Migration of Incidents from Cherwell to Ivanti

This document describes how to use a Project created from the Precision Bridge Template Cherwell-Ivanti->Incidents to migrate incident 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 IncidentDetail tables in Ivanti and linked to the relevant category so that they display when the category is selected in the incident.
• 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 Lookup CSV files for Team and Categorisation mapping (see below)
• 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 to Ivanti -> Incidents

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. Both must be populated correctly before running the migration

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, Category and SubCategory. Before running the migration,an entry will need to be made in this CSV for every Cherwell Subcategory for which Incidents are to be migrated. Every row must map to a valid Ivanti Service,Category and Subcategory combination. Note however that the Ivanti subcategory can be left blank. Again, all values in the csv must be exact (case sensitive) 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 tables in the IncidentDetail group are used to store answers

So for every Specifics table used for Incident data, a mapping should be created for the equivalent  IncidentDetail  table in Ivanti.

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

Target Form: The IncidentDetail table where the questions are defined in Cherwell (prefixed IncidentDetai#. Do NOT map to the IncidentDetail# group table.

Field Mapping Tab:

The following fields must be mapped as a minimum:

• IncidentDetailType: Use a simple mapping, with no field selected. The default value should be the Incident Detail Type for the source table used.
• ParentLink: 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'

An example showing these field mappings can be seen below:

In addition all the Addition Question fields for the target IncidentDetail form must be mapped to the appropriate question on the Cherwell Specifics table. You may need to use mapping types such as assignment mappings, value match mappings or lookups in some cases to ensure the format of the value is valid for the Ivanti field it will populate.

Key Mapping Tab:

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

• ParentLink_RecID

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

You will need to create a seperate mapping for each Specifics->Incident Detail Table following the basic outline above. Since there are potentially many additial question mappings to create, 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 incidents first, preferably one for each categorisation, to confirm that they migrate correctly, particularly any additional questions..

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