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 I have purchased and am using SmarterTicket 2. How easy is the upgrade to SmarterTrack 3.x? How do I migrate my current data? Thanks

 Glenn

We'll be posting scripts later this week to migrate the KB and Canned Replies, but ticket data is formatted completely differently now, and cannot be migrated.

I am going to put my 2 cents in here. But I think there should be a way to migrate the ticket data. I can understand that the formating has changed but there has to be a way to programitcaly ( without using scripts) to migrate this data. This would be a huge deal for us, as we use the older ticket data for historical pourpose, Running two systesm would not be a good solution.

 

I would agree here completely. Also to call it SmarterTrack 3.x assumes previous versions of 1 and 2 that for customers who bought Smarter Ticket there would be an upgrade path.

In addition to what has been said above:

The current methodology for SmarterTicket is to Auto-delete old or stale tickets after X date, if this is not enabled the DB grows to a point that the system is just not responsive with higher volumes. Honestly this as a CRM tool it is simply insane to delete any customer correspondence.

Example: A tool that will allow us to roll the existing or current DB into functional/searchable multiple DB’s. For instance search all years for “Grady is great” Automation that does this semi annually or even annually would be the most ideal for performance in a high volume environment. Anything that would allow us to keep important customer correspondence would be Fantastic.

Enable Administrators the option to communicate with multiple Databases, or better management of the existing DB. Most importantly; at the very least let us search these other Databases, to find an old ticket from within the application. Give us the option to turn off the Auto-delete feature.

First off, SmarterTrack should function MUCH better with large volumes of tickets.  The database has been organized from the ground up for many, many tickets.  I'll pass on your other comments, but just be aware that saving old items for a long time is much more realistic with Track.

I have to agree  with the users who have expressed frustration or disappointment that existing ticket information cannot be moved over. We have been running smarterticket as our not only our support ticketing system but also as our sales and billing ticketing system for several years and it is absolutely crucial that we have the ability to maintain historical tickets without the overhead of having to run two versions of the system. I am also in agreement with other users who mention that running reports against this old data is not crucial, but being able to find, reference and have access to these tickets is a necessity. I would have much preferred having to recreate all of my KB's, and canned responses etc by hand even rather than being left without the one piece of the puzzle that is truly the most important to our company. I do understand that this is a completely new setup, I've seen the database structure differences and we do really like the new feature sets, interface and general functionality of the Smartertrack system. However not being able to get ticket data ported from the old system to the new makes us hesitant to even pursue an upgrade.

 

According to my sources, we do have someone working on a data importer from Ticket to Track.

 

ST-GWerner:

According to my sources, we do have someone working on a data importer from Ticket to Track.

 Is there any update on this?

 Thanks,

Jamison

For any looking for the utility, it can be found in http://www.smartertools.com/forums/t/20286.aspx