ServiceDesk

Dear All,

After reading several posts about SD7.5 and transferring data, I lost track about what can be transferred from 7.1 to 7.5. I thought that closed tickets were no problem and open tickets were no option. Is this correct? What happens with numbering of tickets (e.g. IM-002583 is a closed ticket, we transfer this to the new system, will the new system start with IM-000001 and skip IM-002583)

What about Knowledge Base articles? What about User Management (permissions, groups, disabled users,...)

Thanks for the info

Kind regards

Koen

 Hi Koen van Carglass,

You cannot migrate the following data (7.1 SP1 and SP2):

• Open process data
• Active process data

You can migrate the following ticket types (7.1 SP1 and SP2):

• Closed Incident Management tickets
• Closed Change Management tickets
• Closed Problem Management tickets
• Closed knowledge base submission tickets
• End-User Surveys
• User-defined processes

For more information about  migrating data to 7.5 MP1, see the About migrating data to ServiceDesk 7.5 MP1 topic in the Symantec™ ServiceDesk 7.5 MP1 Implementation Guide at http://www.symantec.com/docs/DOC6513

For more information about  migrating data to 7.5, see the About migrating data to ServiceDesk 7.5 topic in the Symantec™ ServiceDesk 7.5 Implementation Guide at http://www.symantec.com/docs/DOC5722

Kindest Regards,

CNWilliams

The 7.5 system will start the ticket numbers over @ IM-000001. If you prefer this not to happen you can modify a database entry to specify the new starting #.  I always recommend setting this value to a # larger then what your current system is using.

it is possible to migrate open incidents but does take a little work and will require a sql guru and a little workflow knowledge. My company did not want to run with two systems up. so we can up with the following.

We created a new sql table that contained the IM#, Title, Description, Category, Affected User, contacts,comments, assigned team, adn new IM#

We populated the new table with all the open incidents. I then created a workflow to read each row and created an incident off the data and wrote back the new incident number for verification. We successfully migrated 1000+ incidents. So it is possible to migrate open incidents. the other thing i added was the old IM# into a comment so the Technician could refer back to the old system just in case. I recommend trying it on a test system first it took a couple of runs to get the workflow down.