Migrating from FootPrints version 11.x

FootPrints version 12 is a completely different product than previous versions of FootPrints. This was done to provide you with new functionality on a modern platform. Because of this, to move from FootPrints version 11 to version 12, you must migrate instead of upgrading to version 12.

To help you through this effort, BMC runs the Amigo program. The  Amigo program provides a step-by-step process that helps you to:

  • Learn FootPrints version 12
  • Plan your migration and implement your processes in FootPrints 12
  • Migrate your data and go live

You must contact BMC customer support at each stage in the process. A dedicated technician will help you to understand the steps that you must take and provide guidance for a successful migration.

The following topics provide an overview of the migration process including the specific steps that you must follow based on the guidance provided by the BMC customer support technician. Ensure that you read the information and whenever you are ready, reach out to BMC customer support to schedule your first call with an Amigo.

BMC customer support guidelines:

  • You must contact BMC customer support and they will guide you through the process outlined in the following topic.
  • The same customer support technician will be assigned to you until the entire migration process is complete.
  • If you have difficulties completing the post call tasks, you can discuss it with the technician.
  • You can send a high importance email to ensure that the technician is available to answer your queries any time.

Overview of migration process

Migration_FP_1

First call with BMC customer support: Determine migration readiness

Goal

Determine migration readiness and know what is expected.

Call agenda

  • Introduce BMC customer support Amigo program for migration.
  • Demo what's new in FootPrints 12.
  • Discuss the top-level business critical operations to determine if you can migrate to FootPrints 12.
  • Review the migration flow chart.
  • Discuss customer migration requirements and timelines.
  • Review the post call tasks.
  • If you are ready to start the migration process, schedule the next call with BMC customer support.

Post call tasks for you

TaskInstructionsEstimated task duration

Gather the results of the Migration Advisor.




1. Run the Migration Advisor Tool.

20-60 minutes

2. Send Migration Advisor results to the assigned technician from BMC customer support.NA

3. Review what's new in FootPrints 12

30-60 minutes

Second call with BMC customer support: Learn the FootPrints 12 application

Goal

Learn the FootPrints 12 application.

Call agenda

  • Discuss any problems based on Migration Advisor Results.
  • Resolve any questions from previous phase.
  • Review the post call tasks.
  • If you are ready to continue with the migration process, schedule the next call with BMC customer support.

Post call tasks for you

TaskInstructionsEstimated task duration

Get a Footprints 12 test environment.

1. Review system requirements.

30-60 minutes

2. Install FootPrints 12 and when you login, select ITSM business process templates.

30-180 minutes

For the first time

Get Familiar with FootPrints 12.

Watch the FootPrints version 12.x videos.

1-5 hours

Explore the application.

1-24 hours

Depending on how much you want to explore

Additional resources:

  • The product wiki details all the features in the product and helps you learn how they work.
  • The FootPrints Community is a place where customers, partners, and BMC employees have detailed discussions about product functionality. Get feedback and help from FootPrints experts. You can also review, vote on, and create ideas for future product capabilities.
  • The FootPrints support knowledge base has knowledge articles from BMC technical support to help with various scenarios that might come up implementing or using FootPrints.
  • Sign up for a FootPrints training course from a FootPrints certified instructor.
  • There are several BMC partners who have extensive experience in training customers and implementing FootPrints. Contact your BMC sales account manager if you need help finding one.
  • For more information, see http://www.footprintsservicedesk.com/.
NA

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Third call with BMC customer support: Design an implementation plan

Goal

Determine migration readiness and get ready to design an implementation plan.

Call agenda

  • Resolve any questions from previous phase’s post call tasks.
  • Review the post call tasks.
  • If ready to start design implementation phase, schedule next call with BMC customer support.

Post call tasks for you

TaskInstructionsEstimated task duration

Learn how your FootPrints 11 configuration looks like in FootPrints 12.

