Migrate your Track-It! data
BMC's on-premises ITSM workhorse for IT teams managing tickets, assets, and change requests behind the firewall — built on SQL Server with a proprietary migration toolchain.
In its favor
Why people choose Track-It!
The signal that keeps Track-It! on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Mature ITSM foundations with built-in asset management, change tracking, and license reconciliation across the same database — a single source of truth that predates cloud-native alternatives.
Strong reporting and metrics engine that lets IT managers build custom dashboards on top of the SQL Server schema without third-party BI tools.
Per-group view permissions that enforce data segmentation at the database level, giving large IT orgs field-level control over who sees what.
Native integration with BMC Discovery for automated CMDB population, making Track-It! the operational hub of a BMC ITSM ecosystem.
No per-agent SaaS billing for on-premises deployments means predictable TCO for teams with 50+ IT staff.
Performance degrades noticeably as the SQL Server database grows over time without aggressive archiving or index maintenance.
The interface is functional but dated compared to modern SaaS helpdesk tools, creating friction for end users submitting tickets.
Track-It! is no longer BMC's primary ITSM investment — Helix ITSM is the strategic product, leaving Track-It! in maintenance mode with uncertain long-term roadmap.
Limited third-party integrations due to the absence of a documented public REST API, making automation and external tooling difficult to build.
Migrating away requires working directly with SQL Server backups or BMC's proprietary migration utility — there is no simple CSV export for all modules.
Reasons to switch
Why people leave Track-It!
The recurring reasons buyers give for replacing Track-It!. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Track-It! fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Track-It! pricing overview
BMC sells Track-It! primarily as a perpetual on-premises license with annual support, priced per technician seat. There is no publicly listed price — enterprise agreements vary by organization size and included modules. The cloud/SaaS version is bundled into the BMC Helix ITSM subscription with custom pricing.
On-Premises ( perpetual license)
Tier 1 of 2
Not publicly listed — sold as perpetual license with annual support contract
What's included
Need help selecting your Helpdesk?
Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Track-It!'s schedule — see our quote-based pricing →
What gets migrated
Track-It! object support
Object-by-object support for Track-It! migrations. Per-pair details surface during scoping.
Tickets
Fully supportedTickets live in the HDTickets table (and HDTicketHistory for audit trails). The schema is stable across recent versions. We extract ticket headers, descriptions, resolutions, priority/slas, and conversation threads in their original order.
Assets
Fully supportedAssets are stored in the Assets table with corresponding entries in ConfigItems and AssetRelations. The BCM database links assets to tracked items; we preserve these relations during extraction and reconstruct them in the destination.
Tracked Items
Mapping requiredTracked Items extend beyond standard assets to cover CI relationships, license counts, and component hierarchies. The naming and classification fields vary by installation — we map them to the destination's closest equivalent asset or CI object.
Change Requests
Fully supportedChangeRequests table holds the full CR lifecycle including approval routing, risk assessment fields, and implementation notes. We extract all lifecycle stages and preserve the linked CIs.
Users and Technicians
Fully supportedUser accounts, technician profiles, and group assignments live in HDUsers and HDGroups. We preserve owner assignments on tickets and map them to the destination's user records by email or username.
Custom Fields
Mapping requiredCustom fields are stored as additional columns appended to each module's base table. The column names and data types are installation-specific — we inventory every custom field during discovery and apply field-level mapping to the destination schema.
Attachments
Mapping requiredAttachments are stored as BLOBs in the database or as file references to the Track-It! file store. We extract them to a file package and associate them with the parent ticket or asset record in the destination by filename or record link.
Knowledge Base Articles
Mapping requiredKB articles are stored in a dedicated module table with category and tag relations. We extract article bodies, metadata, and category assignments and map them to the destination KB structure.
Service Level Agreements
Fully supportedSLA definitions and timer configurations are stored in system-configuration tables. We extract SLA-to-priority mappings so the destination platform can recreate equivalent response and resolution windows.
Audit History
Mapping requiredTicket history, asset change logs, and CR lifecycle events are stored in per-module history tables. We extract the full audit trail as a structured dataset and attach it to migrated records in the destination as a linked activity log.
