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Tickets and templates are migrated over during migration. You may want to go check out the free video training which includes videos on installation and migration here https://docs.bmc.com/docs/trackit2020/training-videos-912125636.html or check out the docs which cover these items as well here https://docs.bmc.com/docs/trackit2020/upgrading-912125668.html
I noticed that the vids are for 2018 Install. I take that instructions are universal to 2020?
Yes, the videos shouldn’t have a version on them. There are some slight changes from version to version but the overall topics are the same.
Do I need a new License Key to upgrade to 20.20.1 or should I be able to upgrade directly?
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I'd also strongly recommend that you use the migration checklist which you can download and print from here: Checklist for Migrating to Track-It! 2020 (revised 2-5-2020).pdf
This gives you step by step instructions along with links to training and other detailed information about making the shift.
I'd also appreciate your feedback on the document as we regularly look to revise and improve it.
Ive tried to run the process of migrating 11.x to 2020 and everything says successfull on all modules in the tool, but no success. I do not see any of my old tickets in the new system. Im not sure what to do. Its kind of hard waiting for a call from overseas support to get back to me.
Can you double check your source database and check that you're pointing to the right database? I know this might sound random, but I've had a couple of customers who have had TI for a long time, and after x years and upgrades, they've sometimes had more than one TI database on their server.
The customer reported a similar experience to yourself in that the migration was successful but with no data. When looking further to this, they were pointing to the wrong database, which was empty.
Did you run only the test migration? If so and all was successful, you just hit run final migration and then the real import process should start.
Hi Cris and Richard,
I went through both test and final multiple times with no success. I also verified that the databases were correct and was able to do the test connection to 11.x and 2020. I verified the 11.x database using the trackit.cfg.
I did just notice these two logs now while writing this post. Anyone know what it might be?
Having a quick look. It looks like the migration aborted as there appears to be some duplication so it's aborting the migration.
_TELDETAI_ refers to the Ticket Notes Table for 20xx, which migrates your Description, Notes and Resolution from 11.x.
Are there any entries already in 20xx? I suspect the migration is trying to write into this table and there are values already existing.
It is probably seeing the tickets that popped in to the new server when I enabled the email service. For some reason when I enabled the email service old ticket emails started loading in to the system. Even though, this was the second attempt at migrating and the error wasnt showing up in the first attempt. Maybe I should just restore the database.
That'll most likely be it then, as there's already an entry in 20xx.
It would make sense to restore and have a blank database to migrate into.
Ensure that the first task you undertake is the migration process and any configuration is done thereafter. This also rings true with Directory Importer, as you do not want to create two lots of records for your requestors (users).
Take a look at this section:
There's a further 3 sections underneath this section to familiarise yourself with, as it explains the migration process in greater detail. There's some supporting videos too.