tracking system is configured to add the name of their PC automatically. This can be changed in case the ticket is about a different asset, too.
Workflow: Like any ticketing system should, BMC Track-It helps us with our ticketing and project workflow. We can pass tickets around to other techs, either because of a particular skillset or for escalation. Notes, attachments, and ticket history help us keep track.,Multiple Techs: It would be nice if there was a way for multiple techs to be assigned instead of having to pass the ticket off and hoping it gets done. Sometimes, this makes it tough to follow up or to make sure the end user is being taken care of.
Templates: There is a ticket template system, but it is not very robust. In fact, it's fairly useless, at least for our business. It's clunky and cumbersome. While you can set up separate tickets that tie into a template (say, for a new user, where different techs have different pieces to take care of), in order to do that, the template has to be manually applied, and each sub ticket manually created with all the info from the parent ticket re-entered manually. Every. time.
Integration: Track-It does not integrate well with any other software. It only has IMAP and POP3 for email, so no direct tie into Exchange. There's no way to tie in softphone features or chat integration (for example with Cisco Jabber). This may not be a major issue, but there are definitely competitive products that do this.,7,BMC Track-It definitely makes our jobs in IT support more efficient. It's much easier to use a ticket than a simple e-mail, which can get lost in the shuffle.
The asset management piece also helps us be more efficient, keeping track of PCs, their software, and licensing.
Workflow management could be better. We often have to track down where a ticket is, which technician has it when it's moved from one tech to another. Our new user procedure ends up very clunky because everyone in our department has to touch the ticket once, but only one at a time, and there's no real way to oversee its progress.,ConnectWise Manage,PRTG Network Monitor, ManageEngine Firewall Analyzer, Microsoft Office 2016Verified UserBMC Track-It!2018-12-20T01:03:59.442ZBMC Track-It! has been used by our company for over eight years. We use it to keep track of our day to day requests for support by all of our users and also use it as a tool to help us do annual reviews for our technicians. In addition, since it has mobile access, tech are easily able to update the status of their tickets in real time as they complete them out in the field.,Integration into Exchange to access email.
Great Reporting.
Easy to use web-based app to create, log, update, and close tickets.,The inventory client does not work well. Extra overhead that is not needed.
Change control could use improvement.
The application seems to be a stepchild within BMC after it was purchased. Rare updates for the product.,7,Throughout the past eight years, Track-It! has helped our department gauge salary increases and even the ability to perhaps downsize if need be.,Spiceworks and BMC FootPrints Service CoreVerified UserBMC Track_IT2018-03-20T14:52:34.600ZWe use BMC Track-IT for our workstation and server inventory. It's a pretty easy tool to get the hang of.
However, it does not contain all of the features you may expect in an inventory software. The main drawback is the ability to customize fields that are already in the software.,Ease of use. Fairly easy to pick up quickly for first time users
Pulling information from clients,Customization of inventory fields apparently not available
Sometimes information pulled through Track-IT is inaccurate,8,Has given us an opportunity to more accurately gauge what equipment we haveChristopher BogartBuild your ticketing system the way you want and need, but watch for GIGO2017-12-15T19:16:00.173ZWe are using the Track-It! as our IT ticketing system, and for project management and work logging. It is mostly used by our IT department, but we do have our facilities department trying it to use for their ticketing system. It has helped to track work and projects in IT and also helped us to eliminate a separate help desk software for reporting and working on support requests and issues.,Crystal Reports allow for custom reports to fill whatever need you have.
An open design lets you create the workflows, ticket menus and other structures just how you want.
The email submission feature works well both directly and using web forms to submit and route tickets effectively.
The ability to create master project tickets and then assignment tickets for individual tasks/contributions works very well to organize, track, and report project tasks.,Track-It! is a wide open space. If you have too many people creating categorizations and settings on their own, it can get messy quickly.
We have had issues with tickets not properly getting released and closed, which prevents someone else from working on or adding notes to the ticket. This has improved with some updates, but if a user leaves a ticket open on their computer, it stays locked out until it is closed or their client is closed.
As tickets get older and larger, the performance of the desktop app gets very slow and hangs the application.
