Hey Ken, I would say it is advisable not to run directory importer before the final migration. This could potentially cause issues with duplicate records during the final migration. The second question about making changes to the configuration is referring specifically to lookups in Track-It! 11 OR existing records in Track-It! 11. If you add more lookup values in 11 and then migrate again, it could cause duplicate errors if those lookup values are already in 20xx. Network lookups are automatically migrated with configuration so I am not sure how you could possibly not migrate that first. Configuration is the first option and must be migrated before you can migrate anything else. If you uncheck that you cant check the others from what I recall. The only thing that is safe to add to Track-It! 11 would be things like Help Desk Tickets, Change Requests and the like. Normal records that are not part of configuration or authentication. You can add other lookups and things to Track-It! 20xx before migrating again as long as you are careful not to add something in 20xx and also in 11 and cause a duplicate record situation.
We initially installed ver 2019 before the EWS email feature was added and did a test migration with that version. When ver 2020 became available I installed it and all the test data that was in ver 2019 was still there including requestors and technicians. We are actively using ver 11 and so are continually adding users through directory importer however the migration keeps failing due to duplicate user records. How do you suggest I handle this?
Sounds like you need a fresh 2020 install and migration. If you have a bunch of test data in the other system, it will likely cause you errors with duplicates. That said, read the error message carefully. You might have duplicate records in 11.4, which will give you errors no matter which version you upgrade to until you fix it in 11.4. Now we are planning a new migration tool for 2020 R2 due out this summer which will try to fix the duplicates in 11.4 as it migrates the data over. It isn’t a perfect process but it should be smoother than the current tool. You have the option to wait for that to try a formal upgrade as well.
When I installed 2020 it appeared to be a fresh version. I went through 11.4 with a fine tooth comb earlier this week and looked at over 900 accounts so it's possible that I could have missed one. Migration has failed twice due to duplicate key but on two different users. I'll just keep an eye on it. I guess deleting all the users from 2020 wouldn't work?
If 2020 is a fresh install, there shouldn't be any users in it. If the migration is failing due to duplicates, it is either because you imported them using directory import into 2020 before doing the migration OR there are duplicate users, logins, etc. in 11.4. I would recommend a call to support. They can likely help you identify those dupes quicker with a SQL query or something and save you a lot of time. Even if they cannot do that, they can at least check the system over and confirm what the problem is and get you moving.