Can ServiceDesk 7 migrate data from Helpdesk 6?

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Article ID: 178538

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ServiceDesk

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Question
 

Can ServiceDesk 7 migrate data from Helpdesk 6, such as its incidents, contacts, workers, assets, and business rules?

Answer
 

ServiceDesk 7 can import certain data from Helpdesk 6, however, this depends on the data type to be migrated. To answer this question directly, ServiceDesk 7 only migrates Helpdesk 6 open incidents, categories, and knowledge base articles. The following describes how migration works in more detail.

 Notes: (1) ServiceDesk 7 does not use the Notification Server 7's "Data Migration Wizard", which can be invoked at the end of an installation of a product in Symantec Installation Manager (SIM). Migration of Helpdesk 6 data to ServiceDesk 7 is performed during the ServiceDesk server install, or post-install using the ServiceDesk user interface only. The Data Migration Wizard link in SIM will therefore not work. (2) The MR2 update does not change how ServiceDesk migrates data, as discussed below, from Helpdesk. There are no current plans to change how this works.

  • Incidents. Incidents from Helpdesk 6 can be migrated to ServiceDesk 7. This works only if (1) the incidents' Status is "Open", and (2) the Helpdesk 6 server continues to run after the migration. This does not actually copy incidents over, but makes tasks, not tickets, based on the incidents in Helpdesk 6. When these are accessed, they open a Helpdesk 6 console, directly accessing the Helpdesk 6 incidents. This requires the Helpdesk 6 server to contineu running to enable these incidents to be accessed via ServiceDesk 7. Instructions on how to do this are found in the ServiceDesk 7.0 Implementation Guide under "Migrate Helpdesk Incidents", and, in the following related article:

    How to migrate Helpdesk 6 incidents to ServiceDesk 7
    http://www.symantec.com/business/support/index?page=content&id=HOWTO10575
     
  • Categories. Categories from Helpdesk 6 can be migrated to ServiceDesk 7. These are copied to ServiceDesk as new categories. Instructions on how to do this are found in the ServiceDesk 7.0 Implementation Guide under "Migrate Helpdesk Categories". Note: Helpdesk 6 category migration is currently limited to 300 maximum categories.
     
  • Knowledge Base articles. Knowledge Base articles from Helpdesk 6 can be migrated to ServiceDesk 7. These are copied to ServiceDesk as new articles. This can be accessed by going into ServiceDesk to Submit Request > ServiceDesk > KB Migration. Note: There is currently an issue that results in Helpdesk 6 Knowledge Base articles failing to migrate. This has been corrected by a hotfix. Refer to the following article for more information:

    KNOWN ISSUE: Trying to migrate Helpdesk 6 knowledge base articles into ServiceDesk results in the warning "No Topics Found for this Category"
    http://www.symantec.com/business/support/index?page=content&id=TECH127648
     
  • Business Rules. Business rules from Helpdesk 6, such as Automation, Incident, Notify, Notification, and Routing rules, do not migrate to ServiceDesk 7. These must be programmed into ServiceDesk 7 Workflow projects using Workflow Designer. This process is considered a customization.
  • Contacts, Assets, Contact-to-Asset Associations. Contacts, assets, and contact-to-asset associations (i.e., the relationship between a specific contact and the assets they own) from Helpdesk 6 do not migrate to ServiceDesk 7, however, most of this same data can still be accessed but in a different way. Helpdesk 6 synchronizes this data into its own database from Notification Server 6. In ServiceDesk 7, this Notification Server 6 data can be migrated into Symantec Management Platform 7 and CMDB 7. ServiceDesk 7 then accesses this directly without needing to synchronize it. For more information on this process, please refer to the section Synchronization Technical Information. Note: This migration brings over data as it exists in Notification Server 6, therefore, any contacts, assets, or contact-to-asset associations that were created directly in Helpdesk 6 do not migrate.
  • Workers. Workers from Helpdesk 6 do not migrate to ServiceDesk 7. Workers in Helpdesk 6 existed as a worker and as a Notification Server 6 security role (such as Level 1 Worker). Workers in ServiceDesk 7 are created by importing users from Active Directory, or by manually creating them. This process combines the worker and security role into a user account, which can then be granted privileges based on their role.
  • All Other Items. All other items, such as the Quick Incidents, queries, out of box reports, email templates, email inboxes, configuration changes, etc., from Helpdesk 6 do not migrate to ServiceDesk 7. These all need to be re-created.
  • Customizations. Any customizations, such as custom reports, modified web pages (*.ascx pages), stored procedures, lookup fields, etc., from Helpdesk 6 do not migrate to ServiceDesk 7. These need to be re-created.

Synchronization Technical InformationServiceDesk 7 does not "synchronize" data from Symantec Management Platform 7, Asset Management 7/CMDB 7, or Inventory Solution 7, unlike Helpdesk 6, which synchronizes data from Notification Server 6, Asset Management 6.5/CMDB 6.5, and Inventory Solution 6.x. This data, contacts and assets, is now directly accessed by ServiceDesk 7. The following describes how this works in more detail:

  • Helpdesk 6 and Notification Server 6/Asset Management 6.5/Inventory Solution 6. Helpdesk 6 synchronizes data from Notification Server 6/Asset Management 6.5/Inventory Solution 6.x for its contacts and assets. This brings data in from these three areas in the Notification Server 6 database (Altiris) to the Helpdesk 6 database (Altiris_Incidents). Workers are manually added. Note: Notification Server 6 can bring in users (contacts) and assets from an Active Directory import, however, Helpdesk 6 has no direct Active Directory import function. Helpdesk 6 indirectly synchronizes data from Active Directory by way of the Notification Server 6 Active Directory import.
  • ServiceDesk 7 and Symantec Management Platform 7/Asset Management 7/CMDB 7/Inventory Solution 7. ServiceDesk 7 directly accesses the Symantec Management Platform 7/CMDB 7 database (Symantec_CMDB) for its contacts and assets. This includes any that were migrated from Notification Server 6 during the Symantec Management Platform 7 installation or post-installation migration. ServiceDesk 7 can bring in workers (users) from its own Active Directory import, which are saved to its own database (Ensemble). 

Related Resources

ServiceDesk 7.0 MR2 User's Guide
http://www.symantec.com/business/support/index?page=content&id=DOC2152

ServiceDesk 7.0 MR2 Implementation Guide
http://www.symantec.com/business/support/index?page=content&id=DOC2151