Track-It! 20.20.03 on the AWS Cloud

Quick Start Reference Deployment

QS

August, 2021
BMC Software, Inc.
Scott Kellish and Vinod Shukla, AWS Integration & Automation team

Visit our GitHub repository for source files and to post feedback, report bugs, or submit feature ideas for this Quick Start.

This Quick Start was created by BMC Software, Inc. in collaboration with Amazon Web Services (AWS). Quick Starts are automated reference deployments that use AWS CloudFormation templates to deploy key technologies on AWS, following AWS best practices.

Overview

This Quick Start deployment guide walks you through deploying Track-It! on the Amazon Web Services (AWS) Cloud for managing your IT help desk. It is for users who want IT help desk and endpoint management services hosted on the AWS Cloud.

The Quick Start is deployed on a single Amazon Elastic Compute Cloud (Amazon EC2) instance. This instance hosts the database server and the BMC Client Management (BCM) server. After deployment, you must install additional software on your internal network. This will enable BMC Client Management server to discover and audit your on-premises IT infrastructure. For more information, refer to the Post deployment steps section later in this guide. To back up the database, you must run scripts on the Amazon EC2 instance that are not part of the default deployment. Create a strategy to back up your database that suits your workflow. If you store the backups on Amazon Simple Storage Service (Amazon S3) or Amazon S3 Glacier, you can incur additional charges.

Amazon may share who uses AWS Quick Starts with the AWS Partner Network (APN) Partner that collaborated with AWS on the content of the Quick Start.

Track-It! 20.20.03 on AWS

Track-It! offers features to manage your IT help desk, including problem ticketing, change management, purchasing, and inventory. With BMC Client Management, Track-It! also helps with IT endpoint management, providing a central point of patch deployment to all devices on your network. For more information, see Track-It! Help Desk Software Features.

Cost

You are responsible for the cost of the AWS services used while running this Quick Start. There is no additional cost for using the Quick Start.

The AWS CloudFormation template for this Quick Start includes configuration parameters that you can customize. Some of the settings, such as the instance type, affect the cost of deployment. For cost estimates, see the pricing pages for each AWS service you use. Prices are subject to change.

After you deploy the Quick Start, enable the AWS Cost and Usage Report to deliver billing metrics to an Amazon Simple Storage Service (Amazon S3) bucket in your account. It provides cost estimates based on usage throughout each month and aggregates the data at the end of the month. For more information about the report, see the AWS documentation.

Software licenses

To use this Quick Start in a production environment, you must purchase a Track-It! license from BMC Software. For more information, see the Track-It! website to connect with the Track-It! sales team. After purchasing a license and receiving your order-confirmation email, download and apply your license. You can deploy this Quick Start with a trial license, which gives you 90 days of free usage of Track-It! in a non-production environment. To upgrade to a full license during the trial period, contact the Track-It! sales team.

Architecture

Deploying this Quick Start in a new Virtual Private Cloud (VPC) with default parameters builds the following Track-It! environment in the AWS Cloud:

Architecture
Figure 1. Quick Start architecture for Track-It! on AWS

As seen in Figure 1, the Quick Start sets up the following:

  • A highly available architecture that spans two Availability Zones.*

  • A virtual private cloud (VPC) configured with public and private subnets, according to AWS best practices, to provide you with your own virtual network on AWS.*

  • A managed internet gateway to direct inbound traffic to a Network Load Balancer.

  • In the public subnets, managed network address translation (NAT) gateways to allow outbound internet access for resources in the private subnets.*

  • In the private subnet of Availability Zone 1, an Amazon EC2 instance with Microsoft SQL Server, Track-It!, and BMC Client Management software.

  • AWS Directory Service for Microsoft Active Directory to provide a fully managed Active Directory domain to which the Track-It! EC2 instance is joined.

  • Amazon CloudWatch to monitor, store, and access log files from EC2 instances.

* The template that deploys the Quick Start into an existing VPC skips the components marked by asterisks and prompts you for your existing VPC configuration.

