Migration Of Service Requests Cherwell to Ivanti

This document describes how to use a Project created from the Precision Bridge Template Cherwell-Ivanti->Service Requests to migrate service request data.

Pre-Requisites

• All Employee and External Contacts should have been migrated from Cherwell.
  • The Template C2I – Foundation can be used for this purpose
  • The email address for the Cherwell and Ivanti Contact/Employee must be matching
  • The team membership for employees must also be replicated on the Ivanti Server (i.e links must be created between the employee and the teams that they are a member of)
• All Specifics (Additional Questions) tables used in Cherwell should be reproduced as Request Offerings in Ivanti
• Obtain a REST API Client ID for the Cherwell server you wish to migrate from
• Obtain an API Key for the Ivanti server you wish to migrate to
• Populate the External CSV Lookup files used for vteam and categorisation mapping. See the section below for detail.
• If at all possible, it is recommended to disable business rules operating on the Ivanti instance, or change their conditions in such a way as they do not fire when Precision Bridge creates/Updates records. If Business rules are left enabled, notably for ticket tables such as Incident, Problem, Change, Request etc) Ivanti may reject migrated records and the error message given is not always helpful. This can lead to a lot of troubleshooting work when testing the project mappings. 

Creating the Project

Create a Project from Template Cherwell -Ivanti -> Service Requests

Set the connection details for Cherwell and Ivanti Servers. The Cherwell user specified should be configured to have full read access to all tables.

Click ‘Create’ to create the project from the template.

External Lookup CSV files

Precision Bridge makes use of two CSV files to identify mappings between source and target objects.

These CSV files will be located in the Project Folder, in the subfolder CSVLookups

Mapping Team Names

The C2I Team Map csv file contains the map between Cherwell and Ivanti Teams, that is used in the migration. Before running the migration, all active Cherwell Teams should be mapped to an existing Ivanti team in this csv. Note that the names must exactly match (case sensitive) the names of teams on the Cherwell and Ivanti Instances.

The csv file included in the template is a sample only.

Mapping Services and Categories

The C2I Service and Category Map.csv file contains the mapping between Cherwell Service Categorisation (Service, Category, SubCategory) and Ivanti Service and Template (Request Offering). An entry will need to be made in this CSV for every Cherwell Subcategory for which Service Requests are to be migrated. Every row must map to an existing Ivanti Category and Template (Request Offering) Again, all values in the csv must be exact matches to the names of the objects in the Cherwell and Ivanti Instances.

The csv file included in the template is a sample only.

 

Creating Mappings for Additional Questions

In Cherwell, answers to all additional questions for a request are stored in an entry in a specifics table. In Ivanti, each individual answer is stored in a service request parameter.

So for every individual question/answer that needs to be transferred to the Ivanti Request, there needs to be a Form Mapping in Precision Bridge that specifically creates the parameter records for that question.

These Form Mappings must run after the migration of the Service Request itself and will be defined as follows:

Source Form: The specifics table where the question is defined in Cherwell (usually prefixed Specifics)

Target Form:  ServiceRequestParam

Field Mapping Tab:

The following fields must be mapped as a minimum:

• ParameterName: Use a simple mapping, with no field selected. The default value should be the name of the parameter (this will be case sensitive)
• Parameter Value: In many cases, a simple mapping can be used, with the field in the specifics form that holds the value for the parameter selected. If some manipulation is required, other mapping types (such as an Assignment, Lookup or Value Match mapping) can be used to manipulate the value in the Specifics form to fit the expected format for the Ivanti Parameter
•  Parameter Display Value: In most cases, the same as for parameter value.
• ParentLink_RecID: Use a reference mapping to obtain this from the previous migration of the Service Request itself. The reference mapping should be set as follows:
  • Source Field: Parent RecID
  • Key Mapping From: Service Request (i.e the form mapping that migrated the service request records)
  • It is advised to set the no match action and multi match actions to ‘Log Error’
• Sequence Number: Use a  simple mapping, with no field selected. Set the default value to an integer that identifies the order in the question list in Ivanti where this question should be placed

An example showing these field mappings can be seen below:

Key Mapping Tab:

Select the ‘Select Key Field Mappings’ option and select the following Mappings as the key:

• ParentLink_RecID
• ParameterName

Source Filtering:

The query should be [SpecificTypeName] = ‘<specifics type>'

The inclusion filtering should be defined to only migrate specifics records related to the set of Service Requests previously migrated. To do this set the inclusion fields as follows:

• Value Set Definition Method: From Previous Migration Set
• Source Field: Parent RecID
• Value Set Mapping: Service Request (i.e. the form mapping that migrated the service request records)
• Value Set Field: RecID

Since there are potentially many additial question mappings to create (one for each individual question), it is advised to make use of the Duplicate Mapping, Change Identifier and Change Source Target Form functions in Precision Bridge to speed up development.

Executing the Project

It is advised to test the migration with individual service requests first, preferably one for each categorisation, to confirm that they migrate correctly.

To migrate a single service request, add an additional condition to the source filter for the Service Request mapping as shown below: