6 Replies Latest reply on Jul 28, 2020 9:48 AM by Eric Liszt

    Track-It! 2020 Migration Tool

    Paul Gott
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      Hello, I've built out a new 2020 environment from scratch, business rules, priorities, AD sync for users and technicians, etc.  We have everything as we want it however our help desk manager is asking to migrate all the old tickets from Track-it 11.4.  When I run a migration test I don't see any options to not migrate things I don't want like locations,  priorities and departments, etc. and the test migration fails with a duplicate warning in departments.  The departments were all imported from the AD user sync so I guess I would need to delete all that data to make the DB migration work?


      I'm assuming migrating all of these redundant fields is necessary to be able to migrate over the 11.4 tickets.  Is that correct?  Just looking to better understand the process so I can explain our options.



        • 1. Re: Track-It! 2020 Migration Tool
          Eric Liszt

          Hi Paul Gott,


          What version of Track-It! are you using as the target system?  The reason I ask is that we've recently released a significantly improved migration tool that makes the process much easier and much more reliable.  If you are not using version 2020 Rrelease 2 (20.20.02), you really need to first move to that version as your target system and use the associated migration tool.


          We've also provided a one-page, step-by-step migration guide as part of this new release.  If you follow it closely it will make the process easy.  You can find the document here: Upgrading from Track-It! 11.4 to Track-It! 2020 - Documentation for Track-It! 20.20 - BMC Documentation


          Also, the migration utility is designed as an "all or nothing" type of process for the most part.  As such, you'll need to remove unwanted data either prior to migration or afterwards in the new system.


          What I can tell you is that we do have quite a few customers who choose to simply start with a fresh 2020 system and leave their old data behind for audit purposes.   They'll archive the old system in a VM and simply fire it up in the rare occasions they need to look back at the old data.   That's just another option for you to consider.

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          • 2. Re: Track-It! 2020 Migration Tool
            Manish Gadgil

            HelloPaul Gott,


            Track-It! 2020 has a data schema that is fully relational. I.e. if a ticket is referring to a department, requestor, category, etc all those entries are mapped as lookups in configuration

            This is different from Track-It! 11.x.

            Track-It! 2020 was designed using a 100% relational data model to ensure data consistency and historical references to lookups, other configurations, and related data are kept intact.


            So to answer your query; yes if a ticket is migrated all data it refers to gets migrated too.

            1 of 1 people found this helpful
            • 3. Re: Track-It! 2020 Migration Tool
              Paul Gott

              Hi Eric, thanks for that info - I'll check into it.  Our current target environment is



              • 4. Re: Track-It! 2020 Migration Tool
                Paul Gott

                Hi Manish, thank you for that reply.

                • 5. Re: Track-It! 2020 Migration Tool
                  Philipp Ernicke

                  Hello Paul,


                  you should take a look in the Pantaho.xml in the Migration tool installation folder to have the option to not migrate some minor things, but there are dependencies, so be careful and take a backup of this xml file before change anything.


                  If the migration crashes due to duplicate locations or departments, you should take a look at the departments/location tabel in the old TI 11.4 DB.

                  I forgot how the column is called but there is not that much in this table, so you will find it. Just rename the department in *_2 abd try the migration again.


                  Kind Regards,



                  • 6. Re: Track-It! 2020 Migration Tool
                    Eric Liszt

                    Hi Paul Gott,


                    I would STRONGLY recommend against modifying the system setting for the migration utility.   As Philipp stated, there are dependencies between data elements that are enforced by the underlying database engine and failure to get all these relationships right can create long term issues.  Furthermore, making edits here could leave you in an unsupported state.  While the risk of this is low, it's just not worth it. 


                    If you are seeing issues with the migration engine failing due to duplicates in departments/location then please upgrade to the current 2020.02 version of the product where the migration tool has been updated to handle these issues.