Planning the deployment

Specialized knowledge

This deployment guide requires a moderate level of familiarity with AWS services. If you’re new to AWS, visit the Getting Started Resource Center and the AWS Training and Certification website. These sites provide materials for learning how to design, deploy, and operate your infrastructure and applications on the AWS Cloud.

This Quick Start also assumes familiarity with help desk software, Active Directory Domain Services (AD DS), and your on-premises Microsoft Exchange and Microsoft Office365 accounts. Familiarity with using Amazon Route 53 to register a domain is also recommended.

Using a registered domain

This Quick Start deployment uses a domain name for its HTTPS-based endpoints. During deployment, you can enter a domain name registered with Amazon Route 53 and an SSL certificate issued by a trusted certificate authority (CA). If you do not, a random domain associated with a self-signed certificate is automatically generated. With a self-signed certificate, browsers display a privacy warning to users attempting to access endpoints.

IP Addresses to allow

During deployment, you can enter a Classless Inter-Domain Routing (CIDR) block to restrict access to the Track-It! server. If you aren’t sure or don’t know, you can use the default setting and change it later. For more information, see the Parameter reference section later in this guide.

Microsoft Active Directory

The Track-It! Quick Start deploys an Active Directory domain using AWS Managed Microsoft AD. The Track-It! EC2 instance is domain-joined to this domain. You can customize the DNS and NetBIOS names of the domain during deployment.

You can choose Standard or Enterprise edition of AWS Managed Microsoft AD during deployment. For more information about these options, see What is AWS Directory Service?

You must establish a trusted relationship between your AD and AWS so your existing AD users can be authenticated successfully. For more information, see Connect to your existing AD infrastructure.

Windows integrated authentication

Track-It! supports authenticating users with Windows integrated authentication as an option. For more information, see Enabling Microsoft Windows Integrated Authentication for Track-It!.

Sizing

During deployment, you can choose the EC2 instance type to fit your workload. The following table lists the appropriate EC instance types for three use cases.

For recommended Track-It! hardware configurations, see Track-It! documentation on Sizing and scalability considerations. For more information about EC2 instance types, see Amazon EC2 Instance Types.

Size EC2 instance type Volume size (in GB)

Small

Up to five active technicians and up to 100 active requestors.

m5.xlarge

100

Medium

Up to 15 active technicians and up to 200 active requestors.

m5.2xlarge

150

Large

More than 15 active technicians and more than 200 active requestors.

m5.2xlarge

300

AWS account

If you don’t already have an AWS account, create one at https://aws.amazon.com by following the on-screen instructions. Part of the sign-up process involves receiving a phone call and entering a PIN using the phone keypad.

Your AWS account is automatically signed up for all AWS services. You are charged only for the services you use.

Technical requirements

Before you launch the Quick Start, your account must be configured as specified in the following table. Otherwise, deployment might fail.

Resource limits

If necessary, request service quota increases for the following resources. You might need to request increases if your existing deployment currently uses these resources, and this Quick Start deployment could result in exceeding the default quotas. The Service Quotas console displays your usage and quotas for some aspects of some services. For more information, see the AWS documentation.

Resource This deployment uses

VPCs

1

Elastic IP addresses

2

AWS Identity and Access Management (IAM) security groups

2

IAM roles

3

Auto Scaling groups

0

Application Load Balancers

0

Network Load Balancers

1

Amazon EC2 instances

1

Supported Regions

The following Regions are currently supported by this Quick Start.

Americas
  • ca-central-1 Canada (Central)

  • us-east-1 US East (N. Virginia)

  • us-east-2 US East (Ohio)

  • us-west-1 US West (N. California)

  • us-west-2 US West (Oregon)

Middle East/Africa/Asia
  • af-south-1 Africa (Cape Town)

Europe
  • eu-central-1 Europe (Frankfurt)

  • eu-west-1 Europe (Ireland)

  • eu-west-2 Europe (London)

  • eu-south-1 Europe (Milan)

  • eu-west-3 Europe (Paris)

  • eu-north-1 Europe (Stockholm)

Certain Regions are available on an opt-in basis. Refer to the AWS Documentation on Managing Regions for more information.