The desktop app isn't installed like a full application, but installs into the person's profile. It has made distributing, tracking, and troubleshooting the application difficult. I know they are pushing towards using the web app, but many prefer the desktop application.,7,We were able to consolidate down to one ticketing system and build it to fit our needs without any extra add ons.
Adoption did have some trouble with people trying to manipulate the data entry system to match the reports they wanted. This resulted in some wasted time as the system was reset and those individuals were removed from the implementation team.
This was able to eliminate many spreadsheets for tracking project work. This eliminated 'lost' projects and work and kept progress going forward.
The built in reporting replaced hours of work creating reports out of spreadsheets and emails.
We moved our help documents to their Solutions knowledge base and were able to eliminate a separate wiki server for holding that information.,Spiceworks and ServiceNow,Snow License Manager, Microsoft Exchange, Skype for Business, Veeam Backup & ReplicationVerified UserUse Track-It!2017-05-22T17:57:56.648ZWe use BMC Track-It! extensively in our IT department. We use it for tracking all of our work orders, checking equipment in and out, keeping up with our inventory, both deployed and back stock, we use it for Solutions and our Self-Service portal, Change Management. We use features like scheduled work orders and and SLA tracking. And we are deploying more and more of Track-It!'s features all the time. It keeps us organized and running as efficiently as possible. I cannot recommend this product enough for someone's IT department.,Easy to implement.
Ease of use.
Lots of features.,Not for really large organizations.
Reporting module is not intuitive or easy to use at all.,10,Great ROIAdam HummerTrack-It! - Best Work Order/Asset Management system at this level2017-04-05T01:24:10.446ZTrack-It! is a fantastic product! We use it to manage our inventory and helpdesk. Track-it! makes our helpdesk run at peak efficiency by equally distributing the work order tickets throughout the helpdesk in an even distribution. We use the self-service module so our users can enter the work orders themselves and unlock their password. The asset module tracks our computers and what software has been loaded on them. It helps us stay in compliance.,Manage work order/helpdesk tickets
Track assets
Track software usage
Track when the computer needs to be replaced,The change management module
Interfacing their purchasing module with an ERP type system,10,Paid for itself in a matter of weeks with helpdesk improved efficiency, asset tracking, and improved internal customer satisfaction.,Jacquie HarrisonBMC Track-IT! Review2017-03-28T17:16:58.219ZBMC Track-IT! was a great implementation for our organization because it streamlined the ability to organize tickets and prioritize order of urgency and allowed work-note checking. It allowed us to put a process in place that not only audited the workforce but provided a way to look back at previous problems and find root causes.,Asset Management
Ticket Tracking
Inventory Audit,Budget
SQL Base
Scan audit capibility,9,Spiceworks,Helpdesk Pilot, vSphereJoseph HaynesBMC Track-It! works well under pressure2017-07-19T16:05:00.160ZBMC Track-It! is currently being used by our IT help desk org. We primarily use it as a help desk ticketing system, however, we also make use of the asset management and license tracking functions as well. The biggest benefit was the ability to create robust workflows based on emails to the help desk. This allowed us to properly identify and prioritize incoming tickets.,Creating workflows based on keywords in email subject or body.
Asset management using network scanning.
License tracking.,Track-It! works well for our organization of up to 200 users. I don't know how well it would scale out beyond that.
Initial set up can be frustrating and challenging. Setting up forms is a tedious process.
There were occasions where functionality was missing, support logged a request ticket and nothing came of it.,7,Our previous ticketing system was free so ROI is difficult to measure.,LANDesk Management Suite and ZendeskVerified UserBMC Track-IT! Review2017-03-28T18:14:25.162ZOur IT dept uses Track-IT! to log all issues and find patterns in apps. It also allows our users to enter tickets and search for solutions that help/increase their productivity. We've been able to complete more tickets and reduce staff by using Track-IT!,Scalability and customization are very important. Also, the ability to find the documentation.
Change management built into the software was crucial when creating our service desk.
Granular permission settings helped secure the app within our environment.,The Inventory module could use some work. The auto reconsiliation feature does not work well.,9,We've decreased staff while increasing productivity.
End users feel more in control by being able to enter their own tickets.Verified User
Unspecified
BMC Track-It!
26 Ratings
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