Track-It! 7.0 Technician s Guide

Transcription

1 Technician s Guide Numara Software, Inc North Westshore Boulevard Tampa, Florida USA Phone: (813) Fax: (813)

2 Track-It! 7.0 Technician s Guide Copyright 2005 Numara Software, Inc. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated in any medium without written consent of Numara Software, Inc. Disclaimer Use of the software programs described herein and this documentation are subject to the Software License Agreement enclosed in the software package. Numara Software, Inc. makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Numara Software, Inc. reserves the right to revise this publication and to make changes to its content at any time, without obligation to notify any person or entity of such revisions or changes. Trademarks Numara Software, Inc., Track-It!, and the Numara Software, Inc. logo are trademarks or registered trademarks of Numara Software, Inc. All other product and company names mentioned herein may be the trademarks or registered trademarks of their respective owners. Published by Numara Software, Inc. Documentation Revision Date: December 28, 2005 Printed in the United States of America

3 Table of Contents Track-It! Administrator's Guide... 1 What's New in Track-It! What's New in Track-It! Track-IT Product Differences... 7 Track-It! Product Differences... 8 Getting Started with Track-It! Getting Started with Track-It! Getting Help from the Technical Support Center Track-It! Agent Track-It! Agent Overview Inventory Auditing Assets Configuring Asset Auditing Scheduling Audits for Use with Logon Scripts Capturing Specific Files During Audits...20 Auditing Workstations Managing the Scheduled Audit Queue Software Tracking Overview of Software Tracking Overview of Software Tracking Suggested Workflow for Software Tracking Suggested Workflow for Software Tracking Entering the Number of Owned Copies of Software Entering the Number of Owned Copies of Software Authorizing or Unauthorizing Software for Use Authorizing or Unauthorizing Software for Use Viewing File and Program Information Viewing File and Program Information Viewing Global File Information Viewing Global Program Information Viewing Computer-Specific File Information Viewing Workstation-Specific Program Information Viewing Software Authorization Reports Purchasing Purchasing Module Overview Purchasing Module Overview Troubleshooting Disconnecting a Track-It! Session Disconnecting a Track-It! Session Disconnecting Your Current Track-It! Session to Start a New Session Viewing/Changing the Status of a Technician's Session Getting Help Getting Help from the Technical Support Center Track-It! Technician's Guide Getting Started with Track-It! Getting Started with Track-It! Setting User Preferences Background Settings Track-It! Product Differences Track-It! Product Differences Inventory Inventory Overview Inventory Module Overview iii

4 How Track-It! Is a Better Way to Track and Manage Your IT Assets Track-It!'s Three Main Processes to Manage IT Assets Asset Discovery Managing Discovered Assets Auditing Assets Inventory Reports Integration with Purchasing and Help Desk Modules Auditing Assets Overview Viewing Asset Information Viewing Asset Information (Technician) Viewing Customized Asset Information Viewing Hardware Audit Results Inspecting Hardware Audit Histories Entering Network IP Addresses Viewing and Managing Software Audit Results Viewing and Managing Software Audit Results Understanding the Managed Software List Managing the Software Program Lists Editing Software Program Items Tracking Software Items Software Tracking Overview of Software Tracking Overview of Software Tracking Suggested Workflow for Software Tracking Suggested Workflow for Software Tracking Entering the Number of Owned Copies of Software Entering the Number of Owned Copies of Software Authorizing or Unauthorizing Software for Use Authorizing or Unauthorizing Software for Use Viewing File and Program Information Viewing File and Program Information Viewing Global File Information Viewing Global Program Information Viewing Computer-Specific File Information Viewing Workstation-Specific Program Information Taking Control of Other Workstations Track-It! Agent Overview Taking Control of Other Workstations Transferring Files Executing Applications on a Remote Workstation Moving the Remote Screen Initiating a Chat Session Locking the User's Mouse and Keyboard Sending Ctrl+Alt+Del to a Remote Workstation Rebooting a Remote Workstation Managing the Inventory Module Organizing Asset Records Organizing Asset Records Manually Adding New Assets Viewing and Editing an Existing Asset Deleting Assets Copying an Asset Printing Asset Records Finding an Asset Searching for Assets Organizing Workstation Items iv

