Migrating BMC-Track-It! to the Web Platform

Taking the leap

  • 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!

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:
  • 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.

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:

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 Namedoes 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>.
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:
    • Cc
    • Bcc
    • 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.
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>.
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.
  • 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.
  • Because of the database architecture in the current version, each attachment takes 3 times more space as compared to its size in version 11.4.
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 Accountin 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 inthe 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 inthe 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 NetworkLookups 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 TypePart numberMaintenance WarrantyTracked Item CommentMaster Item CommentMaster SupportReference number, Lease expiration dateLease NumberInstalled By, and Date Installed and a note in the Track-It! 11.4x to the Additional Information field of the current version.
    Note: 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.
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.
  • 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.
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 Technicianactivity 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.

 

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

You must configure these settings in the current version.

Do you want some help through this? Contact KKC below.