Migrating to Track-It!

The new version of Track-It! is built on a completely new platform that offers a full web client experience on supported browsers. The features from the previous version have been greatly enhanced in the new Track-It! platform and many more features have been added.

To learn more about the features included in Track-It!, the differences from prior 11.x versions, and what is planned for upcoming releases, see Track-It! 11.x vs. Track-It! 20xx.

The following topics are provided:

Video

The following video (8.22) presentation provides information about the migration tool.

https://youtu.be/LVZNSdfAKis Open link

Should I migrate or start fresh?

This is a question many users contemplate when upgrading. We have tried to make the migration process as easy as possible and it can be accomplished in 3 simple steps.

Those steps are:

Install & configure the new 2019 system.
Install the migration tool.
Run the migration tool to copy over your data.

That said, we have found that many customers have chosen to take this as an opportunity to start fresh as opposed to importing their old data. This decision is made for a number of reasons. However, the most common is that Track-It! 2019 is so different than 11.x that the migration tool is only capable of copying over the old data and cannot copy configuration settings.

Some customers use this upgrade as an opportunity to redesign their processes or rethink their Priority and Ticket Categorization strategy, allowing them to clean up their data while at the same time shedding old tickets in the process. In any case, the old Track-It! 11.x system can be left active as an archive of that old data.

For these reasons, for the best user experience and the fastest way to go live, we recommend the fresh start as an option for most customers. This may not be for you and if not, that is completely understandable. If you have any questions or run into any snags while migrating your data to the new version, our support team is available to assist you in your migration.

Who can migrate

Track-It! includes an easy-to-use wizard to migrate your data from your existing Track-It! version 11.4.00 or 11.4.01 to new Track-It! version. This migration tool only migrates the data from previous version. This means that the migration tool only copies the data into the new database. The tool does not move or remove the data from the 11.4 database. Also, the tool does not migrate any configuration settings or reports. You must recreate the configurations settings in the new Track-It! version.

Note

You can migrate the data only from Track-It! version 11.4.00 or 11.4.01 to new Track-It! version.
If you are using an older version of Track-It!, you must upgrade to version 11.4.00 or 11.4.01 before migrating the data to the new Track-It!.

Overview of the Track-It! 2019 Data Migration Tool

The Track-It! 2019 Data Migration Tool helps you to migrate your data from your current Track-It! 11.4 system to your new Track-It! 2019 system. The migration tool requires that you perform a successful test migration before you actually migrate your data, so that you can correct any data exceptions that may cause problems. The tool enables you to:

Specify a migration configuration that identifies the Source SQL Server database for Track-It! 11.4 and the Target SQL Server database for Track-It! 2019.
Select the modules from which to migrate data as well as specify options to broaden or limit the migration data.

Note

The Migration Tool is using jtds 1.3.1 driver for connecting to Microsoft SQL Server.

Support for TLS 1.2

The migration tool supports TLS 1.2 connections for:

The Source server (Track-It! 11.x) and Target Server (Track-It! 2019)
Migrating Assets and Tracked Items to a configured BCM server.

Note

Both the client (server on which the migration tool is running) and the server (the database server you want to connect from the migration tool) should have the TLS 1.2 connection enabled. If the TLS 1.2 connection is not enabled the following message is displayed:

A connection was successfully established with the server, but then an error occurred during the login process. The client and the server cannot communicate, because they cannot possess a common algorithm.

Key considerations

You must run the migration tool on your Track-It 11.4 application server.
Do not import technicians and requestors before data migration because this might cause conflicting user IDs or migration might fail. BMC recommends that you first perform migration and then use the Active Directory to import technicians and requestors.
The migration tool uses the TCP/IP connection to connect and transfer data between the source and the target databases. You must enable the TCP/IP protocol on both databases. By default, the SQL Express TCP/IP protocol is disabled. For more information, refer the following blog posts by Microsoft:
- Enable TCP/IP Network Protocol for SQL Server
- How to: Configure Express to accept remote connections
Do not delete the group named HelpDesk before migration.
If you had created or updated records or had run the migration tool to perform a partial migration earlier, the migration tool does not purge any data that is previously migrated or created. For matching records, the migration tool skips mapping records.
The default administrator technician from version 11.4 is not migrated with the user attributes. Instead, a new account is created in the current Track-It! version. After the account is created, you must configure the user attributes, such as first name, last name, email address, and so on.
To ensure that the network linkages are migrated with the assets, you must migrate the Network Lookups before you migrate the Assets.
You must complete a migration test before you can run a final migration.
The migration tool copies data into a new database and does not move or remove the data from the 11.4 database.
The migration tool does not duplicate data when it runs but can migrate new data that was created after the last migration.
If you plan to migrate tickets and assignments again in the future, ensure that you do not make changes to the configuration in Track-It! version 11.4 and Track-It! 2019.
The migration tool does not delete backup files and databases created during the Final or Test migration process.

