Can ServiceDesk 7 migrate data from Helpdesk 6, such as its incidents, contacts, workers, assets, and business rules?
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.
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:
ServiceDesk 7.0 MR2 User's Guide
ServiceDesk 7.0 MR2 Implementation Guide