IAM permissions

Before launching the Quick Start, you must log in to the AWS Management Console with IAM permissions for the resources and actions the templates deploy.

The AdministratorAccess managed policy within IAM provides sufficient permissions, although your organization may choose to use a custom policy with more restrictions.

Deployment options

This Quick Start provides two deployment options:

  • Deploy Track-It! into a new VPC (end-to-end deployment). This option builds a new AWS environment consisting of the VPC, subnets, NAT gateways, security groups, bastion hosts, AWS Directory Service, and other infrastructure components. It then deploys Track-It! into this new VPC.

  • Deploy Track-It! into an existing VPC. This option provisions Track-It! in your existing AWS infrastructure.

The Quick Start provides separate templates for these options. It also lets you configure CIDR blocks, instance types, and Track-It! settings, as discussed later in this guide.

Deployment steps

Sign in to your AWS account

  1. Sign in to your AWS account at https://aws.amazon.com with an IAM user role that has the necessary permissions. For details, see Planning the deployment earlier in this guide.

  2. Make sure that your AWS account is configured correctly, as discussed in the Technical requirements section.

Launch the Quick Start

If you deploy Track-It! into an existing VPC, ensure that your VPC has two private subnets in different Availability Zones for the workload instances and that the subnets are not shared. This Quick Start does not support shared subnets. The subnets require NAT gateways in their route tables to allow the instances to download packages and software without exposing the instances to the internet. Also ensure that the domain name in the DHCP options is configured, as explained in DHCP options sets. Provide your VPC settings when you launch the Quick Start. This Quick Start also needs an AWS Managed Microsoft AD instance.

Each deployment takes about 30 minutes / 1 hour to complete.

  1. Sign in to your AWS account, and choose one of the following options to launch the AWS CloudFormation template. For help with choosing an option, see Deployment options earlier in this guide.

    Deploy Track-It! into a new VPC on AWS

    View template

    Deploy Track-It! into an existing VPC on AWS

    View template

  2. Check the AWS Region that’s displayed in the upper-right corner of the navigation bar, and change it if necessary. This Region is where you build the infrastructure. The template is launched in the us-east-1 Region by default. For more information, see Supported AWS Regions earlier in this guide.

  3. On the Create stack page, keep the default setting for the template URL, and then choose Next.

  4. On the Specify stack details page, change the stack name if needed. Review the parameters for the template. Provide values for the parameters that require input. For all other parameters, review the default settings and customize them as necessary. For details on each parameter, see the Parameter reference section of this guide. When you finish reviewing and customizing the parameters, choose Next.

In the following tables, parameters are listed by category and described separately for the deployment options. When you finish reviewing and customizing the parameters, choose Next.

Unless you are customizing the Quick Start templates for your own deployment projects, we recommend that you keep the default settings for the parameters labeled Quick Start S3 bucket name, Quick Start S3 bucket Region, and Quick Start S3 key prefix. Changing these parameter settings automatically updates code references to point to a new Quick Start location. For more information, see the AWS Quick Start Contributor’s Guide.

Parameters for deploying into an existing VPC

Table 1. Network configuration
Parameter label (name) Default value Description

VPC ID (VPCID)

Requires input

ID of your existing VPC for deployment.

Public Subnet 1 ID (PublicSubnet1ID)

Requires input

ID of public subnet 1 in Availability Zone 1 for the Elastic Load Balancing (ELB) load balancer (e.g., subnet-9bc642ac).

Public Subnet 2 ID (PublicSubnet2ID)

Requires input

ID of public subnet 2 in Availability Zone 1 for the Elastic Load Balancing (ELB) load balancer (e.g., subnet-9bc642ac).