1. Migrate the configurations only.


1-5 hours

Depending on the number and complexity of the FootPrints 11 workspaces that you are migrating

2. Review your migrated configuration in FootPrints 12.


1-8 hours

Depending on how deep you want to go and how complex is your system

Design your implementation plan. 1. Review FootPrints best practices.NA
2. To help you create a high-level implementation plan, think about the following questions:
    • Who are your users (customers and agents) and are they all a part of your organization?
    • Is FootPrints being used by different organizations that would be managing their data and processes in different workspaces? Do you have different migration timelines?
    • Where does the contact data come from?
    • How will the users enter tickets in FootPrints 12?
    • How many types of tickets will be created and are they related?
    • Do you need to secure the ticket data (for example, HR or HIPAA data)
    • How are your ticket life cycles tracked?
    • Do you need approval processes?
    • How will you use email communications?
NA
1-16 hours

0.5-3 hours

Depending on how deep you want to go and how complex is your system

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Fourth call with BMC customer support: Implement your improved processes with FootPrints 12

Goal

Determine the implementation plan readiness.

Call agenda

  • Review your implementation plan with BMC customer support and makes suggested changes.
  • Review the system requirements best suited for your environment.
  • Discuss the need to migrate FootPrints 11 data to FootPrints 12 to an read-only workspace.
  • Review post call tasks.
  • If you are ready to migrate data to Footprints 12 into a read-only workspace, schedule the next call with BMC customer support.

Post call tasks for you

TaskInstructionsEstimated task duration

Get a Footprints 12 production ready environment.

Note: Only applicable for the first phase of migration.

1. Review System Requirements and provision a machine.

1-8 hours

2. Install FootPrints 12 on that machine.

0.5-1 hours

Implement your business cases in FootPrints12.



1. Configure FootPrints based your implementation plan.


1-48 hours

Depending on the complexity of your business requirements

2. Test the user scenarios and modify configuration to meet business requirements.

3-144 hours
3. Execute the user acceptance testing (UAT).2-72 hours

If you do not want to migrate any data from Footprints 11, go live.

Prepare to go live.

1-3 hours

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Fifth call with BMC customer support: Data migration test

Goal

Figure out migration issues and determine needed downtime so that the actual migration to production goes smoothly.

Call agenda

  • If this is not your first migration test attempt, discuss the previous migration test attempt results, and determine next steps.
  • Review post call tasks.
  • Schedule the next call with BMC customer support.

Post call tasks for you

TaskInstructionsEstimated task duration

Test data migration.

Note: This step is applicable for the first phase of migration. For future migration phases it is better to test the migration in a test environment that is a copy of your production environment.

1. Schedule a migration date and ensure it happens during a down time.

1 hour

2. Before migrating, create a backup of your FootPrints 12 environment.

1-2 hours

3. Migrate configurations and data


1-24 hours

Depending on the number and complexity of the FootPrints 11 workspaces plus the size of your database.

4. Configure your migrated workspaces as read-only by setting the user roles to view only.

0.3-2 hours

Depending on the number of workspaces you are migrating

Test moving active tickets.

1. Create a search in your migrated FootPrints 11 data workspace that returns the active tickets data. Active tickets are the tickets that your team still needs to work on.

0.3-2 hours

Depending on the number of workspaces you want to move tickets from.

2. Create a business rule to move active tickets from version 11 ready only workspace to version 12 production workspace.

0.3-2 hours

Depending on the number of workspaces you want to move tickets from.

3. Test the application.

1-8 hours

Depending on the number of workspaces you moved tickets from.

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Sixth call with BMC customer support: Migrate data

Goal

Determine data migration approach.

Call agenda

  • Review test migration results and create a migration plan for production.

Post call tasks for you

TaskInstructionsEstimated task duration

Migrate reference data.

1. Schedule a migration date and ensure it happens during a down time.

NA

2. Before migrating, restore the FootPrints backup set that you created at the end of the fourth phase.

1-2 hours

3. Migrate configurations and data

1-24 hours

4. Configure your migrated workspaces read-only by setting the user roles to view only.

0.3-2 hours

Depending on the number of workspaces you are migrating

Move active data.

1. Create a search in your migrated FootPrints 11 data workspace that returns the active tickets data. Active tickets are the tickets that your team still needs to work on.

1-2 hours

Depending on the number of workspaces you want to move tickets from

2. Create a business rule to move active tickets from version 11 ready only workspace to version 12 production workspace.

0.3-2 hours

Depending on the number of workspaces you want to move tickets from.

