I always wondered if there was a web version of Track-It for technicians but was always “No!” by the HelpDesk Coordinator below were my substitute or hacks until I did find out that a web version was indeed available. It seems the HelpDesk Manager knew but kept the from the Technicians and HelpDesk Coordinator so we always had to return to our desks to update tickets and find the next task.
AnyConnect/VPN
I shared a workstation so I took my own laptop that was for connectivity testing and added VPN to get behind the firewall. I could then see all my tickets as long as WiFi was nearby or until my laptop battery gave out. Since the connection was wireless, it was slow communicating so I would only use it to see my tasks and plot a efficient route for the day.
Remote Desktop
Once I did not have to share workstations, I let my laptop rest and enabled Remote Desktop on the workstation so that could update tickets directly from the End User computer. After a while, the Manger and Coordinator would wonder how they would never see me return but my tickets were being done plus my completed tickets whould be the highest for each day.
Browser Links
I noticed that http://helpdesk/TrackItWeb/SelfService was for the End Users but why not http://helpdesk/SelfService/ so I dropped made SelfService from the link and tested http://helpdesk/TrackItWeb/ and noticed that was for Technicians.
Track-It Server: http://helpdesk/
Technician Log In: http://helpdesk/TrackItWeb/
Self Service Center: http://helpdesk/TrackItWeb/SelfService