Before you begin

Track-It! provides separate migration tool specific for the 32-bit and 64-bit environment. BMC recommends that you use the migration tool that is specific for your environment.
You must enable the TCP/IP protocol for your SQL server to connect the migration tool database.
BMC recommends that you have a minimum of 10 GB free hard disk space and 2 GB available free memory during the migration. If the size of your total attachments that are to be migrated is large, ensure that you have adequate space available.
BMC recommends that you stop all services running for the version 11.4 and the current version including the IIS server. If the services are not stopped, the migration tool might detect a change in the data and continue to migrate the changes. This might cause the migration tool to run in an infinite loop.
If you have a large database, BMC recommends that you perform the migration during the non-peak hours.
Following are the prerequisites specific for asset migration:
- It is mandatory to configure BMC Client Management with Track-It!. While configuring the BMC Client Management, ensure that you provide the server name instead of the localhost.
- Configure the BMC Client Management in Track-It!. For more information, see Setting up BMC Client Management.
- After you configure the Asset Management in the current version of Track-It!, you must login at least once as technician to allow the asset types to sync.
- Ensure that the version 11.x database does not contain duplicate assets. If the migration tool finds duplicate assets in the version 11.4 database, you can choose not to migrate duplicate assets. In this case, the first asset is migrated and the migration tool skips migrating the duplicate asset. To avoid this, you can rename the duplicate asset and run the migration tool again. To get a list of duplicate assets in your 11.x database, run the following SQL query:
  SELECT count(*) as AssetCount, ISNULL(NAME, AWS_NUM) as ASSETNAME from WORKSTAT group by ISNULL(NAME, AWS_NUM) having Count(*) > 1
- If the Asset Name contains double quotes ("), the migration tool removes the double quotes (") and migrates the asset successfully.
- If you have more number of assets (more than thousand) in version 11.4, the asset migration process takes long time to complete. The migration duration depends on the number of assets, the asset relationships, and the performance of all the systems involved in the migration process.
  Also, due to the default setting in the BMC Client Management configuration, the BMC Client Management Server service automatically restarts, which causes migration issues. To avoid the automatic restart of the BMC Client Management Server service, change the default setting by performing the below steps:
  1. Navigate to the location C:\Program Files\BMC Software\Client Management\Client\config.
  2. Open the file mtxagent.config. Locate the tag [RebootManagement] and set the parameter NonIntrusiveMode to 1.
    Note
    
    After the migration process is completed, you must revert this setting back to the default value.

Data that is migrated

If required, you can run the migration tool multiple times. This does not duplicate the data. Each time you run the migration tool, it looks for any new records in the earlier version of Track-It! 11.x and only migrate the new data to the current Track-It! version. For example, new tickets, ticket notes, assignments, and so on.

The individual log file that contains the migration details for each data type is located in the Log folder of the location where you have extracted the migration tool.

You can migrate the following data by using the Migration tool:

Oops, it seems that you need to place a table or a macro generating a table within the Table Filter macro.