5 Table of Contents Organizing Workstation Items Adding Inventory Items to Assets Adding New Items to Assets...96 Editing Inventory Items Viewing and Changing Customized Item Information Deleting Inventory Items Transferring Items from Unassigned Equipment Transferring Items Between Workstations Organizing Workstation Users Organizing Users and Assets Associating a User with an Asset Disassociating a User from an Asset Editing User Information Generating Reports Printing Inventory Reports Performing Specialized Tasks ing Computer Users Referencing Related Lookup Tables Help Desk Help Desk Overview Help Desk Module Overview Opening New Work Orders Opening New Work Orders Adding a Work Order Selecting Requestors Selecting Contact Information Selecting Assets Summarizing the Work Order Issue Classifying the Work Order Type Prioritizing the Work Order Specifying Custom Work Order Details Assigning Technicians to Work Orders Scheduling Assignments Scheduling Due Dates Scheduling Assignment and Deadline Times Describing Work Order Details Time Stamping Text Entries Spell-Checking Text Entries Documenting the Resolution Closing Work Orders Closing Work Orders Basic Work Order Management Opening and Editing an Existing Work Order Deleting Work Orders Copying Work Orders Distributing Work Order Assignments Distributing Work Order Assignments Adding Assignments to Work Orders Viewing the Assignments Grid Editing Work Order Assignments Deleting Work Order Assignments Closing Assignment-Based Work Orders Advanced Work Order Tasks Advanced Work Order Tasks Providing Customized Information Entering Information in the Alt. Fields v

6 Viewing Work Order Histories Conducting Advanced Work Order Searches Opening External Applications Attaching External Files Solving Common Work Order Issues Solving Common Work Order Issues Accessing Work Order Issues Copying Solutions to Work Orders Searching for Solutions Creating Work Order Solutions Printing Work Order Solutions Previewing Track-It! Work Orders Previewing Track-It! Work Orders Positioning the Work Order Preview Pane Resizing the Work Order Preview Pane Using Hyperlinks in the Work Order Preview Pane Finding Work Order Information Finding Work Orders by Number Searching for Work Order Information Viewing Quick Statistics Accessing Lookup Tables from the Help Desk Contacting Technicians Contacting Technicians ing Technicians Notifying Technicians Through SMS Alpha Paging Technicians Beeping Technicians Sending Network Messages Working with the Requestor Knowing Your Requestors ing Requestors Taking Control of the Requestor's Computer Printing Work Orders Printing Work Orders Purchasing Purchasing Overview Purchasing Module Overview Managing Purchase Order Records Adding Purchase Orders Selecting a Vendor Adding Purchase Order Items Verifying Ship-To and Bill-To Information Editing Purchase Orders Copying Purchase Orders Deleting Purchase Orders Printing Purchase Orders Managing Purchase Order Items Receiving Purchase Order Items Receiving All Items Simultaneously Receiving Items Individually Receiving Items in Separate Shipments Assigning Received Items as Supplies Adding Inventory Items to Assets Editing Items Deleting Items Finding and Sending Purchase Order Information vi

7 Table of Contents Finding Purchase Orders Viewing Related Lookup Tables Accessing Purchase Order Reports ing Purchase Order Requestors Calling Vendors Training Training Overview Training Module Overview Managing Course Information Reviewing Course Histories Adding Courses Adding Existing Courses Adding New Courses Editing Courses Deleting Courses Finding Course Information Referencing Related Lookup Tables Searching for Training Records Transmitting Course Information Printing Course Information Printing Course Histories Printing Training Reports Contacting Users ing Course Information to Users Calling Users About Course Information Library Library Overview Library Module Overview Managing Library Records Adding Library Items Adding Library Items Adding an Existing Item to a Library Record Adding a New Item to a Library Record Viewing and Editing Library Records Viewing and Editing Library Records Commenting on a Loaned Library Item Spell-Checking Comments Deleting Library Records Deleting Library Records Tracking Library Items Tracking Library items Checking Out a Library Item Checking In a Library Item Extending Due Dates Finding Related Information Referencing Related Lookup Tables Searching for Library Records Viewing the History of a Library Item Printing Library Reports Printing Library Reports Reports Reports Overview Report Module Overview Viewing and Printing Reports Opening Report Menus Viewing Isolated Sections of a Report vii

8 Printing Reports Refreshing the Full Display Navigating Report Pages Searching for Report Details Managing Reports Copying Reports Copying Reports Renaming Reports Renaming Copies of Predefined Reports Renaming Copied and Customized Reports Creating and Editing Reports Creating and Editing Reports Crystal Reports Manuals Crystal Reports Web-Based Resources Exporting Reports Exporting Reports Deleting Reports Deleting Reports Troubleshooting Disconnecting a Track-It! Session Disconnecting a Track-It! Session Disconnecting Your Current Track-It! Session to Start a New Session Viewing/Changing the Status of a Technician's Session Keyboard Shortcuts Function Key Shortcuts CTRL Key Shortcuts Navigational Key Shortcuts Setting Grid Views Setting Grid Views Overview Setting Grid Views Overview Filtering Database Records Filtering Database Records Searching Database Records Searching Database Records Setting Text-Based Search Criteria Setting Number-Based Search Criteria Setting Calendar-Based Search Criteria Simplifying the Search Clearing Filters Conducting Advanced Searches Sorting Database Records Sorting Database Records Organizing the Grid by Columns Organizing the Grid by Columns Editing Field Labels Editing Field Labels Changing Field Label Text Customizing Grid Views Customizing Grid Views Overview Customizing Grid Views Overview Selecting Grid Views Selecting Grid Views Selecting System Views Selecting User-Defined Views Managing Grid Views Managing Grid Views viii