Private Subnet 1 ID (PrivateSubnet1AID)

Requires input

ID of private subnet 1A in Availability Zone 1 (e.g., subnet-a0246dcd).

Table 2. Microsoft Active Directory configuration
Parameter label (name) Default value Description

Domain DNS name (DomainDNSName)

example.internal

The fully qualified domain name (FQDN), e.g., example.com. Must be 2-255 characters.

Domain NetBIOS name (DomainNetBIOSName)

example

The NetBIOS name of the domain (up to 15 characters) for users of earlier versions of Microsoft Windows, e.g., example.

Domain member security group ID (DomainMemberSGID)

Requires input

The ID of the domain member security group (e.g., sg-7f16e910).

Domain Admin account password (DomainAdminPassword)

Requires input

The password for the domain Admin account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter the domain Admin account password (DomainAdminPasswordConfirm)

Requires input

Confirm the password for the domain Admin account. Must be at least 8 characters containing letters, numbers, and symbols.

Table 3. Track-It! Server configuration
Parameter label (name) Default value Description

Track-It! 'all-in-one' environment size (TrackItEnvironmentSize)

Small (Up to 5 active technicians)

Track-It! environment size suitable for expected average number of active users on a regular work day. Selecting a larger size here will result in additional server costs.

Key pair name (KeyPairName)

Requires input

Name of an existing EC2 key pair. All instances will launch with this key pair.

Track-It! end-user web access permitted IP range (TrackItEndUserWebAccessCIDR)

Requires input

CIDR IP range that is permitted to access the Track-It web portal. Note: a value of 0.0.0.0/0 will allow access from ANY ip address.

Operator email address (OperatorEmail)

None

(optional) Email address that notifications are sent to (e.g., database, VM failures, etc.).

Track-It! Instance Server Name (TrackItInstanceDomainComputerName)

TrackIt01

Track-It! instance server name. The default setting is optimal for most Track-It! customers. We do not recommend changing this setting unless you know why you need to change it and fully understand the impacts of doing so.

Track-It! database administrator account password (TrackItAdminPassword)

Requires input

The password for the database account (SMSYSADMIN) used by Track-It! to connect to the database. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter Track-It! database administrator account password (TrackItAdminPasswordConfirm)

Requires input

Confirm the password for the database account (SMSYSADMIN) used by Track-It! to connect to the database. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

BMC Client Management admin account password (TrackItBcmAdminPassword)

Requires input

The password for the BMC Client Management admin account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter BMC Client Management admin account password (TrackItBcmAdminPasswordConfirm)

Requires input

Confirm the password for the BMC Client Management admin account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Table 4. Track-It! site registered domain configuration
Parameter label (name) Default value Description

Route 53 hosted zone ID (Route53HostedZoneId)

Requires input

(Optional) Route53 Hosted Zone ID where DNS record for Track-It! Site Domain will be added.

Track-It! site domain (TrackItSiteDomain)

Requires input

(Optional) Domain name of the Track-It! site. e.g. example.com. Valid FQDN required when using SSL.

Track-It! SSL certificate ARN (TrackItRealSSLCertificateARN)

Requires input

(Optional) ARN of the SSL certificate to be used for the Application Load Balancer.

Table 5. Track-It! site self-signed domain configuration
Parameter label (name) Default value Description

Track-It! Self-signed SSL certificate options (Unused if registered domain configuration is provided above) (TrackItSelfSignSSLCertificateOptions)

CN=trackit.com;C=US;L=Texas;ST=TX;O=trackit;OU=sales;E=customer_support@bmc.com

(Optional) Self-signed certificate options.

Track-It! Self-signed SSL certificate expiration date (Unused if registered domain configuration is provided above) (TrackItSelfSignSSLCertificateExpiresOn)

Requires input

(Optional) Enter a future expiration date for the self-signed SSL certificate. Defaults to one year from today if left empty, otherwise enter an explicit date at least one day in the future and in the form YYYY-MM-DD.

