We are in the process on converting from V11 to V12.1. We need to keep our existing ticketing history. What steps do we need to follow?
The Upgrade document refers to two documents, but they don't outline what should be done if we want to keep our existing history.
Hi Robert,
I read your question two ways so I'm not clear on what you're trying to do. :)
Are you trying to keep the ticket history table in the constituent record the same? So no additional columns (like the new Role column). If so, then I believe you simply don't do anything and it stays the same. Migrating to the new ticket history is an extra (and optional, to my knowledge) step in the upgrade.
OR
Are you wanting to upgrade to the new ticket history table but make sure you're keeping all of your legacy data? We copied our legacy data to a new local table and then imported that data into the new ticket history tables once the upgrade was complete. Worked well from our perspective.
Hopefully one of my responses answers your question!
Good point, Beth. To add to my previous reply based on what Beth said... We currently use both our old ticket history screen and old history table. Our plan is to migrate to the new table and likely a custom version of the new screen, since we have data we need to present that isn't on the standard history screen.
But the reality is both are possible - you just need to test, potentially make some minor adjustments to InfoMaker screens, and audit the procedures you use to load the old history tables (if you're keeping your current tables). The recommended approach is to migrate to the new tables and screens.
Thanks,David