9 Table of Contents Copying Views Exporting Views Importing Views Renaming Views Deleting Views Customizing Grid View Changes Customizing Grid View Changes Modifying System Views Creating User-Defined Views Setting Grid Color Schemes Processing View Changes Track-It! Self Service Guide Welcome to Track-It! Welcome to Track-It! Online Help System Using Track-It! Web Managing Your Service Requests Submitting a New Request for Service Viewing Previous Requests Completing Your Own Self Service Work Orders Finding Your Own Solutions Using Track-It! Self Service Using Track-It! Self Service Plus Searching the Solutions Database Installing Mac Audit Files on Macintosh Computers Running a Workstation Audit Viewing Workstation Information Managing Your Track-It! Account Changing Your Password Glossary Index ix

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11 Track-It! Administrator's Guide What's New in Track-It! 7 What's New in Track-It! 7 The new Track-It! installation wizard greatly simplifies the installation process by offering the ability to install all Track-It! licensed components such as Track-It! Server, Technician Client, Technician Web, User Synch and licensed Add-on Modules, all at the same time. Note: Crystal Reports requires a separate installation. Simplified Installation Process The Track-It! Server installation now includes functionality previously known as the Track- It! Monitor (see Configuration Wizard and Administration Console, below). These functions can be configured from any Technician Client. Configuration settings and data can be separately migrated from a previous Track-It! installation (Track-It! 6.0 and higher). This allows customization of the new installation to best suit your organization. This also enables the testing and running of a final data import at time of deployment. Track-It! Agent (formerly Workstation Manager) and Track-It! Remote can now be remotely installed to your users. Technician Client can now be remotely installed to your technicians. A new multimedia tutorial linked to the Installation Wizard provides video screen capture and sound to easily step users through the installation process. Note: All multimedia tutorials are produced in an English format. 1

12 Once Track-It! is installed, the Configuration Wizard runs automatically enabling instant configuration of Track-It! The Configuration Wizard can also be accessed to change settings at any time. The Configuration Wizard enables: set up of administrator's logon and server credentials specification of system Track-It! will use to send notifications to users populating of the Track-It! database by importing users via User Synch discovery of IP devices (workstations, printers, routers, and switches) via the auto discovery functionality installation of Track-It! Technician Client and Track-It! Agent to remote workstations If you already have an installation of Track-It!, you can use your existing settings for the new installation or you can configure new settings for this installation. New Configuration Wizard 2

13 Track-It! Administrator's Guide New User Synch Feature The User Synch feature enables users and technicians to be discovered and imported from the network directory service and then synchronized with Track-It! User Synch is part of the installation process and can also be accessed from the Configuration Wizard or Administration Console where it can be run at anytime. The new Administration Console enables the configuration and management of Track-It! from one location (located under Tools/Administrative Console on the main menu). The Administration Console combines the former Track-It! Monitor and the configuration options from the Tools/Options window. The Administration Console's search feature helps find specific configuration options. New Administration Console 3

14 New Support Center The Support Center, accessible through the Administration Console, enables you to maintain your Track-It! registration/contact information, support plan, and licenses. Track-It! provides notification about available updates which can be downloaded and installed directly from the Support Center. The Support Center window now enables users to automatically renew their Support Plan or request additional licenses. The new Asset Discovery process discovers devices on the network by conducting a network scan, which you can configure based on domains, IP addresses, and other options. The network scan discovers workstations and other networked devices such as switches, routers and printers. Once networked assets are discovered, you can manage them. This includes selecting workstations to audit and transferring other devices (such as routers and switches) to inventory for tracking. If you decide to track assets being added to the network, Track-It periodically scans the network and enables you to update inventory with newly discovered assets. 4

15 Track-It! Administrator's Guide New Asset Discovery Process New Software License Management Module Track-It now offers the ability to inventory non-pc assets such as printers, routers, switches, hubs and any other networked devices. In addition it offers the ability to assign and create Asset Types with icons (such as computer, hub, router, and printer). This is also available in Track-It! Technician Web. Tracked hardware items can now be promoted to assets enabling easy tracking New grid views have been created for the Inventory module: All Audited Assets, All Network Assets, All Assets, and Audited Assets by Operating System. The Software License Management module has been included with the Enterprise Audit to enable and facilitate the tracking and management of software licenses. Detailed licensing information such as serial numbers, license activation keys and number of licenses can be entered. The additional features of Software License Management include: Work order notification for unauthorized workstations, deleted licenses, expired licenses, pending expiration of licenses, retired licenses, critical usage licenses, and under-licensed titles Ability to group multiple licenses within a title for tracking purposes 5

