All Remedy to ServiceNow Templates

Foundation (Store)

(Release 15). Companies, Sites, People, Support Groups, Cost Centres, Functional Roles, Product Catalog etc. Now with improved support for multi-tenant migrations for specified company. Requires the Precision Bridge Remedy Migrator application on Service Now Store.

It can be used with most legacy ITSM versions including 7.6, 7.6.4, 8.1 and 9.1 servers.
It should be run before attempting to migrate any dependent data like CMDB, knowledge, incidents,
problems or change requests.

Foundation (Full)

(Release 16). Companies, Sites, People, Support Groups, Cost Centres, Functional Roles, Product Catalog etc with option to customise, or add new mappings if required. Requires Service Now Administrator login. It can be used with most legacy ITSM versions including 7.6, 7.6.4, 8.1 and 9.1 servers.
It should be run before attempting to migrate any dependent data like CMDB, knowledge, incidents,
problems or change requests.

CMDB Collection CI's

(Release 4). Includes Concrete Collection, Connectivity Collection, Connectivity Segments, IP Subnets, IPX Networks, LNs Collection, LANs and WANs.

It can be used with most legacy ITSM versions including 764, 8.1 and 9.1 servers.
It should be run AFTER the migration of all foundation data.

CMDB Logical Entity CI's

(Release 3). Includes Business Processes, Business Services, Accounts, Activities, Databases, Physical Locations, Service Offering Instances and Transactions.

CMDB System Class CI's

(Release 7). Includes Admin Domains, Applications, Application Infrastructure, Application Systems, Computer Systems, Clusters, Inventory Storage, Mainframes, NT Domains, Printers and Software Servers.

CMDB System Component

(Release 4). Includes BIOS Elements, Cards, CDROM Drives, Chassis, Database Storage, Disk Drives, Disk Partitions, File Systems, Floppy Drives, Hardware Packages, Hardware System Components, Keyboards, Local File Systems, Logical System Components, Media, Memory, Monitors, Network Ports, Operating Systems, Packages, Patches, Pointing Devices, Processors, Products, Racks, Remote File Systems, Resource Pools, Shares, System Resources, System Software, Tape Drives, UPS and Virtual Systems.

Worklog records for Mainframe CIs are included in this template as an example. Worklogs for other CIs can be migrated by creating additional mappings using the same technique.

CMDB CI Relationships

(Release 2). Includes CI relationships for Components, Hosted System Components, Dependencies, Members of Collections and Impact Only relationships. Also includes all People/CI relationships. The Class CI templates above must be run before this one.

If no corresponding CI record is found in Service Now then the record migration is skipped.

SLA Definitions

(Release 4). This template is used to migrate service targets and related schedules from BMC Remedy to ServiceNow equivalent.

As part of this template definition, additional custom fields are mapped to the ServiceNow SLA Definitions table (contract_sla). These are required to show the original values in ServiceNow for reference purposes.
The following custom fields should be created before opening the table mappings:

Legacy Terms and Conditons (String 255)
Legacy Start Condition (String 255)
Legacy Stop Condition (String 255)
Legacy Exclude Condition (String 255)
Legacy Description (String 255)

After creating these fields, close and re-open this template to reveal the corresponding field mappings.

Please read the full notes under this template for more information.

Contract Management

(Release 2). Includes Contract, Terms and Conditions, related financial records, related CIs and Software Certificates.

Incident and Problem Management

(Release 8). Incidents, problems, relationships, related tasks etc, includes support for multi-tenant migrations for specified company. 

It should be run AFTER the migration of all foundation data.

It should also be run AFTER the migration of CMDB records if CIs are related to the Incidents and
problems selected for migration and you want you want to maintain these relationships.

Incident to Case

(Release 1). This template is used to migrate Incidents from BMC Remedy to Case records in ServiceNow.

Change Management

(Release 9). Change Requests, Change Tasks, Relationships, Approval records, Impacted Areas etc, includes support for multi-tenant migrations for specified company.

Note that this migration template requires the use of custom join forms to extract the required data and
attachments for template tasks and template task groups. If you dont need to migrate template task data you can remove these mappings, otherwise you can find the required Join form def file in the resources/remedy/definitions folder of your Precision Bridge installation. Import this file
onto your Remedy server using Developer Studio, then close and re-open this project using the Force Source Cache Refresh option.

Knowledge Management

(Release 7). Knowledge categories, Knowledge articles (including attachments and images), Feedback records etc, includes support for multi-tenant migrations for specified company.

Note that to avoid issues with the Service Now HTML Sanitizer removing tags and attributes from the
article HTML as it is moved into Service Now, It is recomended that the 'HTML Sanitize' attribute on the
'Article body' field on the Knowledge target table be set to 'false' while migrations are being run.
The attribute should be reset to 'true' once migrations complete for security reasons.

Service Request Process Flows

(Release 2). This template is used to migrate Process Definition Templates (PDTs) from BMC Remedy to corresponding Workflow in Service Now.

NOTE: The workflow is created in a checked-out state and should be manaully checked before publishing.
In particular condition activities must be updated to set the correct condition based on the original condition in Remedy which is migrated to the Condition Notes field.

Service Request Definitions

(Release 16). Migrates Service Request Definitions, categories, approvals, questions, entitlements, attachments etc. with option to restrict by company for multi-tenant migrations. 

This template also includes the option to generate execution plans and tasks based on the process
definition template (PDT) linked to the SRD. If you want to generate ServiceNow workflow instead, use
the R2S SRD Process Flow template and run that before running this template.

This mapping requires the use of a Remedy Join form which must be imported onto the source server.
The Join form definition can be found in the ITSM Bridge Resources folder with the installation.

Service Requests

(Release 4). This template is used to migrate Service Requests from BMC Remedy ITSM to ServiceNow.

It should be run AFTER the migration of any dependent foundation data and AFTER the migration of the Service Request Definitions and Service Request Process Flow (PDTs) that
the corresponding requests relate to.

The migrated Catalog Items in ServiceNow must be activated and the workflow must be published in
ServiceNow before any projects based on this template are executed.

Kinetic Service Requests

(Release 1). Migrates Kinetic Request Service Items and related questions to Service Now Record Producer equivalent.