Track-IT! Online IT Support Request and Tracking System
draft 25 April 2008
for staff and faculty
Track-IT! Sign In, User Name and
Your Track-IT Home Page
Creating a Work
Viewing your work orders
closing your work orders
Help on TI
This semester Information Technology
Resources introduces Track-IT!,
an online IT request and tracking system from NUMARA.
Track-IT!’s web-based component, staff and faculty can
electronically submit technology-related problems and requests for
service known as "work
orders.". In addition to opening
work orders, Track-IT! users can update
and close their own work orders, and will receive a notification via
email when a work order is opened and when it is completed.
If Track-IT! is
yet available to you or if you prefer other means of reporting
problems, you can still contact the IT Center Help Desk by telephone
at (718) 960-1111, by email at email@example.com or
in person in Carman Hall, room 108.
Work orders will be entered on your behalf by IT staff.
Connecting to Track-IT!
Track-IT! is a
web-based application that can be accessed from
anywhere at anytime over the Internet by directing your browser
following web address or URL:
After successfully connecting to the site,
you will be presented with the Track-IT! login dialog box:
The application is known to work with
the popular Windows and Apple Macintosh browsers. (The screen
images in this document were created in Internet Explorer 7.)
Sign In, User Name and Password
In order to use Track-IT! you need a
and password. Your username is formed from the last eight digits
of your CUNYCard id. Your CUNYCard id is embossed
along the lower
left edge of your CUNYCard just beneath "Staff" or "Faculty." Do
not include the space between the
strings of four digits.
At this time we are unable to reliably identify
the CUNYCard id numbers of Research Foundation staff and certain other
categories of staff working on the Lehman campus. Consequently,
these staff are not
yet in the Track-IT! system. Individuals without Track-IT! access
should continue to contact the Help
Desk or the technical coordinators of their respective College
divisions until these problems are resolved.
Your initial password is blank.
any characters in the password field the first time you log in.
your eight digit username and then click the Sign In button.
You must create a password at first login.
Create a new password of at least six
alphanumeric characters and click on OK When you login the next
time, use your new
If you forget your password, contact the ITR Help Desk at
960-1111 or via email at firstname.lastname@example.org.
To change your
password at any time, select the User Account button and then click the
Your Track-IT! Home Page
After successfully logging in, your
page will display:
The Assets component of Track-IT! is not
available and will not be discussed in the remainder of this document.
Wherever you are in Track-IT!, the blue
menu bar beneath the "Lehman College Help Desk" banner will remain on
the screen so you can always return Home, search for
Solutions, manage Work Orders and view and change your account
information from anywhere in Track-IT!.
The Announcement box in the lower left
corner of the home
page will be used to post timely information on IT at Lehman including
system downtimes and maintenance, system upgrades and special events.
Click on the add a new Work Order on
the Track-IT! home page:
The work order form, reproduced below, will appear.
Accurate completion of the form will help us properly route and thereby
resolve your problem on a timely basis.
brief description of the
problem. Include a few key words that best describes
the problem or request
Paper jam in HP Laserjet 2100 in Registrar's Office
Email authentication failure
with user name firstname.lastname
Request to install Office 2008 Professional for Windows
Request to install network circuit in Carman B38
SAS 9.1 license expired
Dell OptiPlex 270 will not turn on in Shuster 230
Call Back Number Change
if incorrect or add if blank
Priority See guide below
work order creation form.
Type In most cases you
should select from the drop down list the division or department of the
College in which you
work. This will facilitate the routing of the problem to the
technician assigned to your
office. That person is in the best position to make an
initial assessment of the problem and reassign it to another staff
person if appropriate.
Subtype Select from the
drop down list the subtype that best describes the request or problem.
provides greater detail in classifying your problem or request.
If none of the categories apply, you can leave this item blank.
additional details about the problem and the user(s) affected,
department, alternate email address and phone number, building and room
secondary contact, and where relevant, the text of error
messages, circumstances under which they occur, software versions,
hardware model numbers, efforts made so far to resolve the problem etc.
Attachment You can
attach supporting documents such as an image of the screen showing the
error that might be helpful in resolving the problem.
Click on Submit to create the
You will receive a confirmation such as
the following that will include a work order number. Refer to
this work order number when following up on the order.
You can add to the work order
description, close the work
order or print while viewing a
You will also receive confirmation via
email such as the one reproduced below. These messages are
automatically generated and are intended for informational purposes
only. You should not reply to the confirmation
message. Save it for future reference.
You will also receive a similar email notification if a work order is
submitted on your behalf by IT staff.
and Managing your work orders
Click on Manage
your work order requests on the Track-IT! home page or the Work Orders button in the menu
bar that appears on all Track-IT! pages. By default a list of all
open work orders
initiated by you or on your behalf will be displayed.
By default the Track-IT! home page is
displayed after login. Selecting the check box to the left of Make this page my default view will
cause the list of open work orders to appear immediately after logging
You can update or close a work order by clicking on the
work order id number.
With the work order displayed click on the link Add to Work Order description to add
pertinent information to the work order, e.g. change in error messages,
pattern etc.. Click on the Close Work Order link to complete the
work order if you resolved the problem on your own or the request is no
If a work order is closed by you or by
a technician, you will receive an email message similar to the
In addition to submitting and managing
work orders, Track-IT! includes a knowledge database to assist
both you and the technicians in the resolution of your problems.
Access the database by clicking on the Solutions button on the
menu bar from any Track-IT! page or from the Search the Solutions
Database link or the Search box.
A user interested in Leopard, the new Macintosh operating
system, could do the following search.
you would like additional
information about Track-IT! click on Help on the right side of the
Track-IT! menu bar.
For further assistance contact the IT Center Help Desk by email at
email@example.com, by telephone at (718) 960-1111 or in person
in Carman Hall, Room 108.