16 Ability to authorize workstations for licenses Ability to Track purchased licenses vs. licenses in use Auditing Macintosh computers using Mac Audit has been enhanced to include: Auditing Improved auditing of both software and hardware on Macintosh systems On-demand auditing of remote Macintosh systems through the Track-It! application Scheduled auditing of Macintosh systems Ability to capture the content of files on remote systems Installation and Configuration Ability to use Mac Audit within segregated and disconnected network environments Ability to enter Mac Super User credentials to automatically install new versions of Mac Audit Remote execution of administrative scripts to perform advanced auditing and configuration tasks Direct TCP/IP communication between the Mac Audit Agent and Server Remote deployment of Mac Audit through Apple's Remote Login (SSH) Track-It! supports Mac OS 9.2 and higher. Auditing tools for 9.2 to 10.1 are available for download from the Track-It! support site. OS 8.x is no longer supported. Audit on Demand and Scheduled Audits now merge the changed data within one process rather than a separate process. Improved Auditing for Macintosh Systems 6

17 Track-It! Administrator's Guide Self Service Users Can Complete Their Work Orders End users can now complete their own work orders (if configured by the Administrator). This is useful when they have found their own solutions or want to cancel their work orders. Multimedia tutorials have been added to several areas in Track-It! (Installation Wizard, Configuration Wizard, Track-It! Agent, Asset Discovery, Auditing, and Help Desk). The tutorials are accessible from hyperlinks within the Track-It! application and throughout the online help. The tutorials are brief Flash movies (a few seconds to a few minutes in length) that automatically run in Internet Explorer 6.0 and above. The contents of each tutorial can now be printed from the "Show Transcript" link at the bottom of each topic. In addition you can let us know if each tutorial was helpful, and if not, you can let us know how we can continue improving customer support. Note: All multimedia tutorials are produced in an English format. Track-IT Product Differences New Multimedia Tutorials 7

18 Track-It! Product Differences The table below describes the differences between Track-It! Standard, Professional and Enterprise. The differences are also denoted within relevant topics by a blue triangle icon as shown in the note below: Track-It! Standard allows you to create up to 10 user-defined views, and Track-It! Professional allows you to create up to 15 user-defined views. Track-It! Enterprise allows you to create up to 30 user-defined views. Example of Product Differences Note Important Note: The Standard, Professional and Enterprise editions are bundled packages. Licenses for add-ons, additional technicians, self-service users, and audits may be purchased in addition to the packages. 8

19 Track-It! Administrator's Guide Track-It! Product Differences Feature Description Standard Professional Enterprise Help Desk Technicians Standard Technician Professional Technician Enterprise Technician Technician Personal Grid Views Enables technicians to set up their own grid views (the columns and records to display in grids) Named Technicians Concurrent Technicians Particular technicians that can access the application Number of technicians that can simultaneously access the application 1 1 Select either 5 named technicians or 3 concurrent technicians. (Additional technicians can be purchased in increments of one.) Select either 3 concurrent technicians or 5 named technicians. (Additional technicians can be purchased in increments of one.) Work Orders Ability to add assignments to work orders. Also allows for parent/child relationships within a work order. 1-tier 1-tier 2-tier Work Order Types Work order categorization: Types, Subtypes and Categories 1-tier 1-tier 3-tier 9

20 Announcement Expiration Enables administrators and technicians to expire announcements that display on Track-It!'s home page Spell Checker (Windows Client) Time Synchronization Users can press F7 to spell check text entries Synchronizes Track-It! with a Time Server Device Status (Ping) Notifies technicians if devices are not responding User Synch (Manual) Integrates with Microsoft Active Directory to automate the population of user and technician information in Track-It! User Synch (Scheduled) Notification and Escalation (Alert) Allows administrators to schedule the user sync service to run at a specific time of day or once every x number of hours. Automatic notification of work orders via , pager, and other methods. Automated Ticket Creation from (Receive) Automatically converts e- mails into work orders. 10

21 Track-It! Administrator's Guide Work Order Status Update Enables users to check the status of or update their work orders Technician Web Enables technicians to access Track-It! via the Web with a browser Work Order Attachments Enables technicians to attach files to work orders, solutions, and Software Licenses Asset Management Service Level Agreements Enables administrators to set a default priority and due date based on either a specific user or an entire department User/Asset Lookup in Help Desk View user/asset lookup tables from the Help Desk module Track-It! Sync Outlook Synchronization for the Help Desk module. Enables the technician to create, edit, and close work orders remotely using any PDA that supports synchronization with Microsoft Outlook 2000 and higher Crystal Reports Enables administrators to create custom Crystal Reports Standard edition of Crystal 9) (Professional edition of Crystal 9) 11