Purchase Orders
Mapping requiredPO records are available in a dedicated module table. We extract PO headers and line items; where the destination does not have a PO object, we map them to expense records or asset purchase records.
BCM Asset Relations
Not in this platformBCM (Business Configuration Management) linkage records do not survive a direct migration unless the destination is also BCM-enabled. We flag all BCM-specific relations during discovery and recommend re-establishing them in the destination CMDB if no BCM target exists.
| Object | Support | Notes |
|---|---|---|
| Tickets | Fully supported | Tickets live in the HDTickets table (and HDTicketHistory for audit trails). The schema is stable across recent versions. We extract ticket headers, descriptions, resolutions, priority/slas, and conversation threads in their original order. |
| Assets | Fully supported | Assets are stored in the Assets table with corresponding entries in ConfigItems and AssetRelations. The BCM database links assets to tracked items; we preserve these relations during extraction and reconstruct them in the destination. |
| Tracked Items | Mapping required | Tracked Items extend beyond standard assets to cover CI relationships, license counts, and component hierarchies. The naming and classification fields vary by installation — we map them to the destination's closest equivalent asset or CI object. |
| Change Requests | Fully supported | ChangeRequests table holds the full CR lifecycle including approval routing, risk assessment fields, and implementation notes. We extract all lifecycle stages and preserve the linked CIs. |
| Users and Technicians | Fully supported | User accounts, technician profiles, and group assignments live in HDUsers and HDGroups. We preserve owner assignments on tickets and map them to the destination's user records by email or username. |
| Custom Fields | Mapping required | Custom fields are stored as additional columns appended to each module's base table. The column names and data types are installation-specific — we inventory every custom field during discovery and apply field-level mapping to the destination schema. |
| Attachments | Mapping required | Attachments are stored as BLOBs in the database or as file references to the Track-It! file store. We extract them to a file package and associate them with the parent ticket or asset record in the destination by filename or record link. |
| Knowledge Base Articles | Mapping required | KB articles are stored in a dedicated module table with category and tag relations. We extract article bodies, metadata, and category assignments and map them to the destination KB structure. |
| Service Level Agreements | Fully supported | SLA definitions and timer configurations are stored in system-configuration tables. We extract SLA-to-priority mappings so the destination platform can recreate equivalent response and resolution windows. |
| Audit History | Mapping required | Ticket history, asset change logs, and CR lifecycle events are stored in per-module history tables. We extract the full audit trail as a structured dataset and attach it to migrated records in the destination as a linked activity log. |
| Purchase Orders | Mapping required | PO records are available in a dedicated module table. We extract PO headers and line items; where the destination does not have a PO object, we map them to expense records or asset purchase records. |
| BCM Asset Relations | Not in this platform | BCM (Business Configuration Management) linkage records do not survive a direct migration unless the destination is also BCM-enabled. We flag all BCM-specific relations during discovery and recommend re-establishing them in the destination CMDB if no BCM target exists. |
Gotchas
What to watch for in Track-It! migrations
Issues we've hit on past Track-It! migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
No public API for programmatic export
BCM relations do not migrate between unlike systems
Custom field schema is installation-specific
Test migration excludes BCM and asset relations
Database performance impacts migration timing
| Severity | Issue |
|---|---|
| High | No public API for programmatic export |
| High | BCM relations do not migrate between unlike systems |
| Medium | Custom field schema is installation-specific |
| Medium | Test migration excludes BCM and asset relations |
| Low | Database performance impacts migration timing |
Leaving Track-It!?
Where Track-It! customers move next
7 destinations Track-It! can migrate to.
How a Track-It! migration works
Four steps, Track-It!-specific
Connect
No public API documented — access is via direct SQL Server connection or BMC's proprietary migration utility into Track-It!. Scopes limited to read-only on the data we move.
Map
We translate Track-It!-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Track-It! quirks before production.
Migrate
Full migration with Track-It! rate-limit handling. Rollback available throughout.
FAQ
Track-It! migration FAQ
Answers to the questions buyers ask most during Track-It! migration scoping. Not seeing yours? Book a call.
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Free scoping call with a migration engineer. Tell us about your Track-It! setup and destination — written quote back within a business day.