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Upgrading from Track-It! 11.4 to Track-It! 2020

This section provides a step-by-step procedure to upgrade from Track-It! 11.4 to Track-It! 2020. Using this procedure is important because Track-It! 2020 has a completely new architecture and functions very differently from Track-It! 11.4. This step-by-step procedure helps administrators to understand these changes and the migration process to ensure a successful transition to Track-It! 2020.

This section provides all the information needed to:

  • Understand the differences between Track-It! 2020 and Track-It! 11.4
  • Set up Track-It! 2020 system
  • Migrate data from Track-It! 11.4 system to Track-It! 2020 system

The high-level steps to upgrade include the following activities:

  1. Planning
  2. Install Track-It! 2020
  3. Perform the initial migration
  4. Configure Track-It! 2020
  5. Test the new Track-It! 2020 system
  6. Train users
  7. Perform final migration and go live

Installation and migration procedure (2020 Release 02)

The following table provides step-by-step details for installation and migration:

Activity and stepsNotes
1. Planning

Read what's new in Track-It! 2020 .

This web page gives a quick overview of the new Track-It! 2020 platform.

Make sure that all Track-It! 11.4 features that you need are available in Track-It! 2020.


Note

A small number of Track-It! 11.4 features are not yet available on the Track-It! 2020 platform. For a list of features delivered in the latest Track-It! releases, see Track-It! 11.4 vs. Track-It! 20xx.

If features that you require are not available in Track-It! 2020, we recommend that you consider waiting to migrate until those features are delivered in an upcoming release.

For those upgrading to Track-It! 2020 because your server operating system is no longer supported, we have updated Track-It! 11.4 to support newer operating systems. For more details about the supported operating systems for Track-It! 11.4, see System requirements .

Determine if it is best for you to migrate data from Track-It! 11.4 or to start afresh with Track-It! 2020.

Consider starting afresh and use this opportunity to refine settings and processes. For more information, see Starting fresh.

For information about data that is and is not migrated, see Data that you can migrate and Data that is not migrated.

2. Install Track-It! 2020

Watch the Overview of the installation process video.

The installation process of Track-It! 2020 is different from that of Track-It! 11.4. Watching this video will help you to understand the differences and successfully deploy the new browser-based system.

Make sure that the system where you are going to install Track-It! 2020 meets the latest system requirements.For system requirements of Track-It!, see System Requirements.

Download Track-It! 2020 from BMC Electronic Product Distribution (EPD) and install it.

For more information about installation, see the Installing section.

Log in as an Administrator to verify that Track-It! 2020 is operational.

For more information about logging in to Track-It!, see Logging in to and logging out of Track-It!.
Change the Administrator default password.For more information, see Changing Track-It! password.
Back up your Track-It! 2020 database. We recommend that you configure backups to occur daily.

For more information, see Knowledge Article 225193 .

3. Perform the initial migration

Watch the Migration Tool video for instructions about using this tool.

For more videos, see Training Videos.
Make sure that you have read and understood all considerations and prerequisites related to the Migration Tool.For more information, see Migration Tool considerations and prerequisites.
Install the Migration Tool on Track-It! 11.4 system.For information about installing the Migration Tool, see Installing the Migration Tool.

Run the Migration Tool. In the data configuration dialog box, select Option 1 > Step 1 - Full Data Import to migrate all data.

For steps and other information about running the Migration Tool, see Running the Migration Tool and Data import options.

Note

Do not make any further administrative changes to Track-It! 11.4 after the initial migration. However, you can continue to process tickets, assets, problems, and other activities as usual. Make sure that you do not make changes to the administrative settings (for example, pick lists, users, and so on) in Track-It! 11.4.

For information about data that is and is not migrated, see Data that you can migrate and Data that is not migrated.

4. Configure Track-It! 2020

Go to Videos for system administrator and watch videos #2 through #18.

Track-It! 2020 is very different from Track-It! 11.4. Watching these videos is critical to understand Track-It! 2020 and its platform. Most of these videos are of short duration.

For more information about configuring Track-It!, see Configuring after installation.

Log in to Track-It! 2020 as an Administrator and make sure that data is migrated correctly.For more information, see Logging in to and logging out of Track-It!.
(Optional) Import user data from Active Directory.

For more information, see Importing users from Active Directory and Directory Importer Setup .

(Optional) Enable Windows Authentication for Track-It! technicians and Self Service requestors.

For more information, see Enabling Windows Authentication for Track-It! and Configuring Active Directory Authentication .

Configure business rules and email integration.

For more information, see Configuring business rules and the following videos:

  • Configuring business rules
  • Email configuration
  • Configuring advanced business rules
(Optional) Customize forms.

For more information, see Customizing forms for groups.

Create required reports, if necessary.


Note

Custom reports in Track-It! 11.4 are not migrated. You must recreate them in Track-It! 2020.

For more information, see the following videos:

  • Basic Reports and Quick Reports
  • Customizing the Purchasing Form and Printed Report

For information about reports and report schedules, see Designing and generating reports and Scheduling reports.

You can perform this step now or later (even after go-live).

(Optional) Configure the BMC Client Management (BCM).

For more information, see Configuring asset management, Setting up BMC Client Management, BMC Client Management documentation , and Asset Management Configuration .

You can configure BCM now if you have automatically installed it while installing Track-It! 2020 or later (even after go-live).

5. Test the new Track-It! system
Log in to the Track-It! 2020 system to verify that it is working correctly.For more information, see Logging in to and logging out of Track-It!.
6. Train users
Make sure that technicians and users have learned about Track-It! 2020 by watching the Training videos.


7. Perform final migration and go live
Run the Migration Tool again. In the data configuration dialog box, select Option 1 > Step 2 - Module Data Refresh to migrate new data that was created after the initial migration in step 3.

Each time you run the Migration Tool with this setting, it purges all the previously migrated data and reimports the data along with any new or changed data. For more information, see Migration Tool considerations and prerequisites and Data import options.

For information about data that is and is not migrated, see Data that you can migrate and Data that is not migrated.

Log in to Track-It! 2020 and make sure that all migrated data (for example, new tickets) is correct.

For more information, see Logging in to and logging out of Track-It!.
Go live with Track-It! 2020. Start using the new Track-It! 2020 system and stop using the Track-It! 11.4 system. Make sure that all technicians and requestors are no longer using Track-It! 11.4.

This section contains the following topics:

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