22 Security (Technician Access) Enables administrators to set up custom security policies for technician access to application By Individual Role Based Module Enables administrators to restrict privileges by individual Enables administrators to create rolebased security policies Enables administrators to set up data access and data entry privileges for modules Technician Enables administrators to restrict privileges by assigned technician (security policies) Department Enables administrations to restrict privileges by department Drop-Down Lists Enables administrators to customize drop-down edit privileges Location Enables administrations to restrict privileges by location Users Self Service Professional Self Service Enterprise 12

23 Track-It! Administrator's Guide Self Service End-user Web self help Password Reset Enables users to reset or unlock their passwords without technical support or compromising network security 100 Asset Management Auditing Standard Audit Professional Audit Enterprise Audit Auto Discovery Discovers devices on the network by conducting a network scan. This includes workstations, switches, routers, printers, and other networked IP devices. Push Track-It Agent Standard Audit Automatically installs Agent for auditing and remotely controlling users' computers Enables technicians to audit workstations on demand and audit standalone workstations via floppy disk or removable storage 25 Scheduled Audits Audits automatically on a regular schedule 50 13

24 Enterprise Audit Includes standard audit, scheduled audits, and Software License Management 100 Audit Merge Continually audits the network and updates inventory information Add-ons Self Service Plus Natural language search of extensible knowledge base of resolutions from the Help Desk module Add-on Mac Audit Audits Macintosh computers including ondemand and scheduled audits. Add-on Add-on Deploy Enables administrators to package, edit, customize and distribute any software Add-on Add-on Add-on User Synch (LDAP) Oracle Database Provides additional LDAP connector to automate the population of user and technician information in Track-It! Oracle database can be used with Track-It! Add-on Add-on Remote Remote control Windows system from within Track-It! Add-on Add-on 14

25 Track-It! Administrator's Guide Track-It! Knowledgebase Problem resolutions for virtually every popular business application, including applications from Microsoft, Novell, Corel, Lotus, Adobe and Symantec. Add-on Add-on Add-on Network Monitor Monitors network health, availability and performance Add-on Add-on Patch Manager Scan, update and download patches for Microsoft Operating Systems and applications across your entire network Add-on Add-on Add-on 15

26 Getting Started with Track-It! Getting Started with Track-It! You can get started with Track-It by using the Getting Started window displayed in the right pane of the application. (View Screen Capture). (If the Getting Started window is not displayed, click Getting Started from the Help menu at the top of the window. (View Screen Capture). You can close the Getting Started menu by either clicking the Close button or checking "Don't show this window next time" at the bottom of the window (View Screen Capture). 16

27 Track-It! Administrator's Guide Getting Help from the Technical Support Center In addition to the online help, the Technical Support Center, accessed from the Track-It! Help menu, can assist you in many ways, including: Support Plans 30-Day Installation Support (available for Standard and Professional Editions) New Numara Track-It! Standard or Professional customers are entitled to free support using esubmission on the installation of Track-It! into a supported environment. Paid Support and Maintenance Plans For details, please see our support web page. Support Web Page The Support web page provides: KnowledgeBase Article Search esubmissions Product Updates Product Documentation What's New per Version System Requirements Installation Guides Support Telephone Support New articles are added every day based on incoming information and incidents reported from customers. Enhancements Repository allows you customer to tell us how we can improve our product. This data is collected and used to prioritize the enhancements for future releases. esubmissions allow customers with a current support plan to log support requests via the Web. This service is primarily designed for non-urgent issues and is accessible after logging in to the esubmissions page. 17

28 Knowledgebase To Access the Technical Support Center 1. From Track-It's main menu, select Help Technical Support. 2. Select one of the options: Search Our Knowledgebase, Submit an esubmission, Send us Your Diagnostic Information, or view your License, Contract, and Registration Information. Track-It! Agent Track-It! Agent Overview Track-It! Agent, included with the Professional and Enterprise editions of Track-It!, consists of two applications: Track-It! Remote Audit on Demand and Scheduled Audits Track-It! Agent is a client-side application that allows technicians to gain remote control of specific computers and/or audit An application that runs on client workstations to collect hardware and software configuration information. It may also be configured to collect specified files from the workstation. Once the configuration information is collected, it is written to a text file and copied to a network share where the information can be merged into the inventory records. (Process of scanning a computer system by running the audit32.exe application on the machine via a network or floppy disk.) hardware and software configurations. Technicians can use these features to help troubleshoot technical problems, initiate chat sessions, and even conduct training sessions from remote locations. With its advanced auditing features, Track-It! Agent enables technicians to run audits as a service on Windows systems. Technicians can execute audits on demand to collect real-time data, and schedule audits to run on a convenient schedule. Audits can also automatically run via logon scripts. Track-It! Agent (Track-It! Remote and Scheduled Audits) can be installed as an Add-on for Track-It! Professional or Enterprise. 18

29 Track-It! Administrator's Guide Inventory Auditing Assets Configuring Asset Auditing Scheduling Audits for Use with Logon Scripts If you set up Track-It! to run audits via logon scripts, you can schedule the audits to run whenever it is convenient or appropriate for your business environment. You can schedule audits to occur on certain days of the week, a certain day of the month, a specific date, and/or a specific time. The scheduling options that you select will pertain to all of the workstations that you have in your inventory. As a general rule of thumb, you should schedule your audits to occur during times when network traffic is light. If this is not possible, you may want to consider using a distributed audit An application that runs on client workstations to collect hardware and software configuration information. It may also be configured to collect specified files from the workstation. Once the configuration information is collected, it is written to a text file and copied to a network share where the information can be merged into the inventory records. (Process of scanning a computer system by running the audit32.exe application on the machine via a network or floppy disk.) to balance the workload. Refer to Tuning Track-It! Performance for details. See also Auditing Workstations via Logon Scripts. Important Notes: In Hidden mode, the audit will only run once per calendar day (by default). (For information on Audit Modes, see Configuring User Interaction for Audits.) If you have the Professional or Enterprise editions of Track-It!, use the Execution Dates window in Scheduled Audits (Administration Console) in lieu of the Audit Execution window. This enables you to schedule audits to run automatically, and there is no need to set up logon scripts. See the tutorial on Configuring Scheduled Audits. To Schedule Audits for Use with Logon Scripts: You can schedule audits from the Administration Console. 1. Select Tools Administration Console Inventory Auditing Audit Audit Execution from Track-It! s main menu bar. The Audit Execution window displays. (View Screen Capture.) 19

30 2. You can either select specific days of the week, a specific day of the month, or a specific date to run the audits. 3. After you have made your selection(s), click the Apply button. Scheduled Audits are a Track-It! Enterprise only feature. Capturing Specific Files During Audits You can configure Track-It!'s auditing process to capture 10 specific files. This includes capturing files during Quick and Full Scans. You can capture Windows as well as Macintosh files. This is configured on the Administration Console. You can set up Track-It! to run executable (.exe) commands by preceding the commands with an exclamation mark (!). For example, the command:! mem/c captures the DOS memory settings of the machine. To Capture Specific Files: 20

31 Track-It! Administrator's Guide 1. From Track-It! s main menu bar, select Tools Administration Console Inventory Auditing File Captures. (View Screen Capture). 2. Click the Enable file captures checkbox. 3. The File Capture Timeout defaults to 30 seconds. However, you can change it from the up and down arrows. 4. Enter the path and file name in the designated files for each file (File #1 through File #10). 5. For Macintosh files, prefix the file name with "MAC" (e.g. MAC:/etc/passwd). 6. Click the OK button. Auditing Workstations Managing the Scheduled Audit Queue Once computers have been scheduled for audits, they are displayed on the Current Queue tab of the Queue Management window in the Administration Console. This displays the Asset Name, Status, Schedule Date and Time, Asset ID, User Name, and Audit Completed Date and Time. The Queue History tab displays the computers that were audited prior to the currently scheduled audits. 21

32 To Access the Queue Management Window: 1. From Track-It's main menu bar, select Tools Administration Console Inventory Auditing Scheduled Audits Queue. To quickly access the window, type "queue" in the Find: textbox at the top of the window and press the Enter key. To Stop Scheduled Audits: You can clear the Current Queue, which will stop the auditing process of the scheduled computers. 1. Click the Clear button on the Current Queue tab. 2. Click Apply to save your changes and click OK to close the window. To Suspend Scheduled Audits: If you need to suspend scheduled audits (e.g. if your network is down, etc.), you can suspend the audits until you're ready to resume them. 1. Uncheck the Process Audit Queue checkbox. 2. When you're ready to resume the audits, check the Process Audit Queue checkbox. To Clear the Queue History: 1. Click the Clear button on the Queue History tab. 2. Click Apply to save your changes and click OK to close the window. To Stop the Grids from Refreshing So You Can Sort and Filter Records: If there are several records in the grids, it may be helpful to sort and filter the records. In order to do this, you'll need to stop the grids from refreshing as the audits are processing. 1. Uncheck the Automatic Refresh of Grid Display checkbox. Software Tracking Overview of Software Tracking Overview of Software Tracking 22

