I always wondered if there was a web version of Track-It for technicians because this would make my day easier but was always told “No!” by the HelpDesk Coordinator because the HelpDesk Manager kept the information from everyone so everyone would always return to the IT Department and update the in-person tickets and then proceed to the next task.
Below were my substitute or hacks until I accidentally found out that a web version was indeed available.
AnyConnect/VPN
I shared a workstation with other technicians so I brought in my own laptop, installed Track-It, and VPN to get behind the firewall when I tether it to my smartphone. I could then see all my tickets as long as mobile data, 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 an efficient route for the day.
Remote Desktop
Once I did not have to share a workstation with other technicians, I let my laptop rest and enabled Remote Desktop on the workstation so that I could update tickets directly from the End-User’s location. After a while, the HelpDesk Manager and HelpDesk Coordinator would wonder how they would never see me return but my tickets were being done and closed plus my completed tickets would be the highest for each day as I was able to assign open tickets in the vicinity.
Browser Links
While providing support, I noticed that http://helpdesk/TrackItWeb/SelfService was for the End-Users instead of http://helpdesk/SelfService/ so I dropped SelfService from the URL and tested http://helpdesk/TrackItWeb/ and noticed that area was for Technicians. Now, I can add VPN to my Apple iPad and Android Smartphone and access Track-It more smoothy with its limter GUI.
Track-It Server: http://helpdesk/
Technician Log In: http://helpdesk/TrackItWeb/
Self Service Center: http://helpdesk/TrackItWeb/SelfService
Stephan Pringle
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