Re: [SA-list] TrackIT

[Nate]

I use Track-IT! 5.0 Standard in my office. I didn't set it up, but from 
what I can tell it comes with a small program called Track-IT Receive which 
will monitor a MAPI mailbox for incoming mail at given intervals. When it 
detects new mail, it will create a new work order and assign the work order 
to the default user (usually a manager who then re-assigns it to the 
appropriate resource).

I don't know how much of this can be customized, and I have been 
disappointed with Track-IT's lack of flexibility. They have a few different 
levels of products. You could see what is available in, say their 
enterprise edition.

Our shop is small enough that we made the Track-IT email box hidden and 
added it to a distribution list which also includes all of the IT staff... 
oh wait, that's just me. Of course, when a help desk request is sent, I get 
a copy, because I'm on the DL. When we had more people, we had to 
communicate about who was responsible for responding.

Nate

At 09:42 AM 12/30/2003, you wrote:
        Has anyone used/ had any success Servers Alive with help desk
software like Trackit? What I had in mind was once an entry is detected as
being down Servers Alive would send an email to a generic help desk mailbox
which Trackit monitors. Trackit would then log a ticket and notify the
proper technician.
Sincerely,
Toromont Process Systems
Kyle Smith
Information Systems Support
Direct Phone:   403 717 4520
Cell:                       403 804 1953
Fax:            403 717 4545
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