Workflow and ServiceDesk Community

Hi Gurus,

I need to create Incidents using SQL sentences, Anybody knows what processmanager tables I need to insert data? Perhaps this

Creating an incident (or any process) from a SQL query seems like a really bad idea. If you are trying to create an incident that you can then complete, I would suggest against this plan. If you are just trying to import old data, then that's a different story, but I have a feeling that isn't your goal.

There are a lot more tables gettings touched that you didn't least, including ImIncidentTicket, SLAProcess, DocumentCategory, and probably a dozen more. Even if you create all the right entries, though, the incident might not actually kick off correctly. This could mean rulesets wouldn't run.

If you are just trying to have another mechanism to create tickets, then I would consider sending a SOAP request directly to the existing incident project.

Are you wanting to create ServiceDesk Incidents or just a Process?

Is there a reason you can't use the Web Services?

• http://localhost/SD.IncidentManagementSimple/IncidentManagement.asmx?op=SubmitIncidentAndReturnPID

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It would depend what information you are wanting to store, is this a migration from an older version of SD?

Check this Symantec article to see the closed migration SQL used to get an idea of what Tables are used.

Migrate existing closed ServiceDesk 7.0 MR2, 7.1 SP1 & SP2 tickets to ServiceDesk 7.5
https://support.symantec.com/en_US/article.HOWTO79564.html

You'll need to add data to

• ImIncidentTicket

You will need to make sure to up the Process IM number too

Find the last number and add the number of tickets you've created to it, or your ReportProcess number will create duplicates and cause lots of problems.

UPDATE [ReportProcessGenerator]
SET [LastUsedIdentity] = #
WHERE [TYPE] = 'IM-'

 

Thanks  a lot to both and Yes Michael I try to import old data. 

Ah, importing old data is pretty easy, actually. If you are importing non-ServiceDesk data, you can use the link Alex provided as the basis for a script. If you are import older ServiceDesk data, then that script will do what you need.

Michael, I need to import old data from Helpdesk 6..

I can't help with an import from Helpdesk 6, but I imagine support could. I thought at one point there was a workflow project that was installed with ServiceDesk to help with importing those, but since I never used Helpdesk 6, I never actually played with it. I'd open a support case. They should get you fixed up.

Thanks Michael and Alex for your time...

https://www-secure.symantec.com/connect/forums/importing-incidents-servicedesk-70-helpdesk-65

Which version of HD are you migrating from? Is it still live or can you just work with SQL? Which version of SD are you migrating too? Is it just a closed ticket migration of are you wanting open tickets too? We build a Workflow a few years back that transferred HD6 to SD75 so it's possible.

Alex,

Is Helpdesk 6. (Version No:   6.0.6074 (SP 3 + R13)). I can play with SQL with any problem. 

SD are 7.6.

I need only open tickets.

If you have the workflow, can i tried it if works with any problem, we can talk about some kind of "donation"

The projects to migrate from Helpdesk to ServiceDesk were discontinued with the ServiceDesk 7.6 release. If you have access to a ServiceDesk 7.5 machine you can aqcuire the projects to perform the HelpDesk migration. Those project do require that your existing Helpdesk environment is up and running. 

Please note that the projects weren't designed to migrate open HelpDesk tickets into ServiceDesk. The projects monitor your HelpDesk environment and as the Helpdesk tickets are closed their information is migrated into ServiceDesk.

TGIles, I have the servicedesk 7.5 project but when I try to import I get these errors

Unfortunately the screen shot isn't coming through.

TGIles, I have the servicedesk 7.5 project but when I try to import I get these errors

Yeah I forgot about that part. With the release of 7.6 all the old components & methods pertaining to HelpDesk were removed from the code. 

At this point you'll probably need to create your own custom project that reads the incident information from your Helpdesk database and maps it into a ServiceDesk incident object and create a new incident.

It's that or stand up a SD 7.5 server and migrate from HD to that. Then once you've completed the migration upgrade to 7.6.

Hi Seralar,

Alex asked me to comment. We have a conversion workflow that we used on 3 seperate customers. 

The final customer was a mining company with 10-15 seperate, but intercommunicating helpdesks. The chap in charge at the time is now working for Sky, but he can reference the workflows if you want to know about their success.

We'd have to arrange commercial terms first though (donations) - this was a significant investment on our part, and not something we'd really give away - and we use it for migrations of other service desks - so it's still relevant.

Contact me on mike.gibson@protirus.com - is probably the easiest thing.

Kind Regards

Mike