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Hello, 

I was very dissapointed to learn from your sales team that there is no ability to migrate tickets, history, knowledge-base, etc. from SmarterTicket to SmarterTrack.

He said "You need to think of SmarterTrack as a completely separate product then SmarterTicket. There is no upgrade path from SmarterTicket to SmarterTrack."

I can completely understand that SmarterTrack is a new and different product from SmarterTicket ... but to expect your existing customer base to embrace this new product yet decide not provide the means for migratation of all ... or even some ... of the data is a poor business choice.

Respectfully submitted,
Paul

<< Update - July 2008 >> PLEASE NOTE this is an old post - enough people vented and, as a result, the SmarterTools team began working on a resolve. 

RELATED POSTS: 

http://www.smartertools.com/forums/p/17960/49908.aspx

http://www.smartertools.com/forums/p/18923/48936.aspx

http://www.smartertools.com/forums/p/18922/48935.aspx

There is actally a conversion utility in the works.  Please see http://www.smartertools.com/forums/t/19974.aspx for details.

The link in the previous post doesnt work.  How much longer is this migration tool going to be in the works?

The product was released around May, and now 2 moths later you have released 3.5. All the while we are still on ver2. Wouldnt it make sense to give all clients the ability to upgrade from 2 to 3 so that we can tell you whats wrong and needs fixing in 3 before spending resources on 3.5? This would give you a much larger install base of 3. Most of the people that have not upgraded are the larger install bases with tens of thousands of tickets. These are the people that use your product the most, the data speaks for it self. Wouldnt you want them to be using the latest version and telling you what they dont like and what doesnt work when you have tens of thousands of tickets in the system. Not to mention making and keep that existing client happy.

What is the ETA on this Migration tool? I have not see any betas of it, only talk of its development. Is this a realistic tool that will be released any time soon or should we as the community have to rever enginer the new product and create our own migration scripts?

Jeremy

Seconded. We bought an ST license as soon as it was released and other than internal testing it has not been pressed into service. We have 100's of KB articles, may with embedded pictures and such and being able to migrate the text alone is of no help.

We also have two years of tickets which I would not want to loose history of, or be forced to run twice.

 As an aside from this, we have good SEO on our ticket system, with some KB articles having PRs of 5 and such and I don't want to loose those by having to migrate to new URL's either. I suspect with this I will have little option seeing the format has changed so much, but it is all rather annoying and the relative silence from ST is not impressive. I appreciate some very helpful staff have popped together a few guides and pointers, but surely this really needs a script to export / import the content seamlessly maintaining ticket IDs, content, contacts and all KB articles and details too.

 Any further comments ST?

 Please refer to this Forum post:

http://www.smartertools.com/forums/t/20286.aspx