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(8.0.

(9.0.0.198)

September 28, 2009

Table of Contents Track-It! 9 Release Notes.............................................................................................................. 3

About the Numara Track-It! 9 Release Notes........................................................................... 3 Enhancements (Track-It! 9)........................................................................................................ 4

Change Management ................................................................................................................ 5 Directory Importer ...................................................................................................................... 5 Numara Remote Control............................................................................................................ 6

Defects Addressed (Track-It! 9) ................................................................................................ 6 User Interface ............................................................................................................................ 6 Administration Console.............................................................................................................. 6 Help Desk .................................................................................................................................. 8 Inventory .................................................................................................................................... 8 Software Licenses/Purchasing .................................................................................................. 9 Purchasing ................................................................................................................................. 9 Reports ...................................................................................................................................... 9 Track-It! Sync (Outlook)........................................................................................................... 10 Self Service Web ..................................................................................................................... 10

Known Issues (Track-It! 9) ....................................................................................................... 10 Installing Track-It! 9 (Full Installation) ...................................................................................... 10 Updating to Track-It! 9 ............................................................................................................. 11 Launching Track-It! Technician Client ..................................................................................... 11 Administration Console............................................................................................................ 11 Help Desk ................................................................................................................................ 12 Inventory .................................................................................................................................. 12 Track-It! Web ........................................................................................................................... 13 Add-on Modules....................................................................................................................... 13

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Track-It! 9 Release Notes

About the Numara Track-It! 9 Release Notes

The following release notes include information on Numara Track-It! 9 (9.0.0.198). Several enhancements have been added to Track-It! 9, and several defects have been addressed. There are also a few known issues. Important Note: Please see the new Installing Track-It! 9 and Updating Track-It! 9 guides for detailed information and instructions. Visit the Product Documentation Web page for the following updated documents at http://support.numarasoftware.com/support/updates.asp?product=2&content=Documentation&version=9&Offering=2

What's New in Track-It! 9 System Requirements for Numara Track-It! 9 Installation Guides

o Installing and Updating Track-It! 9 (includes FAQs) o Track-It! Bar Code Solution

Product Guides o Numara Track-It! 9 Administrator's Guide o Numara Track-It! 9 Technician's Guide o Numara Track-It! 9 Self Service Guide (for End Users) o Numara Remote Control Host User guide o Numara Remote Guest Users Guide

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http://support.numarasoftware.com/support/updates.asp?product=2&content=Documentation&version=9&Offering=2




Enhancements (Track-It! 9)

The following enhancements have been added to Numara Track-It! 9 (9.0.0.198): Installing and Updating In-place Update

Updating to Track-It! 9 from Track-It! 8.5.2 (build 8.0.62.202) is now done with an in-place update. The migration of data and configuration settings is no longer needed. You'll be given the option to back up your data during the update process. See Installing and Updating Track-It! 9 on our Web page at http://support.numarasoftware.com/support/updates.asp?product=2&content=Documentation&version=9&Offering=2 Note: If you're updating from Track-It! 7, you'll need to first migrate to Track-It! 8.5.2. Please see Installing and Updating Track-It! 9 for complete instructions.

Prerequisites

If the following prerequisites are not available on your system, the Installation Wizard will automatically install them for you (these are new versions of some of the existing prerequisites for Track-It! 9):

Microsoft .NET Framework 2.0 Service Pack 1 Crystal Reports XI .NET SP4

Numara Track-It! Security Update The update resolves a reported vulnerability which could compromise system credentials. The update applies stronger encryption mechanisms to the Track-It! Server, Track-It! Web and Technician Clients. Customers are only affected if a person had internal access to Track-It! server files and had knowledge of how to decode encrypted values.

Database If you plan to use Oracle 10, you will need to enable EZConnect in order to install and update the Track-It! Server. See our KnowledgeBase article at http://support.numarasoftware.com/support/articles.asp?ID=4113&mode=detail

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http://support.numarasoftware.com/support/articles.asp?ID=4113&mode=detail




Change Management

The new Change Management module has been added to Track-It!. (For detailed information, see the Change Management chapters in the Track-It! 9 Administrator's Guide, Numara Track-It! 9 Technician's Guide, and the Numara Track-It! 9 Self Service Guide for End Users). The Change Management module provides an automated process to track and manage changes in your organization.

Change Management is configured in the Administration Console When a Work Order is created in response to an individual's request, the Work Order is

automatically placed into the approval process based on a matching Change Management Policy

Requests for Change are managed by the Work Order's Assigned Technician in Track-It! Technician Client.

Approvers who have been assigned to the Change Management policy communicate and vote through Track-It! Web. (Approvers need access to Track-It! Web as Track-It! Users, but they do not need a license for Self Service Web.)

Automatic notifications can be set up so that Approvers and Technicians are notified about specific events in the Request for Change's lifecycle

Directory Importer

Track-It! 9 introduces a new fully integrated Directory Importer interface that allows for greater configuration and control. (For detailed information, see the Directory Importer chapter in the Track-It! 9 Administrator's Guide.) Note: As a result of the new Directory Importer features, the steps described in the KnowledgeBase article "How to Enable Directory Importer in Track-It! 9" are required in order to re-enable the Directory Importer functionality.

The workflow and user interface for the Directory Importer has been simplified so that it's easier to use.

The Directory Importer user interface is now part of the Administration Console. You can specify directory service credentials to access Microsoft Active Directory® or

LDAP. Importing Users and Technicians and Assigning Licenses

• The number of allocated and available named and concurrent licenses is graphically displayed when selecting Technicians to import from your directory service. Graphical information is displayed for Self Service licenses, as well.

• When selecting Technicians to import, you can specify whether to assign a named or concurrent Technician license, or assign them at a later time. You can also specify whether or not to assign Self Service licenses when importing Users.

• If a Technician's or User’s Microsoft Active Directory® account is disabled and they were assigned a license, the license will automatically be revoked and made available for another Technician or User

• Assigning security policies to newly-created Technicians must now be done through the Security Policies or the Technician lookup table

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• Directory attributes can easily be mapped to Track-It! User and Technician fields. Additionally, advance mapping configurations allow modifying field data during the import process.

Directory Importer System • The event log no longer needs to be configured to control the amount of

information displayed, and can be viewed and purged. • Technician and User Lookup Tables

• The licensing information is also displayed on the Technician and User lookup tables

• You can quickly assign a license or change the license type for one or multiple Technicians or Users at a time from the grids

• Field values in Technician and User lookup tables which are managed by the Directory Importer are shown in italics. When the Directory Importer is run and any of these values have changed in your directory service, they will also be changed in the lookup tables.

Numara Remote Control

The Numara Remote Control host and guest now support 64-bit operating systems.

Defects Addressed (Track-It! 9)

The following defects have been addressed in Numara Track-It! 9 (9.0.0.198). Click the Third Level ID number to open your Web browser and access the KnowledgeBase article describing the issue and its resolution. Third Level ID

Description (Listed in order per Track-It! functionality and user interface)

User Interface

900779 Changes to the modules displayed in the navigation pane using the "Add or Remove Buttons" command will persist when Track-It! is closed and reopened.

Administration Console

Directory Importer (Previously User Synch)

The following defects have been addressed with the redesign of the Directory Importer. See the Enhancements section for a list of improvements.

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http://support.numarasoftware.com/support/articles.asp?how=%20AND%20&mode=detail&kcriteria=3685&ID=3793


483887 The issue with the User Synch log showing only the first 20 rather than the last 20

entries has been corrected. 526677 The User Synch login screen was taking a long time to display, depending on how

many users had been previously added to the sync list. This has been corrected since the new Directory Importer no longer uses a login screen; it is part of the Administration Console.

548204 When synching users from an LDAP environment, the data from all selected attributes will now be imported into Track-It!.

599582 After installing Hotfix 6, the following error was occurring upon initially running User Synch: "Failed to get User Sync Registry Key: SOFTWARE\Intuit\Track-It! User Synch\6.5\username" This will no longer occur.

603164 After the Track-It! User Synchronization service had been working for a certain length of time, it may have appeared to stop running. This will no longer occur.

633080 The pre-existing User's SID value was not populated after synching from Active Directory. This will no longer occur.

676132 When merging audit files into Track-It!, no auto-user association was occurring if the end users had an NT Account entered under the Self Service tab in a Fully Qualified Domain Names (FQDN) format rather than a simple NETBIOS domain format. This will no longer occur.

682486 Users imported with User Synch were always created with English as the default language. This has been corrected.

698919 ** TI8 - "Failed to get User Sync Install Folder from the Registry" Occurs When Launching User Synch

707032 The following will no longer occur: After changing the User Synch service log on account under the Schedule Options area of User Synch's configuration options, if the account is entered incorrectly or the account is not entered in a DomainName\UserName format, the following errors may appear while attempting to start the service: "Make sure the account you entered has the privilege to start the service" followed by several error messages. The User Synch Service was also deleted from the computer.

707049 The following will no longer occur: After stopping the User Synch service and changing the log on account under the Schedule Options area of User Synch's configuration options, if the OK button is clicked before restarting the service, the following message will appear: "The Synch service has not started."

713646 The following will no longer occur: When attempting to launch User Synch from the Administration Console in Technician Client, the following error may appear: "User Synch configuration files are missing."

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722203 The following will no longer occur: When attempting to launch User Synch, the following error may appear: "Application has generated an exception that could not be handled. Process id=0xe28(3624), Thread id=0xc4(196). Click OK to terminate the application. Click CANCEL to debug the application."

890872 The following will no longer occur: While attempting to view the properties of a user or group in Directory Importer, the following error may appear: "Unhandled exception has occurred in a component in your application. If you click Continue, the application will ignore this error and attempt to continue. Object reference not set to an instance of an object."

Distribute Technician Client

915845

When the Distribute Technician Client option in the Administration Console is used to send an e-mail with installation instructions, the e-mail will no longer contain the HTML tags, and the URL will correctly display.

Help Desk

828192 A Work Order's Status can now be set with a default value. This will also apply to Work Order created from E-mail Monitor. (For more information, see "Changing Field Label Text and Requiring Fields" in the Track-It! Administrator's Guide.)

833223 If the Help Desk grid view is grouped by a column with multiple values, the grid view will persist if the grid is refreshed.

891980 A Work Order containing a required field with a value that has been hidden on a section or tab will now correctly save without error. (For more information on hiding tabs, see "Customizing a Module's Tab Displays" in the Track-It! 9 Technician's Guide.)

917485 The Help Desk grid view, which randomly appeared to lock up, has been corrected.

Inventory

895027

When taking remote control of a user's computer, the following errors will no longer occur:

"Network path was not found" "Access is denied"

The Remote Control Guest will connect to the Host using credentials in the following order:

1. Setup credentials 2. Local user account credentials 3. Prompt for credentials to use

912516 Multiple Agent icons will no longer appear on remote computers' taskbars after running "Audit Now".

930298 Asset Discovery e-mail notifications have been corrected so that new asset notifications for assets will only be sent for identifiable assets (and will no longer contain blank lines). For example, new notifications will be sent for the following assets: IP and Hostname, IP and MAC Address, or IP and Hostname and MAC address. Notifications will not be sent for IP only, as this is not an identifiable asset.

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Software Licenses/Purchasing

816288 External Purchase Order numbers can now be entered in Track-It!. 835148

The following error will no longer occur when receiving items for Purchase Orders where: 1) the Purchase Order has multiple copies of the same line item, and 2) line items are set to create software licenses upon receipt: "An unexpected problem occurred while saving. Additional Information: AOM.AddIn.005 -- reassociated object has dirty collection [NHibernate.HibernateException]"

Purchasing

872384 The following error will no longer occur when entering a Purchase Order number for a Tracked Item in Inventory that does not already exist in Track-It!: "Failed to save. Please correct errors on the form."

