Migrating Data From Remedyforce to Ivanti

Precision Bridge provides two templates to assist with this use case for Incidents and Service Requests. This article details how these two templates work and what pre-requisites there are for their successful use.

Incident Migration

Remedyforce stores both incidents and service requests in the incident table (BMCServiceDesk_Incident__c)

These can be filtered to include incidents only using [BMCServiceDesk__Type__c] = 'Incident' 

Service Request Migration

Again, these are located in the same table as Incidents.  These can be filtered to include service requests only using [BMCServiceDesk__Type__c] = 'Service Request' 

Before Running the Migration

1. For Incidents, define the mappings between Remedyforce Incident Categories and Ivanti Service/Category/Sub Category combinations. These are defined in a csv file within the project folder located at <Project Folder>\CSVLookups\Service Categorisation.csv. You should ensure there is a mapping for each of the categories referenced in the set of incidents you are migrating.
2. For Incidents, define the mappings between Remedyforce Queues and Ivanti teams. These are defined in a csv file within the project folder located at <Project Folder>\CSVLookups\Teams.csv. You should ensure that there is a mapping for all queues referenced in the set of incidents you are migrating.
3. For Service Requests, define the mappings between Request Definitions in Remedyforce and Ivanti Request Templates. These are defined in a csv file within the project folder located at <Project Folder>\CSVLookups\Service_Request_Definitions.csv. You should ensure that there is a mapping for all request definitions referenced in the set of service requests you are migrating.
4. Ensure that all Salesforce Staff users are created as employees in Ivanti with the same email address. These users must also be members of the appropriate groups.
5. Ensure that all customer/client users referenced as the client in the source ticket are created as contacts in Ivanti with the same email address.
6. For incidents, endure all CI's referenced by the migrated tickets exist in the Ivanti CMDB with the same name.

Project Variables

When running the project, you will need to specify the following:

• A numeric offset to add to incident/service request/task numbers. This is designed to prevent any overlap of the numbering when migrating to an Ivanti instance that already contains tickets.
• The default Team to assign Incidents/Service Requests to in Ivanti. The team is mandatory in Ivanti, so this needs to be set even if a queue is not specified in the Remedyforce Incident/Service Request.
• The default Team to assign Tasks to in Ivanti. The team is mandatory in Ivanti, so this needs to be set even if a queue is not specified in the Remedyforce Incident/Service Request.

Scope of the Template

The template will migrate the basic content of the incident, including status, impact, urgency, categorization and assignee details. You may choose to add additional mappings to migrate any other information deemed important, including custom field values.

Any CI references will be added as Links to the migrated Incident.

Attachments and Journal Notes will be added to the incident. 

For Service Requests, any parameters specific to the Service request will be appended to the Service Request Definition. The template does not support generation of Parameter Input values in Ivanti.

Migration of SLA details is not supported by the template.

Potential Issues

Ivanti will validate any inserts and/or updates being pushed into it from Precision Bridge. Any custom validation added may affect the success of the migration process. If Ivanti rejects incident migration an error message will be reported back to PB and this can be found in the Execution report entry for that record.

Categorization, Teams and Assignees are inter-linked, so issues may occur if these relationships are not defined correctly in Ivanti.

Note that Ivanti may add additional journal entries as part of the migration and can also trigger notifications as tickets are migrated. It may be required to disable these notifications if migrating into a live Ivanti Server.