I receive the question about setting up Track-It! help desk software for external users periodically and I hate to start off by saying “It depends”, but it does.
Overview
This type of setup, while fairly common, is not something to be taken lightly nor something that our Track-It! technical support team has expertise in. Please bear in mind that the things discussed in this article are necessary considerations for any public facing website that must interface with an internal network. These cautions and suggestions are not specific to Track-It! and involve a number of systems and settings that are outside of the context of Track-It! There are many factors involved with setting up this type of scenario and doing so in a way that is appropriate and secure for your environment. The setup will involve important decisions and configurations in your environment which our technical support team will not have knowledge of or be able to answer for you. While they may be able to guide you in best practices and examples of what most people do, they cannot make the decision for you or configure the system for you.
To begin, there are several different ways you can accomplish this task depending on:
- Your technical ability
- The resources you have available at your company/location
- How you want to present this information to users (raw IP address vs. pretty domain name)
- How secure your system needs to be
You can read more about help desk software for external users in the original blog post at the link below:
Track-It! help desk software for external users
https://community.bmc.com/s/news/aA33n000000CgMfCAK/trackit-on-a-public-facing-web-server
