BMC Track-It! works well under pressure
Rating: 7 out of 10
IncentivizedUse Cases and Deployment Scope
BMC Track-It! is currently being used by our IT help desk org. We primarily use it as a help desk ticketing system, however, we also make use of the asset management and license tracking functions as well. The biggest benefit was the ability to create robust workflows based on emails to the help desk. This allowed us to properly identify and prioritize incoming tickets.
Pros
- Creating workflows based on keywords in email subject or body.
- Asset management using network scanning.
- License tracking.
Cons
- Track-It! works well for our organization of up to 200 users. I don't know how well it would scale out beyond that.
- Initial set up can be frustrating and challenging. Setting up forms is a tedious process.
- There were occasions where functionality was missing, support logged a request ticket and nothing came of it.
Likelihood to Recommend
Help desk ticketing auto creation via email worked very well. As an administrator, you have to take the time to set up all forms and possible scenarios for incoming tickets. Once you do you can easily route any type of incoming email to the correct help desk group and automatically reply with information for the user. Our users specifically required tickets created through email as they would not use a portal. This functionality worked well in BMC Track-It.
Vetted Review
3 years of experience