Table 6. AWS Quick Start configuration
Parameter label (name) Default value Description

Quick Start S3 bucket name (QSS3BucketName)

aws-quickstart

S3 bucket that you created for your copy of Quick Start assets. Use this if you decide to customize the Quick Start. This bucket name can include numbers, lowercase letters, uppercase letters, and hyphens but should not start or end with a hyphen.

Quick Start S3 bucket Region (QSS3BucketRegion)

us-east-1

AWS Region where the Quick Start S3 bucket (QSS3BucketName) is hosted. When using your own bucket, you must specify this value.

Quick Start S3 key prefix (QSS3KeyPrefix)

quickstart-bmc-track-it/

S3 key name prefix that is used to simulate a directory for your copy of Quick Start assets. Use this if you decide to customize the Quick Start. This prefix can include numbers, lowercase letters, uppercase letters, hyphens, and forward slashes. See https://docs.aws.amazon.com/AmazonS3/latest/dev/UsingMetadata.html.

Parameters for deploying into a new VPC

Table 7. Network configuration
Parameter label (name) Default value Description

VPC CIDR (VPCCIDR)

10.0.0.0/16

CIDR block for the VPC. The CIDR block must be in the form x.x.x.x/16-28.

Public subnet 1 CIDR (PublicSubnet1CIDR)

10.0.128.0/20

CIDR block for the public subnet 1 located in Availability Zone 1. CIDR block must be in the form x.x.x.x/16-28.

Public subnet 2 CIDR (PublicSubnet2CIDR)

10.0.144.0/20

CIDR block for the public subnet 2 located in Availability Zone 2. CIDR block must be in the form x.x.x.x/16-28.

Private subnet 1A CIDR (PrivateSubnet1ACIDR)

10.0.0.0/19

CIDR block for the private subnet 1 located in Availability Zone 1. CIDR block must be in the form x.x.x.x/16-28.

Private subnet 2A CIDR (PrivateSubnet2ACIDR)

10.0.32.0/19

CIDR block for the private subnet 2 located in Availability Zone 2. CIDR block must be in the form x.x.x.x/16-28.

Availability Zones (AvailabilityZones)

Requires input

List of Availability Zones to use for the subnets in the VPC. The Quick Start uses two Availability Zones from your list and preserves the logical order you specify.

Table 8. Microsoft Active Directory configuration
Parameter label (name) Default value Description

AWS Managed Microsoft AD edition (DSMicrosoftADEdition)

Standard

Standard Edition includes 1GB of storage for objects. Enterprise Edition includes 17GB. The total number of objects supported depends on the types of objects, size of data stored in attributes, and your transaction rates. Scale-out as needed by adding domain controllers.

Domain DNS name (DomainDNSName)

example.internal

Fully qualified domain name (FQDN) of 2–255 characters. For example, example.com.

Domain NetBIOS name (DomainNetBIOSName)

example

NetBIOS name of the domain for users of earlier versions of Microsoft Windows (up to 15 characters).

Domain administrator account password (DomainAdminPassword)

Requires input

Password for the domain administrator account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter the domain administrator account password (DomainAdminPasswordConfirm)

Requires input

Confirm the password for the domain Admin account. Must be at least 8 characters containing letters, numbers, and symbols.

Table 9. Track-It! server configuration
Parameter label (name) Default value Description

Track-It! 'all-in-one' environment size (TrackItEnvironmentSize)

Small (Up to 5 active technicians)

Track-It! environment size suitable for expected average number of active users on a regular work day. Selecting a larger size here will result in additional server costs.

Key pair name (KeyPairName)

Requires input

Name of an existing EC2 key pair. All instances will launch with this key pair.

Track-It! end-user web access permitted IP range (TrackItEndUserWebAccessCIDR)

Requires input

CIDR IP range that is permitted to access the Track-It web portal. Note: A value of 0.0.0.0/0 allows access from any IP address.

