We are currently using BMC SDE for our ticketing software. I have been tasked to investigate a move from BMC SDE to KACE for ticketing, including a possible migration of ticket data.

My knee-jerk response was to export the data from SDE to Access and leave it at that. We could run reports and query the data from Access.

I am aware that any import of this magnitude and complexity will involve a services engagement. But can anyone share experiences with migrating data from another ticketing system into KACE? Or share why you chose not to migrate tickets from your previous ticketing system into KACE.

Thanks!
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Hi,

Here is a link that might help out.

http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1049&artlang=en

It really comes down to, do you need the HD tickets from the other system in the Helpdesk? Can you have them in the Assets Management module and use them as reference or archiving?
Answered 02/14/2012 by: nshah
Red Belt

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We migrated from Numara Track-IT to KACE and decided not to import tickets into the new system. There were several factors:

We used the opportunity to rethink our workflow and queue configuration. We now have separate queues for different work areas, so the old ticket data wouldn't match our new schema. We could have created a queue to hold the old data (or hold it in a asset type), but the work involved would have been rather in-depth for little gain.

We verified that we could keep our old system running indefinitely without paying support any longer. Knowing that we would need to check historic data we didn't want to lose it, but at the same time it didn't need to be as accessible. The old server was transitioned to a virtual machine as it doesn't require the same resources to run any longer. When old data is needed we can still get it.

Most users didn't need access to the old data, so moving it to the new system didn't make sense. When we asked various groups in our department most people admitted that they rarely checked on old tickets.
Answered 02/15/2012 by: steelc
Senior Yellow Belt

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When someone pays services to migrate ticket data I follow that faq that was posted by nshah. The challenge is usually just constructing the csv. Most systems should have a way of exporting the data. I've run sql queries against Numara to pull data out before as they provide that access. Numara's database is fairly complex (compared to ours) but anyone good at SQL that sees the format of the CSV we recommend could help you generate it. If you call us we might have to learn a new system -- usually not that hard-- but our services could help with the import on that side
Answered 02/15/2012 by: GillySpy
Seventh Degree Black Belt

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If it helps- back when I was a customer I went the professional services route and imported everything; it went well and all data was as expected. Then I found that I didn't ever reference the data. These days I generally recommend to folks that they just keep their old data in the current system (or dump it out to access or similar as you suggest) and disable the old system for public access or write access. If there's a compelling business reason to import everything to Kace, then I say go for it, but if it's for reference purposes it may not be worth the time and expense for most customers. It's a great opportunity to get a "clean slate" and revisit your actual needs rather than keeping the status quo.
Answered 02/16/2012 by: cblake
Red Belt

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True Chris, but were you a customer before we had that process? It should be free now for most customers -- as long as they can generate the csv from their old system.
Answered 02/16/2012 by: GillySpy
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Yes, I was unclear Gerald, the process noted here is quite useful and works very well in many cases. I was pointing out that the inherent need to import ticket data often falls apart when scrutinized by a customer. It sounds attractive on the surface, but if it costs money it may not be worthwhile to some. My argument to those folks is even if it's free, does it make sense to invest time in something that you wouldn't pay for? It's great that we have some documentation and process to support those that do need the ticket history though. Worthwhile if there's a need for the historical data; hands down.
Answered 02/16/2012 by: cblake
Red Belt

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