Zendesk Foundation
(Release 1). This project is used to migrate Zendesk Tickets and related information, including attachments into a Service Now instance.
As a prerequisite, the Zendesk information needs to have been extracted from the Zendesk Application using the Precision Bridge Zendesk Export Utility into a set of csv files representing each object type.
The project will migrate the following into the Service Now instance:
All companies configured in Zendesk
All groups configured in Zendesk
All users and their group memberships are configured in Zendesk
It is recommended that this project be run using the migration method Import Set (Scripted) with business rules turned OFF and Migrate SysIDs set to Yes.
The project can be run more than once if necessary.
During the initial migration, all records are created as new, then for subsequent migrations, existing
records are updated and records created since the previous migration are created as new. Comments however cannot be updated.
Zendesk Incidents
(Release 4). This project is used to migrate Zendesk Tickets and related information, including attachments into a Service Now instance.
As a prerequisite, the Zendesk information needs to have been extracted using the Zendesk Export Utility that comes with Precision Bridge.
The Export utility will create folders for chunks of tickets. The source directory in the source csv server connection will be one of these folders. The external lookups csv connection folder will be the root folder for the export. To migrate a different chunk, simply change the source connection csv directory to a different chunk folder.
The project will migrate the following into the Service Now instance:
All Zendesk tickets. These will be migrated into tickets into incident records in the Service Now instance.
All related comments and attachments for tickets that were migrated.
By default, the correlation_id will be populated on each incident with the Zendesk ticket ID.
Source filtering can be added to the Incident mapping to specify a subset of tickets to be migrated.
It is recommended that this project be run using the migration method Import Set (Scripted) with business rules turned OFF and Migrate SysIDs set to Yes.
The project can be run more than once if necessary.
During the initial migration, all records are created as new, then for subsequent migrations, existing
records are updated and records created since the previous migration are created as new. Comments however cannot be updated.
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