Operator email address (OperatorEmail)

None

(optional) Email address that notifications are sent to (e.g., database, VM failures, etc.).

Track-It! instance Server Name (TrackItInstanceDomainComputerName)

TrackIt01

Track-It! instance server name. The default setting is optimal for most use cases. We do not recommend changing this setting unless you know why you need to change it and fully understand the impacts of doing so.

Track-It! database administrator account password (TrackItAdminPassword)

Requires input

Password for the database account (SMSYSADMIN) used by Track-It! to connect to the database. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter Track-It! database administrator account password (TrackItAdminPasswordConfirm)

Requires input

Confirm the password for the database account (SMSYSADMIN) used by Track-It! to connect to the database. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

BMC Client Management admin account password (TrackItBcmAdminPassword)

Requires input

Password for the BMC Client Management admin account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Re-enter BMC Client Management admin account password (TrackItBcmAdminPasswordConfirm)

Requires input

Confirm the password for the BMC Client Management administrator account. Must be at least 8 characters containing letters, numbers, and symbols. This password is mandatory. Please make note of this password as you will need it in the future for administration purposes.

Table 10. Track-It! site registered domain configuration
Parameter label (name) Default value Description

Route 53 hosted zone ID (Route53HostedZoneId)

Requires input

(Optional) Route53 hosted zone ID where the DNS record for the Track-It! site domain is added.

Track-It! site domain (TrackItSiteDomain)

Requires input

(Optional) Domain name of the Track-It! site. e.g. example.com. Valid FQDN required when using SSL.

Track-It! SSL certificate ARN (TrackItRealSSLCertificateARN)

Requires input

(Optional) ARN of the SSL certificate to be used for the Application Load Balancer.

Table 11. Track-It! site self-signed domain configuration
Parameter label (name) Default value Description

Track-It! self-signed SSL certificate options (Unused if registered domain configuration is provided above) (TrackItSelfSignSSLCertificateOptions)

CN=trackit.com;C=US; L=Texas;ST=TX; O=trackit;OU=sales; E=customer_support@bmc.com

(Optional) Self-signed certificate options.

Track-It! self-signed SSL certificate expiration date (Unused if registered domain configuration is provided above) (TrackItSelfSignSSLCertificateExpiresOn)

Requires input

(Optional) Enter a future expiration date for the self-signed SSL certificate. Defaults to one year from today if left empty, otherwise enter an explicit date at least one day in the future and in the form YYYY-MM-DD.

Table 12. AWS Quick Start configuration
Parameter label (name) Default value Description

Quick Start S3 bucket name (QSS3BucketName)

aws-quickstart

Name of the S3 bucket for your copy of the Quick Start assets. Keep the default name unless you are customizing the template. Changing the name updates code references to point to a new Quick Start location. This name can include numbers, lowercase letters, uppercase letters, and hyphens, but do not start or end with a hyphen (-). See https://aws-quickstart.github.io/option1.html.

Quick Start S3 bucket Region (QSS3BucketRegion)

us-east-1

AWS Region where the Quick Start S3 bucket (QSS3BucketName) is hosted. Keep the default Region unless you are customizing the template. Changing this Region updates code references to point to a new Quick Start location. When using your own bucket, specify the Region. See https://aws-quickstart.github.io/option1.html.

Quick Start S3 key prefix (QSS3KeyPrefix)

quickstart-bmc-track-it/

S3 key prefix that is used to simulate a directory for your copy of the Quick Start assets. Keep the default prefix unless you are customizing the template. Changing this prefix updates code references to point to a new Quick Start location. This prefix can include numbers, lowercase letters, uppercase letters, hyphens (-), and forward slashes (/). End with a forward slash. See https://docs.aws.amazon.com/AmazonS3/latest/dev/UsingMetadata.html and https://aws-quickstart.github.io/option1.html.

  1. On the options page, you can specify tags (key-value pairs) for resources in your stack and set advanced options. When you’re done, choose Next.

