About migrating data from Helpdesk Solution 6.x

Article:HOWTO82028  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82028
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About migrating data from Helpdesk Solution 6.x

You can leverage specific data from Helpdesk Solution 6.x in ServiceDesk. You can migrate your categories and knowledge base contents. You can link your Helpdesk Solution incidents to corresponding incident tasks in ServiceDesk. You can then work these incidents in ServiceDesk. You use the Helpdesk Solution migration links in the Service Catalog to migrate Helpdesk Solution data to ServiceDesk. When migrating data from Helpdesk Solution to ServiceDesk, you must keep both environments operational.

Note:

Symantec ServiceDesk replaces the functionality of Helpdesk Solution 6.x and earlier. ServiceDesk does not upgrade or install over Helpdesk Solution. ServiceDesk is installed on a different server and uses different databases.

You use the Helpdesk Solution migration links in the Service Catalog to migrate Helpdesk Solution data to ServiceDesk. When migrating data from Helpdesk Solution to ServiceDesk, you must keep both environments operational.

Not all data is supported for migration. The following table includes the data items that can be migrated and links to instructions on how to migrate each item.

Table: The Helpdesk Solution 6.x data that ServiceDesk can use

Data

Description

Helpdesk Solution incidents

Incidents cannot be directly migrated to the ServiceDesk server. However, each Helpdesk Solution incident can be linked to a new, corresponding incident task in ServiceDesk. You can see and work those incidents in the ServiceDesk portal, but their data always remains on the Helpdesk Solution server.

Best practice is to stop entering new incidents into Helpdesk Solution after the ServiceDesk system is operational and the incident migration is performed.

See Migrating incidents from Helpdesk Solution 6.x.

Helpdesk Solution categories

The categories are migrated from Helpdesk Solution to ServiceDesk.

See Migrating categories from Helpdesk Solution 6.x.

Helpdesk Solution knowledge base contents

The knowledge base (KB) articles are migrated from Helpdesk Solution to ServiceDesk.

See Migrating knowledge base (KB) content from Helpdesk Solution 6.x.

See About migrating data to ServiceDesk 7.5


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