Open Ticket Migration

WEVO Group has developed an Open Incident Migration Process, click link to watch video, for ServiceDesk 7.5. This Open Incident Migration Process facilitates the recreation of open ServiceDesk Incidents, at stage 1, from your 7.1 Sp2 environment to your new 7.5 environment. Used in conjunction with Symantec's closed Incident Migration process you will be able to easily move your incidents over from your previous version of ServiceDesk to your new 7.5 environment. The biggest benefits of this process are:

• Ability for your technicians to use the 7.5 environment solely on the first day of your cutover.
• Incident reporting on your 7.5 instance will reflect all historical data quicker.
• Provided Admin Portal will allow your technicians to view and work un-migratable incidents on you Sp2 environment from your 7.5 environment.

This process is a benefit of using WEVO Group as your SD7.5 implementation partner. I will explain stage 1 incidents as that is a term that we developed at WEVO. Stage 1 incidents are incidents that have not been escalated or had sub tasks created for them. They are basically incidents that are at their first dialog workflow or human interaction. Once an incident has moved past their initial routing point, been escalated or had sub tasks created for them, it is impossible to migrate them to their exact same stage in the 7.5 environment. This is because we are unable to edit the ServiceDesk's Incident process, because in 7.5 all ITIL processes have been locked. Remember, we provide you with an admin portal that allows you to work those few incidents that couldn't be migrated from your 7.5 environment.

For those of you who are used to the earlier versions of ServiceDesk and being able to edit every process this may come as a shock to you. Basically Symantec has decided, and I agree, that the only way to provide ServiceDesk customers with a more product like feel and easier upgrades is to lock the core processes. They have also provided the rules engine in 7.5 that allows you to configure the Incident and Change processes from the process manager instead of having to dive into the code, as you used to. The downside for workflow guru's is less customization ability and the upside is easier upgrades to new versions. There are ways to make customizations through the ORM and through the Process Type Actions but we will get into those in another blog post.

The WEVO Group's Open Incident Migration Process is provided for free to WEVO clients that engage us to make their ServiceDesk 7.5 transition. If you would like more information about our SD7.5 Open Incident Migration Process, please contact Erik Tversland or fill out our info request form.