  2. On the Review page, review and confirm the template settings. Under Capabilities, select the two check boxes to acknowledge that the template creates IAM resources and might require the ability to automatically expand macros.

  3. Choose Create stack to deploy the stack.

  4. Monitor the status of the stack. When the status is CREATE_COMPLETE, the Track-It! deployment is ready.

  5. Use the values displayed in the Outputs tab for the stack, as shown in Track-It! outputs after successful deployment, to view the created resources.

cfn_outputs
Figure 2. Track-It! outputs after successful deployment

Post-deployment steps

Test the deployment

Test the deployment by accessing the Track-It! portal.

  1. Open the AWS CloudFormation console.

  2. On the Stacks page, choose the stack name.

  3. On the Outputs tab, note the URL in the Value column of the TrackItTechnicianPortalPublicURL key.

outputs1
Figure 3. Track-It! portal URL
  1. Navigate to the URL from step 3.

  2. Complete the form on the Export Compliance And Access Terms page and choose Continue.

  • If you receive an error stating We are unable to grant access to the application at this time, contact BMC support for assistance.

  • If you did not enter registered domain parameters during deployment, a browser privacy warning displays before the Track-It! login page. Choose to continue to the site.

  1. The Track-It! login screen displays. The default Track-It! login credentials are ADMINISTRATOR/password.

Install BMC Client Management relay agent

After deployment, you must install a BMC Client Management relay agent on one of your on-premises Microsoft Windows servers. A relay agent collects and transmits data from your on-premises network infrastructure to the BMC Client Management server on the Track-It! EC2 instance.

These instructions provide a Microsoft Windows relay agent installation. To install a relay agent on Linux, see Rolling out the relay agents.
  1. Open the AWS CloudFormation console.

  2. On the Stacks page, choose the stack name.

  3. On the Outputs tab, note the URL in the Value column of the BCMRolloutPublicURL key.

outputs1
Figure 4. BMC Client Management rollout public URL
  1. Navigate to the URL from step 3.

  2. A browser privacy warning displays. BMC Client Management uses a self-signed certificate. Choose to continue to the site.

  3. The BMC Client Management login page displays. Log in with the password you entered for the TrackItBcmAdminPassword parameter during deployment.

  4. On the Welcome to the Rollout Server Download Page, choose BCM_Agent_Install.exe in the Auto-extractable Name column.

  5. A Windows Defender warning displays. Choose More info, then Run anyway.

  6. After the installation is complete, a message stating The Agent has been installed successfully displays. Choose OK.

Install and configure BMC Client Management Console

  1. Open the AWS CloudFormation console.

  2. On the Stacks page, choose the stack name.

  3. On the Outputs tab, note the URL in the Value column of the BCMConsolePublicURL key.

outputs1
Figure 5. BMC Client Management console URL
  1. Navigate to the URL from step 3.

  2. A browser privacy warning displays. BMC Client Management uses a self-signed certificate. Choose to continue to the site.

  3. The BMC Client Management login page displays. Log in with the password you entered for the TrackItAdminPassword parameter during deployment.

  4. On the BMC Client Management Console Download Page, choose Web Start Package.

  5. After the application downloads, log in with the same credentials you used to access the BMC Client Management portal in step 6. Keep the Server Port and Secure Connection default entries. The BMC Client Management console home screen displays.

export
Figure 6. BMC Client Management console home screen

Set relay agent as the scanner

To enable discovery of your on-premises devices, complete the following configuration in the BMC Client Management console.

  1. In the BMC Client Management console, choose Device Topology in the navigation bar.

export
Figure 7. Device topology
The server onto which you installed the relay agent previously should display in the topology. If you don’t see it, troubleshoot the relay agent installation.
  1. In the navigation bar, choose Asset Discovery.

  2. Open the context (right-click) menu for Scanners, then choose Add Device.

  3. In the Add a scanner dialog box, choose the server on which the relay agent was installed previously.

  4. Choose OK.

export
Figure 8. Add a scanner

Getting started with Track-It!

