I need your help and maybe some ideas.
We are currently gearing up to implement ServiceDesk 7.0 (or 7.0.1 if we decided to use the patch) and we need to move the open Heat tickets to the new system.
I know that the first thought that would come to mind, is just export them out and bring them back in using some type of data mapping. Great idea, but one major issue, SLA.
The Heat system has a basic SLA package installed, so issues that are open already have time consumed. Also from what I have read, the SLM module of ServiceDesk uses the date that incident was moved to one status to another.
So for example if Heat issue has 5 hours left on an 8 hour sla, and I bring it into Remedy, the issue would be set back to the 8 hour SLA (as defined).
We are looking at about 500 to 800 open issues that would need to be moved over.
Any ideas?
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Howard Richter
Remedy ServiceDesk Manager
Red Hat Certified Technician
CompTIA Linux+ Certified
Cedar Crestone Managed Services Center
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