33 Track-It! Administrator's Guide Track-It! s Software Tracking tools allow technicians to track the authorized and unauthorized installations of software files and programs from a specific workstation all the way up to a global view of your entire enterprise. By entering the number of copies of each software title that your organization owns/tracks and authorizing specific workstations to use those titles, you can build a comprehensive picture of your organization s software installations. By reviewing the associated reports, you can determine the optimal allocation for any tracked software files and programs. The audit scan criteria determines the files and software programs and files that are captured during audits. See the tutorials on Configuring Audit Scans. Important Notes: Track-It! s Software Tracking tools do not facilitate license management or software metering; hence, these tools do not ensure that your organization is in software compliance. However, you can compare the values listed in Track-It! s reports with your own license records to help determine if your organization is in license compliance. You can track and manage software licenses with the Software module (Software License Management), available as an add-on feature. (See Software Module Overview). Suggested Workflow for Software Tracking Suggested Workflow for Software Tracking In most cases, Track-It! is flexible enough to fit into your existing workflows. However, if a software tracking process does not currently exist within your organization, you might consider using the following workflow as a guide: To Track Installed Software: 1. Discover your networked assets and audit your workstations. 2. View the global file and program information (via Inventory reports) to get a picture of what s currently installed on your users workstations. 3. Identify the major/important files and programs that people in your organization typically use on a daily basis. 4. Determine how many copies of each of these applications your organization owns. In some cases, this information may be readily available in Track-It! s Purchasing module. In other cases, you may need to manually compare your contracts, purchase orders, packing slips, or other data sources to your inventory count in order to perform the reconciliation. When you purchase new software, be sure to keep the contracts for your records. 5. Enter the number of copies of each file and/or program that your organization owns (See Entering the Number of Owned Copies of Software). 6. Determine which workstations/users have a business need to use each installed file or program. 23

34 7. Compare the installed number of files/applications with the number of copies that your organization actually owns. 8. Determine if more copies should be purchased, or if certain workstations/users should not be using the file or program in question. 9. Grant or deny the required workstations/users the authorization to use each installed file or program (Authorizing or Unauthorizing Software for Use). 10. You should compare your authorized and actual installed software counts (on a regular basis) in order to monitor compliance and minimize excess costs. Entering the Number of Owned Copies of Software Entering the Number of Owned Copies of Software In order to maintain an accurate inventory of your authorized software, Track-It! needs to know how many copies of each installed file and program your organization owns. While this may be a daunting project, keep in mind that you don t have to enter all of the information at once. You can enter the numbers of copies owned (and authorize installations) whenever it s convenient for you. To Enter the Number of Owned Copies of Software: 1. Select Tools > Auditing > Installed Programs from Track-It! s main menu bar. (View Screen Capture.) 2. From the Installed Programs List dialog (View Screen Capture), double-click on the desired software program in the grid to display the Edit Installed Program dialog (View Screen Capture). 24

35 Track-It! Administrator's Guide 3. Enter the number of copies of the selected file or program that your organization owns. 4. Click the OK button. Authorizing or Unauthorizing Software for Use Authorizing or Unauthorizing Software for Use Track-It! allows administrators to globally authorize/unauthorize all or selected computers to use a specific file or program. The Authorized checkbox is used for tracking purposes only; enabling or disabling this checkbox will not affect a user s ability to access the file or program. However, by selecting the Authorized checkbox, you re telling Track-It! that your organization is authorizing the use of one copy of the specified file or program on the selected computer(s). Important Notes: If you have a license for the Software License Management Module (Software tab displays on the main menu), you can group files and programs under one software title and authorize the software at the software title level. The functionality described below does not apply if you have the Software module. See the Software Module Overview in the Software License Management chapter. The Track-It! technician must have Audit An application that runs on client workstations to collect hardware and software configuration information. It may also be configured to collect specified files from the workstation. Once the configuration information is 25

36 collected, it is written to a text file and copied to a network share where the information can be merged into the inventory records. (Process of scanning a computer system by running the audit32.exe application on the machine via a network or floppy disk.) privileges in order to authorize/unauthorize files or programs via the Edit Asset screen. If a technician does not have Audit privileges, then he/she will not have the ability to denote what software is authorized for use. Depending on how security privileges have been assigned, a technician may be able to double-click on a workstation in the Edit Installed File/Program grid to display the Detail Screen for the selected workstation. Administrators will have Full Control over the contents of this screen, while technicians with restricted privileges (e.g., Inventory permissions) may have Read-Only access or no access at all. If security restrictions deny access, an informative error dialog will be displayed. You can also enter/change the number of copies Owned via the Installed Files and Installed Programs tabs, which are accessible from the Edit Asset screen. Double-click on any Software Title in the grid to display the Edit Installed Programs dialog. To Authorize the Use of an Installed File or Installed Program on a Specific Computer: 1. Select Tools > Auditing > Installed Files or Installed Programs from Track-It! s main menu bar. (View Screen Capture) 2. Double-click the desired file or program in the grid to display the Edit Installed File or Edit Installed Program dialog. (View Screen Capture) 26

