Track it 6.5 General Overview

Since I started using track it from version 6.5, it would be a good starting point to begin this blog by reviewing track it version 6.5 and then move on to the latest version. as you probably know, Intuit acquired track it in 2002, which then was not named track it but blue ocean, intuit developed the software up to version 6.5 and then in 2005 sold it to Numara, who has been developing the software up to now – version 8.5.

One of the best thing I like about track it is it’s simplicity, you can basically have a helpdesk system up and running within two hours with track it, the installation is straightforward and does not required advanced knowledge on networking or computing, anyone willing to follow instructions can setup a helpdesk system with track it numara software. it can either run on a PC or Windows server.

I will go over the installation of track it 6.5, but for now we will discuss its features and capabilities.

that screenshot above is the track it 6.5 dashboard. this is the technician homepage. as you can see, on the dashboard the technician gets an overview of what’s going on helpdesk. how many work orders are overdue, work order due today, and overall open work orders. from the dashboard also the technician can see the work orders arranged by type, priority and status, and if the technician has the permissions, he can also see the workstations currently audited on the inventory module. the Dashboard also features a simple announcement window, where technicians can post text announcement for himself or globally, so all technicians using track it will see them:

by checking the “visible in self-Service” option, customers will be able to see the announcements on their self-service page too.

track it 6.5 professional comes with five modules and a reporting feature by default. they are lineup as a menu on top as you can see from my dashboard here:

you can choose the modules to display on the menu, but if you click on File on the menu tool bar, you can see all the modules:

the first Module is the Inventory module, this is where all the tracked equipment in the organization reside. you can either track network equipments with a logon script on track it workstation manager ( I will talk about how to configure the workstation manager later on ) each computer is assigned to only one employee, and all employee fields can be easily modified if in case there is a need for equipment transfer:

the second module is the Purchasing module, this is where all purchasing records get saved.

the next module is the Helpdesk module. this is the module where all helpdesk ticket are located.

there are many things you can do to facilitate the helpdesk process on this module. color coding, custom views, etc.

the picture above is a completed helpdesk request. there is the summary field, priority field, date, technician assigned, etc. also on the helpdesk module there is a history, search and user defined fields options. from the history option you can see all the past issues with the equipment assigned to the requestor ( I will get into more details about the helpdesk module in the technical topics)

the next module in the menu is the Training Module. I haven’t use this module that much, but from this module you can schedule or organize trainings for users needing help on any specific subject.

the next module is the Library module, again I rarely use this module, but as the name implies, you can use it to keep track of things going in and out of the IT department. you know, like projectors or training equipment.

Library adding new item.

the last module on the track it software is the reporting feature. on track it you can customize your own reports using crystal reports, but track it already comes with tons of predefined reports for easy reporting.

this is a predefined report on how helpdesk requests closed by technicians.

as you can see track it is a simple but very well designed helpdesk system. it can definitely accommodate your needs, for small or large they might be.

next, we will looking at the technical site of track it, how to configure it and get it up and running on a production environment,.