Data	Mapping considerations
Technicians	The Administrator technician in version 11.4 is not migrated because the current version has an out-of-the-box administrator technician. The technicians migrated from version 11.4 to version current version are assigned a concurrent license. You can change the license assigned to technicians manually after the migration is complete. The technician with the Security Policy (permission set in 11.4) as System Default admin in version 11.4 is assigned the system administrator permission in the current version. All technicians migrated from version 11.4 are migrated to the Help Desk group in the current version. After migration, you can move the technicians to the desired groups. If a technician was not assigned a license in version 11.4, the technician is migrated as inactive in the current version. The value of Full Name field in version 11.4 is split as First Name and Last Name in the current version. If Last name is null, the migration tool inserts the <Enter Last Name> text in this field. If a technician did not have a Login ID in version 11.4, after migration, the migration tool creates a Login ID. This Login ID is a combination of the <first letter of the technician First Name> + <Last Name> + <ID> with the maximum length of 30 characters. These technicians are migrated as inactive in the current version. The system administrator must mark the technician as active and only then these technicians are populated in the drop down and pop-up menus. If the Last Name does not contain a value, the migration tool creates a Login ID as <First Name> + <ID>. The ID is a unique value assigned to a user in Technician table version 11.4. The migration tool creates a database user login for each technician. For more information Creating and managing technicians. While migrating, if migration tool is not able to create a Login ID for a technician, the technician information and the reasons for migration failure are recorded in the Technician log file. In version 11.4, if the same Windows User ID is assigned to more than one technician, after migration, the User ID is mapped to only one technician in the current version. The priority is given to the technician with Windows Login enabled. The other technician information is maintained in a log file. If the windows authentication is disabled for all technicians, the Windows User ID is assigned to technician whose name appears first in the Technician table. To support multi-domain technicians, the migration tool creates a technician as <NAME>@<Domain>. If the NTAccount or SID is null, the user is migrated as a normal Technician (i.e. Disable Windows Auth for these records). Warning messages for technician migration issues have been discontinued.
Work Order Status	If a value in the Work Order Status table is null in the database for version 11.4, the migration process fails and the following error message is displayed: `One or more WorkOrder Status with Empty value is detected. Please correct the WorkOrder Status which has Empty value and re-run the migration tool.` The following statuses are not migrated from version 11.4: New Open Closed The current version of Track-It! contains two out-of-the-box statuses: Open and Closed. The records in version 11.4 are mapped to the corresponding status in the current version. If one or more statuses have the same description, only one status is migrated based on the Status ID that appears first in the Status table. If a work order status does not have a system type (Open or Closed), the records are migrated with Status Type = O.
Priorities	Each migrated priority in the current version of Track-It! inherits the database server time zone. If the Priority field of records does not contain a value in version 11.4, the information about these records in stored in the priority logs.
Categories	The values of the Type, Subtype, and Category fields in version 11.4 are migrated as Categories in the current version. When you migrate, the hierarchy for Type, Subtype, and Category is maintained. The hierarchy is stored in the Category Full Path field in the Ticket and Assignment form as static text for Category in the current version. If the Type, Subtype, and Category do not contain a value, the migration tool does not migrate the attributes or its children. This information is stored in the category log.
Tickets and Assignments	The migration tool maps the work order in version 1.4.x to TI11_WOID field in the current version. This field is used to maintain the hierarchy of Ticket and Assignment in the current version. The migration tool imports the work order with Work Order Type ID = 0 in version 11.4 as a ticket in the current version. The migration tool imports the work order with Work Order Type ID = 1 in version 11.4 as an assignment in the current version. The migration tool suffixes the summary of work order with [TI11 ID <WOID> ] in the Description field of a record in the current version. The version 11.4 has the Type, Subtype, and Category fields but the current version only has the Category field. After migration, the lowest value in the hierarchy in version 11.4 is mapped to the Category field in the current version. For example, version 11.4 contained the following hierarchy: Type: Applications Subtype: Email Application Category: Office 365 In this case, Office 365 is the value mapped to the Category field in the current version because it is the lowest in the hierarchy. If a value for any of the following fields is deleted from the work orders in version 11.4, the corresponding value in the current version is displayed as null: Category Department Priority Location Requestor Technician Technician Open By Technician Assigned To Technician Responded By HelpDesk Lookup The migration tool stores these values from version 11.4 in Additional Information field of a record in the current version. Currently, the following fields are not migrated to the current version: SLA Policy Asset ID Change Request The migration tool stores the value of the above fields in Additional Information field of a record in the current version. Tickets that are linked to open change requests are not migrated. The Ticket ID of the tickets that are no migrated by the tool are stored in the Ticket.log file. The migration tool maps Notify_Cc and Notify_Bcc field from version 11.4.x to the NotificationCcAddress and NotificationBccAddress fields in Track-It! 2018.
Activity Codes	Only the activity codes that contain a value and have a valid description are migrated to the current version. The description of a record is copied to the Code and Description of fields of an activity code in the current version.
