Track-It! 20.x: Fundamentals Administering
This 4-day instructor-led training class is designed specifically for those responsible for installing, configuring, and managing their Track-It! products.
Attendees will learn how to apply help desk best practices to configure and manage their Track-It! products through workshop exercises.
Major release:
Track-It! 20.x
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 32 hours
Course Modules
-
Installation
- Server Requirements
- Client Applications
- Audited Platforms
- Installation Models
- Accessing Install Files and Licenses
- Installing Track-It!
-
Configuration Panel Basics
- Overview / Navigation
- Viewing License and Support Details
- Configuring System Settings
- Enabling Windows Authentication
- Logging on to Track-It!
- Configuring Operating Hours
-
User Accounts
- Technicians vs. Requestors
- User Account License Types
- Technician Account Overview
- Technician Groups Overview
- Configuring Technician Groups
- Technician and Group Permissions
- Requestor Accounts Overview
- Requestor Permissions
-
Directory Importer
- Configuration
- Overview and Concepts
- Configuring Directory Service Integration
- Configuring Multiple Domain Support
- Setting Up Field Mappings
- Configuring Selection and Licensing
- Scheduling Imports
- Running Manual Imports
-
Help Desk Configuration
- Ticket Form Overview
- Workflow Concepts
- Categories & Skill Routing Setup
- Configuring Priorities and Due Dates
- Configuring Statuses
- Departments and Locations
- Configuring Activity Codes
- Configuring Help Desk Custom Lookups
-
Workflow Automation
- Email Conversation Overview
- Business Rules Overview
- Configuring Job Monitor Settings
- Using the Business Rule Event Viewer
- Configuring Business Rules
- Configuring Service Level Agreements
-
Email Configuration
- Incoming Email Setup
- Outgoing Email Setup
- Configuring Email Filters
-
Technician Portal
- Technician Portal Overview
- Grid View Functionality
- Customizing Grid Views
- Sharing Grid Views
- Tickets & Assignments Overview
- Parent & Child Tickets Overview
- Configuring the Dashboard
-
Forms and Templates
- Customizing Forms
- Assigning Forms to Groups
- Creating Ticket and Assignment Templates
- Configuring Assignment Status Progression
- Scheduling Tickets and Assignments
-
Asset Management Module
- Overview
- Client Management Configuration
- Configuring Network Discovery
- Configuring Audit Agent Deployment
- Setting Up Asset Types
- Working with Asset Records
- Asset Form Overview
-
Purchasing Module
- Overview
- Configuring Purchasing Settings
- Configuring Vendors
- Configuring Master Items
- Working with Purchase Orders
-
Change Management Module
- Overview
- Understanding Change Management Roles
- Configuring Change Policies
- Configuring Change Management
- Notifications
- Configuring Change Decisions by Email
- Working with Change Requests
-
Solutions Module
- Overview
- Creating Topics
- Creating Solutions
- Searching for Solutions from a Ticket
- Sending Solutions to Requestors
- Linking a Solution to a Ticket
-
Self Service Page Configuration
- Setting Default Settings
- Configuring Appearance Options
-
Reporting
- Report Types
- Running Reports
- Copying and Editing Reports
- Using the Report Wizard
- Printing Reports
- Exporting Reports
-
Data Segregation
- Data Segregation Tool Overview
- Using the Data Segregation Tool
-
Data Migration from Version 11.4
- Overview
- Data Migration Pros and Cons
- Starting Fresh Option
- Data Migration Options
- Module Data Refresh
- Using the Migration Tool
-
Software License Management
- Overview
- Creating and Managing License Types
- Creating and Managing Publishers
- Creating and Managing License Sources
- Creating and Managing Software Titles
- Linking and Unlinking Products &
- Applications from Software Titles
- Linking Software Licenses to Software
- Titles