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OUTLINE - Common Help Desk Tickets

Badger TraCS Guides

OUTLINE - Common Help Desk Tickets

Owned by Julian Pazynski
Last updated: Oct 24, 2023
4 min read

Introduction

  1. How to look up documentation

  2. Common Help Desk Issues

  3. How to solve these issues

  4. If people have quetions, please put them in chat, and we will answer them during the question sections.

How to Search Documentation in Confluence

  1. If not in confluence, can still find documentation normal wayhttps://wisdot.box.com/s/8gd77fvmknv5gq56yrz0aulchojq2v0q

  2. How to select different spaces in Confluence

    1. https://wi-state-patrol.atlassian.net/l/cp/3315VFLr

    2. https://wi-state-patrol.atlassian.net/l/cp/cwVUFWbh

    3. https://wi-state-patrol.atlassian.net/l/cp/X3VrgHx0

  3. Search bar within Space to search for documentation you are looking for

  4. Drop down sections for organizing documentation on left hand side

  5. You are able to leave comments on Documentation!

How to Contact us

Phone: (608) 267-2096

  • Business Hours for phone is 8am-4pm

Email

  • Non-Hosted: Badgertracs@dot.wi.gov

  • Hosted: Badgertracshosted@dot.wi.gov

Through Jira Portal | Submit a ticket

  • Link to portal in TraCS Help Tab “Open Support Ticket”

QUESTIONS?

Duplicate Forms

  1. How are forms created?

    1. Autonumber.ini File

    2. MachineID.ini File

  2. Culprits for Duplicate Forms (excluding ELCIs)

    1. Windows Image TraCS Install

    2. Duplicate Machine ID

      1. Recommend new TraCS Installs use a new MachineID

      2. MachineID needs to be in between 1-2499

  3. Other Culprits

    1. Windows Restore

  4. Solutions

    1. Using the to be released Pad Pad Document Numbers button

      1. Will be released in 2023 Fall Pack

Questions?

Failed Transmission

  1. Always look at the Details Report

    1. Take a screenshot and send to help desk if you cannot solve the issue yourself

  2. Common Failure Examples

    1. Fail to transmit to RMS

    2. Stuck in Exported

    3. Failed according to schema

       

ELCI Citations | Install and Inventory Issues

  1. Popup is not necessarily an “error”

  2. How to Check Agency’s Inventory

  3. How to Order More

  4. How to Install ELCIs onto specific machine

Questions?

Offline Mode

  1. When in Online Mode, able to upload and download data to TraCS server for your agency

    1. Downloading a form:

      1. Opening a form

      2. Printing

      3. Archiving

      4. Changing Status

      5. and more….

    2. Uploading

      1. Closing a form

      2. printing

      3. archiving

      4. changing status

  2. Why you might be Offline? (Hosted and Non-Hosted)

    1. Computer is not connected to the internet

    2. VPN or Antivirus is blocking the Web Services URL to connect to the server, and possibly blocking access to internet too.

    3. Maybe the IIS server needs to be rebooted

    4. Hosted Only: Help desk is importing users into the hosted environment

Cannot see changes/additions to Ordinances or Court Appointments

  1. Did you validate your changes/additions?

  2. Hosted agencies must wait until next business day and need to have logged out of Tracs

  3. Non-Hosted Agencies need to create distribution. Distribution needs to run on MDCs.

    1. Non-hosted web services agencies can implement the Advanced Feature https://wi-state-patrol.atlassian.net/l/cp/sdS5Pho3

Statute Changes - Standard Operating Procedure

  1. Agencies are not able to make statute changes

  2. TraCS helpdesk does not have the authority to make statute changes

  3. Statute changes are made by the legislature. CCAP then provides these changes to the DMV. Once the changes are completed by the DMV, the DMV then provides us the changes in the proper format for it to be released in the next pack update.

Questions?

Users Cannot Login to TraCS

  1. Cause can vary greatly depending on what type of TraCS environment your agency is in.

  2. For Web client machines in web services, if your password is correct and you have internet, there shouldn’t really be any reason why you cannot login.

  3. Non Hosted Web Services Agencies:

    1. If a TraCS user cannot log into TraCS in the office, this means most likely the computer cannot connect to the TraCS network share and SQL server. Office machines directly interface with the SQL server.

  4. Non-Webservices agencies (legacy setup) can have issues logging into TraCS on MDCs if they did not create user files within the configuration manager and/or didn’t create a distribution for the MDCs to run.

Forgot Password/Password Reset

  1. Non-Web Services (Legacy) passwords are controlled in TraCS Config Manager

  2. Non-Hosted Web Services agencies the same, unless Advanced Features setup https://wi-state-patrol.atlassian.net/l/cp/mQ0fTXjL

  3. Hosted users must use forgot password link on login screen

    1. input email twice to receive forgot password email.

    2. TraCS Helpdesk is not allowed to reset passwords for agencies due to CJIS security requirements.

Questions?

External Search (27s and 28s searches)

Mach

  1. Open TraCS via MACH program

  2. Verify two files are configured correctly (if set in distribution, should not need to manually configure)

    C:\ProgramData\TraCS\Settings and open the Settings.ini file
    C:\ProgramData\TraCS\Settings\DLL Settings and open the GPS.ini file

eTIME (27s and 28s Searches)

  1. MessageCache file path needs to match what is stated in ExternalSearch.ini file

  2. Not saving eTIME files in MessageCache folder

  3. incompatible files or too many files in MessageCache folder

CAD/RMS Software (27s and 28s Searches)

  1. Need to make sure that your external software is configured before troubleshooting TraCS external search.

    1. For example some CADs have additional files that need to be configured and in the appropriate location so that the software can communicate with TraCS.

Questions Regarding Transmitted Data to RMS

  1. Non-Hosted agencies data transfer to the RMS occurs during normal transmission

    1. If you receive a RED X saying failed transmission, always click detail report

  2. Hosted Agencies transmit to RMS via RMS Download Button

AdHoc Common Questions

Not much on AdHoc has changed. Have done a full AdHoc walkthrough previously, see video here: Ad hoc Reporting for Beginners - YouTube

Walk through AdHoc Basics

 

Related content

email badgertracs@dot.wi.gov or call 608-267-2096