BMC Track-It!

Formerly Numara Track-It!

accepting tickets

assigning tickets

Inventory

repoting

solutions

Asset Management

Help Desk Ticket Management

Change Management

Interface is outdated compared to others

Initial setup was difficult

Track issues from certain staff - allows IT to notice if there are trends

Create buckets in order to sort tickets and issues

Assign tickets to specific technicians in order to promote accountability

Not very easy to delete users or certain "tags" such as resolution codes, subtype, etc

End users can create accounts and use up a license without being specifically provisioned

Only simplistic ways to sort tickets

There are a LOT of self-help documents to help get it configured.

The email integration is fairly simple.

Configuration is convoluted in my opinion. Getting the email to flow how you'd like is difficult.

A lot of the configuration option names aren't very clear. It seems they use their own terminology for things I would have never guessed.

Support is lacking - asking them for help always results in them directing you to a KB article. Sometimes you just want hand holding.

The interface, or overall layout, of the BMC Track-It! system is very good. It's fairly easy to use from the IT department/technician point of view. All the major categories are there, such as Help Desk (work order requests), Inventory, Solutions (KB articles), Inventory, Reports, etc.

It also has a nice dashboard on the homepage that displays information in a bar graph and pie chart form on different categories related to the different features. Anyone in the IT department can visualize information to get a better idea of the work being done within BMC Track-It!

From a technician's point of view, it is easy to create new work orders, and the actual work order requests have a lot of different information boxes to fill out for each request. Having this detailed information is key for running reports within BMC Track-It!

One thing that needs improvement is the fact that the program doesn't necessarily run from the cloud/web, meaning it needs to be installed on each individual computer where it's used. The newest version that was just released may finally be cloud/web-based, but prior versions were not.

Reporting. This feature seems somewhat complicated and not very intuitive. For this reason, our organization did not really use this feature of the software.

Could not utilize a mobile app for the software, unlike many other tracking system software packages out there that offer an app so you can use their mobile version on any mobile devices.

Automated ticket creation ability is fantastic and really saves us time.

High-level of customization and integration with our Active Directory system.

Ability to create templates which can be used to speed up ticket creation as well as providing standardization.

Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.

The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.

It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.

Mass assignment of tickets

Mass addition of ticket notes

High level of customization

On 11.4: auto-assign to queues does not work.

On 11.4: email notifications to the user are very crowded and not easily read.

On 11.4: slow.

The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.

It includes email notifications where users are able to respond to an email and it updates the ticket.

The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.

The user interface is very dated and simple. It reminds of opening an application using Windows 95. All you can see is text and gray boxes. It is not user-friendly. It may be the version of the system and we may have an older version that just hasn't been updated.

The process of closing a case can be cumbersome until you get to know the system.

It should be easier to attach case documents, like dragging and dropping. Again this maybe because we have an older version of the software. You currently have to browse and select all attachments.

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.

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.

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.

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

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.

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.

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.

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

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.

Asset Management

Ticket Tracking

Inventory Audit

Budget

SQL Base

Scan audit capibility