Task Notes	The migration tool maps the Note ID of work order or assignment notes in version 11.4 to the TI11_NoteID field in the current version. The migration tool maps the note type as follows: Incident Description as Ticket Description Resolution as Ticket Resolution Technician as Technician Note E-mail Message as System Note If a note does not contain an activity code, the Note Type = System Note and the Activity Code = Additional Information is added in the current version. Note the following considerations about the Created By field: If the Created By field is not mapped to a technician or a requestor and contains the System string, the value of the Technician field for a note is set as System Account in the current version. If the Created By field is any requestor in version 11.4, the value of the Technician field is set as Self Service in in the current version. If the Created By field is mapped to a user who created the notes but is now deleted or modified, after migration, the value of the Technician field is null. If any above of points are not applicable, the value of the Technician field is migrated as null in the current version. Note The above considerations are also applicable for notes that are created by Email or Email Monitor settings.
Requestors	Permission to access to Self Service for requestors in the current version is mapped same as in version 11.4. The Full Name field in version 11.4 is split info the First Name and Last Name in fields in the current version. If the value of the Last Name field is empty, the migration tool inserts the text <Enter Last Name> in the field. The requestor in version 11.4 are migrated without a Login ID. After migration, the migration tool creates a Login ID by using the <first letter of the First Name> + <Last Name> + <User ID>. If the Last Name field is empty, the migration tool creates a login ID by using the <First Name> + <User ID>. The length of the Login ID must not exceed 30 characters. After migration, the requestors do not have access to Self Service. The system administrators must grant them the access. If the migration tool cannot create a Login ID, the information about these requestors in stored in the Requestors log with the reason migration failure. In version 11.4, if the same Windows User ID is assigned to more than one requestor, after migration, the User ID is mapped to only one requestor in the current version. The priority is given to the requestor with access to Self Service. The other requestor information is maintained in a log file. If the value of the Location or Department field for a requestor is deleted or renamed in version 11.4, the migration tool adds a null value for these fields in the current version. The modified value is added to the Additional Comments field in the current version. If the requestor information contains an Employee ID in version 11.4, this information is migrated to the Additional Comments field of Requestor form in the current version. To support multi-domain requestors, the migration tool creates a requestor as <NAME>@<Domain>. If the NTAccount or SID is null, the user is migrated as a normal Technician (i.e. Disable Windows Auth for these records). Warning messages for requestor migration issues have been discontinued.
Locations	If the value of the Location field in version 11.4 is null, the information is stored in the Location log.
Departments	The migration tool migrates Department before the Requestors. After the migration tool migrates the Requestors, the Department Manager field in the Department is populated. If the value of the Department field in version 11.4.x is null, the information is stored in the Department log. If the location in the Department is either deleted or renamed in version 11.4.x, the migration tool enters a null value in the Location of that Department in the current version of Track-It!.
Attachments	The migration tool migrates only the attachments that are linked to a solution, work order, or assignments in version 11.4. Asset Attachments are not migrated from 11.4 to 2019. The migration tool only migrates the attachments with a size less than 29 MB in version 11.4 to the current version. This is because the current version of Track-It! has a limit of 29 MB per attachment. If any attachment is not migrated, the information about the attachment is stored in the Attachments log. In the current version, the attachment information is stored in the FILEBLOB field of the Attachment table in the database as compared to the File System field in version 11.4. If an attachment information is included in the File Information field in the database but the file is not found in the File System field of the Attachment table, only the file information is migrated to the current version and a null value is inserted in the FILEBLOB field in the database.
Topics	The migration tool maps the KB_TYPEID field of a topic in version 11.4 to the TI11_TOPICID field of the current version. This helps to maintain the topic hierarchy in the current version. If the value of the Topic field is empty in version 11.4, the topic information is stored in the Topic log after migration.
Solutions	The migration tool maps the SOLUTIONID field of a solution in version 11.4 to the TI11_TOPICID field of the current version. This helps to maintain the solution hierarchy in the current version. The migration tool prefixes the summary of a solution with [TI11 ID <SOLUTIONID> ]. If the summary of a solution is empty in version 11.4, the solutions are not migrated and the information about the solutions is maintained in the Solution log.
Work Order Audit Trails	All work order or assignment audit trail in version 11.4 is migrated as a single System Note in the current version. The audit trail related to notes are grouped by the timestamp and Created By before migration and a single note is added for each group. The migration tool prefixes the system notes with Note [<Note Id>] Added/Updated text. The description of an activity code for the system notes that are related to the audit trail are migrated as Audit Trail imported from Track-It! 11. Note the following considerations about the Technician field: If an audit trail is created because of a change by a user (requestor or a technician) who is not mapped to any migrated user, and the audit trail contains a system string, the value of the Technician field is set as System Account in the current version. If the audit trail is created because of a change by a requestor in version 11.4, the value of the Technician field is set as Self Service in the current version. If any above of points are not applicable, the value of the Technician field is migrated as null in the current version. If the audit trail is created by a user who is deleted or modified, after migration, the value of the Technician field remains null. Note The above considerations are also applicable for audit trails that are created by Email or Email Monitor settings.