For an introduction to Track-It!, see Getting started and Training videos.

FAQ

Q. I encountered a CREATE_FAILED error when I launched the Quick Start.

A. If AWS CloudFormation fails to create the stack, we recommend that you relaunch the template with Rollback on failure set to Disabled. (This setting is under Advanced in the AWS CloudFormation console, Options page.) With this setting, the stack’s state is retained and the instance is left running, so you can troubleshoot the issue. (For Windows, look at the log files in %ProgramFiles%\Amazon\EC2ConfigService and C:\cfn\log.)

When you set Rollback on failure to Disabled, you continue to incur AWS charges for this stack. Please make sure to delete the stack when you finish troubleshooting.

For additional information, see Troubleshooting AWS CloudFormation on the AWS website.

Q. I encountered a size limitation error when I deployed the AWS CloudFormation templates.

A. We recommend that you launch the Quick Start templates from the links in this guide or from another Amazon S3 bucket. If you deploy the templates from a local copy on your computer or from a location other than an Amazon S3 bucket, you might encounter template size limitations. For more information about AWS CloudFormation quotas, see the AWS documentation.

Troubleshooting

This Quick Start configures Microsoft Windows and Track-It! log files stored in Amazon CloudWatch Logs with the group prefix 'BMC-Track-It'. The captured log files include:

  • C:\Program Files (x86)\BMC\Track-It!\Logs\NAMMetadata_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\ServiceDesk_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\ChangeManagement_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\NAMLogicNotification_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCFeatureInfo_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCImap_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCPop3_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCQuickViews_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCSmtp_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCUserTrack_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\SDEAttach_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCStopTheClock_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\MGCSuperBR_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\NAMLogicWorkOrder*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\NAMServerControl_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\Announcement_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\AssetManagement_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\NAMLogicAttach_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\LogicDetails_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\LogicHelpDesk_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\PurchaseManagement_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\LogicRequestor_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\LogicSMTP_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\StopTheClock_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\WOPredecessor_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\TemplateLinks_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\EwsMailListener_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\ServiceManagement_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\WebApi_*.log

  • C:\Program Files (x86)\BMC\Track-It!\Logs\SelfService_*.log

  • C:\Windows\System32\LogFiles\HTTPERR\**.log

  • C:\inetpub\logs\LogFiles\W3SVC1\u_ex.log

  • C:\Program Files\Microsoft SQL Server\MSSQL15.MSSQLSERVER\MSSQL\Log\ERRORLOG

  • Windows Event Manager BMC-Track-It log group System, Security, and Application log streams.

Send us feedback

To post feedback, submit feature ideas, or report bugs, use the Issues section of the GitHub repository for this Quick Start. If you’d like to submit code, please review the Quick Start Contributor’s Guide.

Quick Start reference deployments

GitHub repository

You can visit our GitHub repository to download the templates and scripts for this Quick Start, to post your comments, and to share your customizations with others.


© 2020, Amazon Web Services Inc., or its affiliates, and BMC Software, Inc.. All rights reserved.

Notices

This document is provided for informational purposes only. It represents AWS’s current product offerings and practices as of the date of issue of this document, which are subject to change without notice. Customers are responsible for making their own independent assessment of the information in this document and any use of AWS’s products or services, each of which is provided “as is” without warranty of any kind, whether expressed or implied. This document does not create any warranties, representations, contractual commitments, conditions, or assurances from AWS, its affiliates, suppliers, or licensors. The responsibilities and liabilities of AWS to its customers are controlled by AWS agreements, and this document is not part of, nor does it modify, any agreement between AWS and its customers.

The software included with this paper is licensed under the Apache License, version 2.0 (the "License"). You may not use this file except in compliance with the License. A copy of the License is located at http://aws.amazon.com/apache2.0/ or in the accompanying "license" file. This code is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either expressed or implied. See the License for specific language governing permissions and limitations.