Reports

753002 The following Help Desk report no longer displays multiple columns with the same date:

Calls Closed Summary by Date by Technician 813706 The following Inventory report now correctly displays the location of the asset rather

than "Undefined Location" or the location of the user associated with the asset:

Company Bar Coded Asset by Location 853032 The following Inventory reports no longer display the wrong user name associated

with the assets:

Tracked Software by Product Audited Component Listing Audited Software by Asset ID Audited Asset Configurations by Asset ID Asset Configurations by Department

858044 The following Inventory report no longer displays non-PC assets.

Audited Assets Ranked by CPU Speed 860890 The following Purchase Order report's Date Ordered and Date Required values no

longer display a day prior to the dates selected in the Purchase Order:

The Purchase Order printout

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862470 The following Help Desk report now displays the work orders sorted correctly:

grouped under each month and sorted by work order number instead of Due Date and Priority:

Completed Work Orders by Month 864252 The following Inventory reports now correctly display the CPU model information:

Workstations Not Ready for Windows Vista Workstations Not Recommended for Windows Vista

884065 The following Inventory report now displays the correct number of installed network printers:

Installed Network Printers 920014 The part number on the following report is no longer truncated:

Purchase Order printout

946875 The following report's product description is no longer truncated:

Purchase Order printout Track-It! Sync (Outlook)

829289 The following error will no longer occur when synching work orders into Outlook as Outlook tasks for Work Order numbers greater than 32767: "Run-time Error '6': Overflow"

Self Service Web

929492 After installing the Track-It! 8.5.2 update, when submitting work orders in Self Service or Field Tech Web, users are now prompted to enter information into required fields.

Known Issues (Track-It! 9)

The following are issues known to be associated with Track-It! 9 (9.0.0.198). Click the Third Level ID number to open your Web browser and access the KnowledgeBase article describing the issue and its resolution, if available. Third Level or Article ID

Description (Listed in order per Track-It! functionality and user interface)

Installing Track-It! 9 (Full Installation)

The Track-It! 9 update and the new TI.exe restore utility leaves the existing Track-It! database users with a Track-It! 8 version number, such as Trackit80, Trackit80_1, etc.

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Exchange Server Configuration

TIA03876

Exchange Server configuration cannot be completed in the Configuration Wizard that appears after Track-It! Server is installed on Windows 2008. See our KnowledgeBase article for a resolution: Exchange Server Settings Cannot be Configured in the Configuration Wizard if Running on Windows 2008.

Updating to Track-It! 9

See important information below in Add-on Modules before updating to Track-It! 9.

Launching Track-It! Technician Client

943945

The following error may appear when running Technician Client after installing the update:

"Unknown error Additional Information Frameworks.ErrorCode.001 -- Access is denied [System.ComponentModel.Win32Exception]"

For a workaround, please see the KnowledgeBase article on our Web site at http://support.numarasoftware.com/support/articles.asp?ID=3693&mode=detail

Administration Console

Directory Importer

Importing Technicians and Users into Track-It! through the Configuration Wizard will not work for LDAP directories unless you have already configured the LDAP path and access mode on the Directory Service panel in Track-It!'s Administrator Console.

Importing Technicians and Users into Track-It! through the Configuration Wizard will not work for Microsoft Active Directory® unless you are using anonymous access or unless you have already configured the Microsoft Active Directory® access credentials on the Directory Service panel in the Administrator Console.

The Add Groups dialog in the Directory Importer does not display individual users in groups. After the group is added, the individual users display in the group's properties for Microsoft Active Directory, but not for LDAP.

After updating to Track-It! 9, groups which names contains slashes or special characters are not imported. Workaround: Delete the groups with the special characters from Track-It! and add them back.