Help Desk Lookups	Each Help Desk Lookup in version 11.4 is copied or mapped to both a Ticket Lookup or an Assignment Lookup in the current version. If a lookup value is null or empty in version 11.4, the migration tool does not migrate a lookup. The information about the lookups that are not migrated is stored in the Lookup log. If the number of values added to the lookup is 100 or more (total length more than 2000), in version 11.4, the migration stops and the following error message is displayed: `Data truncation error` This issue occurs because of the restriction of 2000 characters for the SMTYPE field in the SMYSYBASEVIEDATA table where the lookup values are stored in the current version. In the version 11.4, the lookup values are stored in a different table.
Work Order Templates	The migration tool does not migrate template with the name length of more than 50 characters. The information about the templates that are not migrated is stored in the Templates log. The migration tool does not migrate the templates that have a null value for the Template Name field. If a Work Order template is not migrated, the linked Assignment templates are also not migrated. The migration tool maps the WOID of a Work Order or an Assignment template in version 11.4 to the TI11_WOID field in the current version. This helps to maintain the hierarchy of the Ticket and Assignment templates in the current version. The Work Order Template in version 11.4 contains a Type, Subtype, and a Category field. In the current version, the Template form contains only the Category field. The migration tool maps the lowest member of the hierarchy (Type, Subtype, and Category) in version 11.4 to the Category field of a Ticket template in the current version. The hierarchy information is also stored in the Category Full Path field of a template in the current version. If the value of any of the following fields that are present in a template is deleted in version 11.4, the corresponding field in the current version template has null values: Department Location Priority Requestor HelpDesk Lookup The values of the above fields are added to the Additional Information field of a template in the current version. Currently, the migration tool does not migrate the values of the Cc and the Bcc field from version 11.4 to the current version. The values of these fields are added to the Additional Information field of a template in the current version.
Network Lookups	Network Lookups are considered as configuration items. The migration tool does not have an option to select Network Lookups for migration. Network Lookups are migrated by default along with the assets. The migration tool maps the Network field in version 11.4.x to the SMTYPE field in the current version. If a Network lookup value is null in version 11.4.x, the migration tool does not migrate the lookup. The information about the lookups that are not migrated is stored in the Network Lookups log. Duplicate Network Lookup values are removed. If the number of Network Lookup values for a single Asset Lookup is 100 or more (total length more than 2000), the migration process stops and the following error message is displayed: `Data truncation error`This issue occurs because of the restriction of 2000 characters for the SMTYPE field in the SMYSYBASEVIEDATA table where the lookup values are stored in the current version . In the version 11.4, the lookup values are stored in a different table.
Vendors	Vendor is considered as configuration item. The migration tool does not have an option to select Vendor for migration. Vendors are migrated by default along with the assets. If a vendor value is null in version 11.4.x, the migration tool does not migrate the vendor. The information about the vendors that are not migrated is stored in the Vendor log file. Duplicate vendor values are removed.
Tracked Items	The migration tool maps the Asset Number of WORKSTAT from version 11.4.x to TI11_Parent field of the current version and is used to maintain the hierarchy of assets and tracked items. The migration tool migrates the tracked items as assets in BMC Client Management. There is no separate table or view for tracked items in the current version. The migration tool first creates the tracked item in BMC Client Management with the help of API which returns BMC Client Management Asset ID. This Asset ID is used to migrate the tracked item to the current version of Track-It!. Any tracked item that is not migrated in BMC Client Management, will not be migrated to current version of Track-It!. The migration process continues even if any tracked item fails to migrate to BMC Client Management. The information about the tracked items that are not migrated is stored in the log file with the error messages returned by the BMC Client Management API. The migration tool creates the tracked Item as ProductName_ItemID in the current Track-It! version. The migration tool does not migrate deleted tracked items in BMC Client management and Track-It! 2018. A duplicate tracked item that is not allowed by the BMC Client Management API is not migrated in the current version of Track-It!. The migration tool imports the tracked item with the value of the Product Type field set as Other in the current version. The migration tool maps the installed date of the tracked item to the BCM Service Start date. The migration tool adds the information about the Product Type, Part number, Maintenance Warranty, Tracked Item Comment, Master Item Comment, Master Support, Reference number, Lease expiration date, Lease Number, Installed By, and Date Installed and a note in the Track-It! 11.4.x to the Additional Information field of the current version. Notes The migration tool first migrates the asset followed by the tracked item and then the relation between the asset and tracked item. The migration tool does not migrate the tracked item if the parent asset is not migrated. If the BMC Client Management Master asset is present in Track-It! 11.4.x database, the migration tool does not migrate the Master asset and its relation with other modules to Track-It! 20.19.03.
