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 and Database Requirements
- Web Browsers
- Audited Device Types
- Installation Models
- Downloading Installation 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
- User Roles and Licensing
- Technician Groups
- Group and Technician Permissions
-
Directory Importer
- Overview and Concepts
- Configuring a Connection to Active Directory
- Field Mappings
- Selection and Licensing
- Scheduled Imports
-
Help Desk Configuration
- Ticket Form Overview / Workflow Concepts
- Category Setup and Support Specialists
- Priority Setup and Due Dates
- Status Setup and Stopping the Clock
- Departments and Locations
- Help Desk Lookups
- Activity Codes
-
Workflow Automation
- Automated Workflow Concepts
- Configuring the Job Monitor
- Configuring Business Rules
- Configuring SLAs (Service Level Agreement)
- Using the Business Rule Event Viewer
-
Email Configuration
- Configuring the Email Monitor Settings
- Configuring Incoming Email
- Configuring Outgoing Email
- Configuring Email Filters
-
Technician Portal
- Technician Portal Overview
- Working with Grid Views
- Tickets and Assignments
- Parent and Child Tickets
- Working with the Dashboard
-
Forms and Templates
- Forms and Templates Overview
- Customizing Forms
- Assign Forms to Groups
- Customizing Templates
- Applying Templates
- Assignment Status Progression
- Scheduling Tickets and Assignments
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Asset Management Module
- Asset Management Functionality
- Configuring Network Discovery
- Configuring Agent Deployment
- Configuring Synchronization
- Configuring Asset Types
- Working with Asset Records
-
Purchasing Module
- Purchasing Functionality
- Configuring Purchasing Settings
- Configuring Vendors
- Configuring Master Items
- Working with Purchase Orders
-
Change Management Module
- Change Management Overview
- Configuring Change Policies
- Enabling Change Management
- Approving Change Requests
- Manual Change Requests
-
Solutions Module
- Solutions Overview
- Creating Topics and Solutions
- Searching for Solutions as a Technician
- Sending Solutions to Requestors
- Linking a Solution to a Ticket
-
Self Service Page Configuration
- Self-Service Page Overview
- Configure Default Settings
- Configure Appearance Settings
-
Reporting
- Report Types
- Running Reports
- Copying and Editing Reports
- Using the Report Wizard
- Printing Reports
- Exporting Reports
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Data Segregation
- Data Segregation Tool Overview
- Using the Data Segregation Tool
-
Data Migration from Version 11.4
- Migration Tool Overview
- Using the Migration Tool