959038 Users or Groups with commas in the name may not be imported by Directory Importer in Track-It! 9. The following type of error appears in the log:

"An error occurred on the directory server. DN: CN=User1,Test,CN=Users,DC=DOMAIN,DC=LAN Filter: (&(|(&(objectCategory=person)(objectClass=user)(sAMAccountName=*))(objectClass=group))) Error Message: The distinguished name contains invalid syntax."

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Change Database Password

957444 Prompt for Database Credentials Appears Every Time a Bar Code Device is Synchronized with Track-It!: If the "Change Database Password" functionality had been used in the Administration Console, every time "Synchronize Device" is run the technician may have to enter the database credentials in order to synchronize the device with the Track-It! database. For a workaround, see our KnowledgeBase article: .

Help Desk

Currently the Help Desk grid does not display Change Management information (indicating which Work Orders were created that match a Change Management Policy and have an associated Request for Change).

957455 Notifications to Approvers of a Change Management Work Order May Not Include the Work Order Notes: If a work order has notes typed into the Notes field, but the Add Note button is not clicked prior to the work order being associated with a Change Management policy, the notes are not included in the notification that is sent to the approvers.

959093 "Unknown Error" Appears When Adding a Solution to a Work Order in Track-It! 9 While adding a solution to a work order in Track-It! 9, the following error may appear:

"Unknown error Additional Information Frameworks.ErrorCode.001 Failed to lazily initialize a collection - no session"

Inventory

Remote Control

957414

When taking control of a workstation for the first time after upgrading to Track-It! 9, an application crash involving ngstw32.exe may occur. After closing the error and waiting for a short period, the error should no longer appear when attempting to take control of the workstation again.

Auditing

If a test version of Track-It! 9 is installed and either Audit Now or Scheduled Audits are run on computers running the Track-It! 8 Agent, those computers will no longer respond to Audit Now or Scheduled Audits that are run from the production Track-It! 8 system. In order to audit those computers from Track-It! 8 again, you must uninstall the Track-It! 9 Agent from Add or Remove Programs.

Bar Code

958096 When Track-It! 9 is installed against an Oracle database, the Synchronize Device function may not work. The departments, locations, users, and asset types are not transferred to the bar code device. In addition, any data that must be synchronized from the device to Track-It! will not be transferred. For a workaround, see the KnowledgeBase article.

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Track-It! Web

TIA03970

After installing Track-It! on a terminal server, when attempting to launch Track-It! Web, the following error occurs:

"Active Server Pages error '00000000' Create object failed ? An error occurred while creating object 'business_cominterop'. error '80070002' /LM/W3SVC/1/Root/TIWEB80/global.asa, line 399"

See our KnowledgeBase article for a resolution: Active Server Pages Error '00000000'. Create Object Failed" When Attempting to Launch the Track-It! Web Site.

After installing the Track-It! 9 update, the Web site and file path configured in Track-It! 8 will not be changed (such as http://server_name/TIWEB8/scripts/trackit.asp).

Add-on Modules

Approval Workflow

TIA04113 In Track-It! 9, the Approval Workflow add-on is replaced by the new Change Management module. The information provided in our KnowledgeBase article will help to transition the existing Approval Workflow functionality to the new Change Management feature. Before installing the Track-It! 9 update, you will need to document existing approval workflow policies in Track-It! 8/8.5, and uninstall the existing approval workflow add-on. After installing the Track-It! 9 update, you’ll need to create change management policies. For detailed instructions, see How to Setup Change Management in Track-It! 9 to Replace the Approval Workflow Add-On.

Recurring Work Orders

TIA04114 In order to use the Recurring Work Order feature in Track-It! 9, you must first contact Sales to obtain the update. Then the existing installation of Recurring Work Order for Track-It! 8/8.5 must be uninstalled from Add or Remove Programs prior to installing the new version. See Recurring Work Order Add-On for Track-It! 9.

Web Survey

TIA04124 In order to use the Web Survey feature in Track-It! 9, the existing installation of Web Survey for Track-It! 8/8.5 must be uninstalled from Add or Remove Programs and a new version of the add-on must be installed. For detailed instructions, see Web Survey for Track-It! 9.











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