Assets	The migration tool maps the Asset Number of WORKSTAT from version 11.4.x to the TI11_Inventory field of the current version. This field is used to retain the asset and tracked item hierarchy in the current version. The migration tool first creates an asset in the BMC Client Management with the help of API which returns the BMC Client Management Asset ID. This Asset ID is used to migrate the asset in Track-It! 2018. Any asset that is not migrated in BMC Client Management, will not be migrated to current version of Track-It!. The migration process continues even if any asset fails to migrate in BMC Client Management. The information about the assets that are not migrated is stored in the log file with the error message returned by the BMC Client Management API. The migration tool does not migrate Asset attachments from version 11.4.x. If the Asset Name field value is null in version 11.4.x, the migration tool creates an asset based on the Asset ID field value in the current version of Track-It!. A duplicate asset that is not allowed by the BMC Client Management API is not migrated in the current version of Track-It!. The migration tool imports an asset with the value of the Asset Type field set to Other in the current version. The migration tool adds the information about the Asset Type, manually updated Asset Name, Asset ID and a note in the Track-It! 11.4.x to the Additional Information field of the current version. The migration tool maps the ASSETYPEID and ASW_NUM (ID) field from version 11.4.x to the new field ITASSET_TYPE and COMPANY_ASSET_ID in Track-It! 2018. The tool migrates assets with limited details about both hardware and software. However, after the initial migration, you can obtain more details about asset hardware and software by configuring Track-It! 2019 for discovery and rerunning the migration tool, which refreshes and updates the asset data. Note BMC recommends that you rediscover the migrated assets after configuring Track-It! 2019 to ensure that the asset migration contains the most accurate and latest details for all of your assets.
Change Requests	Change management includes tickets and the change requests linked to them. The migration tool maps the ChangeRequestID of a change request in version 11.4.x to TI11_CHANGEID field in the current version of Track-It!. This field is used to persist the hierarchy of change request and change approval in the current version. The tool migrates only the change requests that are completed. If an approver or a technician (Open By, Assigned To) referenced in any existing change requests are deleted in version 11.4.x, then the corresponding field values in the current version will have null values. The value of the Policy Name field in version 11.4 is stored in the Additional Information field of a change request in the current version.
Change approvals	The migration tool maps the DecisionID of decision (approval record) from version 11.4.x to the TI11_CHANGEAPPRID field in the current version of Track-It!. This field is used to persist the hierarchy of change approval and change approval review history in the current version. The tool migrates only the approval records that are linked to the successfully migrated change requests. All the approvals in version 11.4.x are migrated as stage 1 approvals in the current version. All approval records that are in the Pending approval(Evaluating) status in version 11.4.x, will be migrated as No Action Required status in the current version.
Change Approval reviews	The tool migrates only the approval notes that are linked to the successfully migrated approval record in the current version. A note added from Self Service in version 11.4 is migrated with the Note by the Requestor activity code. For this note, the technician is assigned as Self Service in the current version and the requestor is the user who has added the note. A note added from the Technician portal as a response to a change request is migrated with the Note by Technician activity code. For this note, the technician is assigned as the user who added the note. A note added by an approver via an email message is migrated with the Email received activity code. For this note, the requestor is assigned based on the email address. If the requestor detail for a note is not found in version 11.4.x, the Requestor field is left blank in the current version. The note is appended by the name of the requestor that created the record. If the technician detail for a note is not found in version 11.4.x, the Technician field is populated with the SYSTEMACCOUNT technician. The note is appended by the name of the technician that created the record. If a reviewer is reassigned, the migration tool adds a note in the Details section of a change request instead of the change approval. The activity code for this note is Approver Changed.
Purchasing configuration	The tool migrates Ship to, Bill to, and Tax Rate from version 11.x to Track-It! 2018. The tool does not migrate the Enable Auto-increment of purchase order numbers setting to Track-It! 2018. The tool migrates the setting for Enable tax calculations on shipping charges from and reproduces the same setting for each migrated purchase order in Track-It! 2018.
Product type	The migration tool merges Product Type and Asset Type in version 11.x and maps them into TIAsset Type in Track-It! 2018. The tool maps AssetTypeId of IN_AssetType from version 11.4.x to the TI11_TIASSETTYPEID field in Track-It! 2018. The migrated data maintains the 11.x Asset type Sequence. The tool maps ID of PRODTYPE from version 11.4.x to the TI11_TIASSETTYPEID field of Track-It! 2018. The migrated data maintains the 11.x Product type Sequence. The tool migrates Asset Type first, and then migrates Product Type. During migration and merging of Product Type and Asset Type from version 11.x to the TI11_TIASSETTYPEID field of Track-It! 2018, the suffix AT_ is appended for the Asset type sequence, and the suffix PT_ is appended for the product type sequence.
Master Item	The tool maps Master Item (PRODUCT) in version 11.x to _MASTERITEM_ in Track-It! 2018. The tool maps PRODUCT_ID of PRODUCT in version 11.4.x to the TI11_MASTERITEMID field in Track-It! 2018. The migrated data maintains the 11.x Master Item Sequence.
Purchase Item	The tool maps Purchase Item (POITEM) in version 11.x to _POITEM_ in Track-It! 2018. The tool maps POITEM_ID of POITEM in version 11.4.x to the TI11_POITEMID field of _POITEM_ inTrack-It! 2018 . The migrated data maintains the 11.x Purchase Item Sequence. During the migration of Purchase Items, the tool also migrates the relationships with Vendor, Master Item, Purchase Order, etc.
Purchase Order	The tool maps Purchase Order (PURCHASE) in version 11.x to _PO_ in Track_It! 2018. The tool maps ID of PURCHASE in version 11.4.x to the TI11_PURCHASEORDERID field of _PO_ in Track-It! 2018. The migrated data maintains the 11.x Purchase Order Sequence. During migration, the Sales Tax is calculated and included in migrated Purchase Orders. During migration, the tax calculation on shipping is calculated and included in migrated Purchase Orders based on the global setting Enable tax calculations on shipping charges in version 11.4.x. The tool migrates the Status of the purchase order. If the 11.4.x purchase order contains a Received date, the migrated Purchase Order status is Closed. If the quantity of received Purchase Items is greater than zero, but less than the total quantity ordered, the migrated Purchase Order status is Partially Received. For all other conditions of the quantity of received items, the migrated Purchase Order status is Open. The tool migrates all Purchase Order attachments in version 11.4.x and includes them as attachments in the migrated Purchase Orders of Track-It! 2018. The tool migrates the shipping cost on Purchase Orders from Track-It 11.x to Track-It! 2019.