37 Track-It! Administrator's Guide 3. Right-click on the desired computer in the grid and select Authorize > Selected from the fly-out menu. (View Screen Capture). 4. Click the OK button. The Authorized Installations are updated. To Authorize the Use of an Installed File/Program on All Computers: 1. Follow steps 1-2 above. 2. Right-click on the desired computer in the grid and select Authorize > All from the fly-out menu. 27

38 3. Click the OK button. 4. The Authorized Installations are updated. Viewing File and Program Information Viewing File and Program Information Track-It! allows you to view file and program information on two levels: Global across your network Workstation-specific Viewing Global File Information Viewing Global Program Information Viewing Workstation-Specific File Information Viewing Workstation-Specific Program Information Viewing Global File Information Track-It! allows you to view the following information about files that have been installed on audited computers connected to your network: Viewing Global File Information Column Heading Description Software ID Sequential number that Track-It! assigns to each discovered file. File Name The name of the installed file. File Size The size (in bytes) of the installed file. 28

39 Track-It! Administrator's Guide File Description A brief description of the purpose/function of the installed file. File Version The version of the specific installed file. File Vendor The vendor/developer of the installed program. Product Name The commercial name associated with the installed file. Product Version The version of the entire installed product. File Ext Three-character dot-extension on the File Name. Owned The total number of copies of a file that your organization owns. This number is entered by a Track-It! technician or administrator. In Use The number of installed copies of a file that have been discovered (on audited computers connected to your network) by Track-It! Authorized The number of copies of the corresponding file that have been authorized (by a Track-It! technician) for use on this specific computer. Status Indicates whether an installed file is over-utilized, underutilized, authorized, or unauthorized. Track-It! calculates the level of utilization based on the number that you enter in the Owned field for the corresponding software file or program. 29

40 To View the Global List of Installed Files: 1. Select Tools > Auditing > Installed Files from Track-It! s main menu bar. (View Screen Capture) 2. Right-click on any Software Title listed in the grid, and select Customize from the fly-out menu. (View Screen Capture) 3. Select the checkboxes that correspond to the Columns that you want to make visible. (View Screen Capture) 30

41 Track-It! Administrator's Guide Viewing Global Program Information Track-It! allows you to view the following information about programs that have been installed on audited computers connected to your network: Viewing Global Program Information Column Heading Description ID Software Title Sequential number that Track-It! assigns to each discovered program. The title of the installed program. Publisher The publisher of the installed program. Version The version of the installed program. 31

42 Owned The total number of copies of a program that your organization owns. This number is entered by a Track-It! technician or administrator. In Use The total number of installed copies of a program that have been discovered (on audited computers connected to your network) by Track-It! Authorized The number of copies of the corresponding program that have been authorized (by a Track-It! technician) for use on the computers in your organization. Status Indicates whether an installed program is over-utilized, under-utilized, authorized, or unauthorized. Track-It! calculates the level of utilization based on the number that you enter in the Owned field for the corresponding software file or program. To View the Global List of Installed Programs: 1. Select Tools > Auditing > Installed Programs from Track-It! s main menu bar. (View Screen Capture) 2. Right-click on any Software Title listed in the grid, and select Customize from the fly-out menu. (View Screen Capture) 32

43 Track-It! Administrator's Guide 3. Select the checkboxes that correspond to the Columns that you want to make visible. Viewing Computer-Specific File Information Track-It! allows you to view the following information about files that have been installed on a specific audited computer: Viewing Computer- Specific File Information Column Heading Description Software ID Sequential number that Track-It! assigns to each discovered file. File Name The name of the installed file. File Size The size (in bytes) of the installed file. File Description A brief description of the purpose/function of the installed file. 33

44 File Version The version of the specific installed file. File Vendor The vendor/developer of the installed program. Product Name The commercial name associated with the installed file. Product Version The version of the entire installed product. File Ext Three-character dot-extension on the File Name. Authorized Checkbox Indicates whether or not the corresponding file has been authorized (by a Track-It! technician) for use on this specific computer. Status Indicates whether an installed file is New, Existing, or Removed on this specific computer. To View the List of Files Installed on a Specific Computer: 1. Select Inventory button to open the Inventory module. 2. Double-click on a computer in the grid to open the detail view. (View Screen Capture) 34

45 Track-It! Administrator's Guide 3. Click on the Installed Files tab. (View Screen Capture) 4. Right-click on any Software Title listed in the grid, and select Customize from the fly-out menu. (View Screen Capture) 35

46 5. Select the checkboxes that correspond to the Columns that you want to make visible. (View Screen Capture) Viewing Workstation-Specific Program Information Track-It! allows you to view the following information about programs that have been installed on a specific audited workstation: Viewing Workstation- Specific Program Information Column Heading Description ID Software Title Sequential number that Track-It! assigns to each discovered program. The title of the installed program. 36