3. Test the application.

1-8 hours

Depending on the number of workspaces you moved tickets from

4. Prepare to go live.1-8 hours

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Prepare to go live list

  • Update any necessary DNS entries that must be changed from the FootPrints 11 server to the FootPrints 12 server.
  • Update the value in the Base URL field for Server Configuration settings for Footprints 12 to matches the DNS entries.
  • Any Firewall or Proxy rule updates that are needed to allow for Footprints 12 access for all users.
  • Ensure that the mail server allows the FootPrints 12 server to send and receive email messages. This also includes the ability to allow external email messages.
  • Ensure that the FootPrints 12 Email Settings are configured to use your production mailboxes.
  • Ensure that you share the Footprints 12 access URL all users and customers that should have access to FootPrints.
  • Provision a test environment as recommended in the best practices.

FootPrints best practices

Best practiceDetails

Leveraging the power of the FootPrints application to design an effective implementation plan

  • Ensure that you select a design that suits your business needs. If your processes are simple or don't fit the out-of-the-box Business Process Templates provided by FootPrints, it might be cost effective for you to design your implementation plan from scratch.
  • Design simple forms with a small number of fields. Simple forms are user-friendly, easier to maintain, and enhance the application performance.
    For example, if you want to design a form with more than 100 fields, you might want to reconsider your design approach. Your design can be implemented effectively, if you can split your processes to use two items instead of one.
  • Workspaces allow you to organize items that serve a similar business process in one container. If you think that your workspace might have more than 10 items, you might want reconsider your design approach. You can organize your items and create multiple workspaces instead of a having a lot of items in a single workspace. Fewer items in a workspace are easier to maintain and enhance the application performance.
  • If you have a lot of options in a drop-down list or a multi-select fields, it might impact the application performance. If you have a field with more than 100 choices, you can classify the list to make it manageable and user-friendly.
    For example, if you have a drop-down field that lists all the cities in the country, you can create another field that contains all the states and use field dependency to show the options in the City field.
Avoiding headaches

Fields and dependencies


  • When deleting fields or field values, ensure that you are aware of the implications. You might have rules, field dependencies, and import mappings configured to use the fields or values that you are trying to delete. When deleting a field or a field value, FootPrints does not know about what you would want to do with the configurations where the field or the field value is referenced. If you delete a field that is referenced, FootPrints prevents you from publishing the change and you have to manually select an option about what you want to do for each configuration where this field or value is referenced. 
  • Dependency trees with more than 3 levels of dependencies are hard to maintain. If the dependencies are hiding or showing different fields, it is possible that you can solve the same problem by creating another item. Also consider adding multiple dependencies as compared to a big complex one.
  • Rename the control labels on the form instead of renaming the fields in the item. Renaming a field can cause confusion as the database column name does not match the field name which will make reviewing the database difficult. For example, when building reports.
Rules and Workflows
  • If you want to have two workflows apply to the same field, ensure that the defining criteria is mutually exclusive. 
  • If you have an existing time-based rule that might impact a significant number of tickets at the same time, consider redefining the rule to achieve the same result that applies to a smaller set of tickets at the same time
  • Try to schedule time-based rules to run outside of business hours, especially the ones that might impact a large number of tickets. Updating too many tickets at the same time can cause performance problems for other users of the application.
  • Do not schedule multiple time-based rules to run at the same time.
  • Ensure that you configure the right schedule to run a business rule. For example, do not configure to run a business rule every 15 minutes if you can meet the business need by running it once a day                
General
  • Even if you are using an external authentication, try to keep the FootPrints Internal Authentication enabled and have at least one system administrator user that is using the internal authentication. This ensures that you can recover from any unexpected changes to your LDAP server that might prevent you from logging in.
Testing
  • Ensure that you keep running the tests while implementing your design plan at every step. Do not wait until you have added all your items, forms, rules, and so on, to test. Testing the run time at every step makes it easier to troubleshoot in case you of a problem.
  • Have a testing environment where you can always test changes before applying these changes to the production environment.
  • Update the testing environment regularly so that it has the same data as the production environment specially before testing any change.
  • FootPrints releases in small increments on a quarterly cycle. Try to stay current with the latest FootPrints releases. Ideally, your test environment should always be on the latest version and your production environment only one version prior. Upgrade your production as soon as you are done testing the release on your testing environment. Waiting too long to update and skipping versions add risks including security risks. 

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