Data that is not migrated

The migration tool does not migrate the following system configurations and advanced configurations:

Email settings and policies
Event and work order policies
Skill routing policies
Email policies
Custom Reports
Technician permissions
Service Level Agreements (SLAs)
Work Order Notification Templates
Change Policies
Change Management Notification Templates

However, the tool can generate a set of reports that help you to reconfigure these settings in Track-It! 2019. The system configurations reports are located in the Advanced Configuration folder at the location where you have installed the Track-It! migration tool. All logs created during the migration process are located in the Log folder at the location where you have installed the Track-It! migration tool.

Working with the Track-It! 2019 Data Migration Tool

You can use the migration tool to copy your data from Track-It! 11.4 to Track-It! 2019.

The following considerations apply to the Test Migration:

A backup file is created in the backup folder of the Target SQL server. (For example, C:\Program Files\Microsoft SQL Server\MSSQL12.MSSQLSERVER\MSSQL\Backup)
The name of the backup file is as follows: Test-DatabaseName-DateTimeStamp.bak.
The migration tool displays a message if the database backup or restore is not successful.
The Test Migration process creates log files for module migration status and for error logs. The log file names begin with Test_.
The Source and Target information and the backup and restore information are stored in separate log files named database_information.log
For every Migration Test attempt, a new test database and new backup file (.bak) are created from the configured database.
You must complete a successful Migration Test before you can perform a Final migration.
You can share all of the backup files created during the Migration Test process with Track-It! Support for further rectification.

The migration tool does not migrate data to the BCM database during the migration test and as a result the following records or linkages in the BCM database are not created for the test:

Assets
Tracked Items
Asset Relations

Use the following procedure to run a test migration of your data to identify any issues in your Track-It! 11.4 data that may cause problems during migration. You must run a successful test migration before you can proceed to run a final migration.

Note

When performing a test migration, the migration tool copies the Track-It! 11.4 data to a test database and creates a backup file. This enables you to perform multiple test migrations without affecting your production database. BMC recommends that you delete the test databases and backup files after you perform a successful test.

To run a Test Migration

Open the Track-It! 2019 Migration Tool and then when the Welcome screen displays, review the important information about the Test Migration.
Select I have read and understood all the information, instructions and limitations, and then click Next.

Specify the login credentials for the source (Track-It! 11.4) and the target (Track-It! 2019) databases as follows:

Login credential	Source (Track-It! 11.4)	Target (Track-It! 2019)
Authentication type	From the drop-down, specify the Authentication Type for Track-It! 11.4.	From the drop-down, specify the Authentication Type for Track-It! 2019.
SQL Server Name	Specify the SQL Server Name for the Source (Track-It! 11.4).	Specify the SQL Server Name for the Target (Track-It! 2019).
Database Name	Specify the Database Name for Track-It! 11.4.	Specify the Database Name for Track-It! 2019.
User Name	Specify the User Name to use for accessing the SQL Server	Specify the User Name to use for accessing the SQL Server
Password	Specify the password	Specify the password

For both the Source and Target login credentials, click Test Connection.
The migration tool tests the connection and displays a message indicating whether the test is successful.
When finished specifying the login credentials and testing the connections, click Next.
The data configuration dialog is displayed as shown in the following figure:

Select the configuration options you want for the Test Migration based on the following table:

Configuration option

Description

Generate advanced configuration report

Generates a configuration report

Migrate lookup data

Migrates the lookup data

Migrate data

Migrates the data from the source to the target

When you select Migrate Data, you need to specify the data you want to migrate from each module as follows:

Module	Options
Tickets	Migrate All – Copies all Ticket data to the target Migrate only open Work Orders (And assignments) – Copies only open Work Orders to the target Note The migration tool does not migrate tickets linked with open Change Requests.
Ticket Attachments	Migrate All – Copies all Ticket Attachment data to the target Migrate only items that are linked to open Work Orders (And assignments) – Copies only items linked to open Work Order and Assignments to the target Migrate none – Does not copy any open Work Orders and Assignment to the target
Purchase Management	Migrate All – Copies all Purchase Management data to the target Migrate none – Does not copy any Purchase Management data to the target
Assets	Migrate All – Copies all Asset data to the target Migrate only Assets excluding Unassigned Equipment (and thus excluding the Tracked Items under Unassigned Equipment) – Copies all Asset data that is not designated as Unassigned Equipment to the target Migrate none – Does not copy any Asset data to the target
Asset Tracked Items	Migrate All – Copies all Asset Tracked Items data to the target Migrate only hardware Tracked Items (Exclude software Tracked Items) – Copies only hardware Tracked Items to the target and does not copy any Asset Tracked Items designated as Software in the Product Type Migrate none – Does not copy any Asset Tracked Items to the target

When finished selecting the configuration options, click Start Test Migration.
The migration tool runs a test migration and performs the following operations:
- Creates a test database with the following name: Test-DatabaseName-DateTimeStamp
- Creates a backup file on the Target SQL Server with the following name: Test-DatabaseName-DateTimeStamp.bak.
  Note
  The following conditions apply:
  - The backup file is created in the configured backup location of the SQL Server.
  - Each time you click Start Test Migration, a new backup file is created.

Depending on the results of the Test Migration, perform one of the following actions:

Result	Steps
The migration test is successful.	From the data configuration dialog, click Start Final Migration . For more information, see To run a Final Migration.
The migration test reports an exception.	Click Abort. Check the log details by clicking Click to open log folder.
The migration test fails.	Close the migration tool. Correct the exception. Open the migration tool and rerun the Test Migration until you run a successful test.

To run a Final Migration

After you have completed a successful test migration, you can use the following procedure to run the final migration to complete the migration of your data from Track-It! 11.4 to Track-It! 2019.

Note

The following conditions apply to the Final Migration:

When running the final migration, the migration tool overwrites the data on the BCM database.
Exceptions may occur if the BCM database is in use by technicians and administrators, and they are creating new data that did not exist during the migration test.
You cannot run a Final Migration until you have completed a successful Migration Test.
A backup file is created in the backup folder of the Target SQL server. (For example, C:\Program Files\Microsoft SQL Server\MSSQL12.MSSQLSERVER\MSSQL\Backup)
The name of the backup file is as follows: Final-DatabaseName-DateTimeStamp.bak.
When the Final Migration either fails or is aborted, the database is automatically restored from the backup file.
The backup of BCM database is not performed by Migration Tool.
The Migration tool does not store the source and target configurations specified during a previous test.

Open the Track-It! 2019 Data Migration Tool and then when the Welcome screen displays, review the important information about the Final Migration.
Select I have read and understood all the information, instructions and limitations, and then click Next.
Specify the login credentials for the source (Track-It! 11.4) and the target (Track-It! 2019) databases based on the login credentials used during the Migration Test.
For both the Source and Target login credentials, click Test Connection.
The migration tool tests the connection and displays a message indicating whether the test is successful.
When finished specifying the login credentials and testing the connections, click Next.
The data configuration dialog is displayed as shown in the following figure:
Specify the configuration options based on your migration test configuration.
When finished selecting the configuration options, click Start Final Migration.
The migration tool runs the final migration and performs the following operations:
- Overwrites the Target database specified in step 3.
- Creates a backup file on the Target SQL Server with the following name: Final-DatabaseName-DateTimeStamp.bak.
  Note
  The following conditions apply:
  - The backup file is created in the configured backup location of the SQL Server.
  - Each time you click Final Migration, a new backup file is created.
  - If you click Abort during the final migration, the backup file is used to restore to the Target database.

Depending on the results of the Final Migration, perform one of the following actions:

Result	Steps
The final migration is successful.	Click Finish. You can now use the Track-It! 2019 SQL Server.
The final migration reports an exception.	Click Abort. Check the log details by clicking Click to open log folder.
The final migration fails.	Close the migration tool. Correct the exception. Open the migration tool and rerun the Test Migration until you run a successful test.