The heavily customized HPD:Helpdesk form in our ITSM 5.5.1 app is so different from the ITSM 7.02 HPD:Helpdesk (which needs different customizations for integration to Remedy Knowledge Management and Kinetic Request and to reinstate Login Id and Corporate Id as useful fields) that we are not going to even try to import the data. We have a custom archive form that contains all Resolved/Closed HPD:Helpdesk cases back to 1998 or 1999 that we will move forward in its entirety for people to search old tickets, but it will not be connected to the new ITSM 7 data or application. The differences in categorization and login names for support staff in ITSM 7 (different than customer names due to multi-tenancy restrictions on login name) make it impossible for us to ever connect the old and new ticket data without an excessive amount of effort. Your ticket data may be more compatible in ITSM 6 if you did not customize the form much, but ours has way too many custom fields. Like almost all ITSM 7 implementations, it is a migration to what is essentially a completely different product, not an upgrade.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer Sent: Wednesday, September 26, 2007 11:35 AM To: arslist@ARSLIST.ORG Subject: Helpdesk 6 to Incident Mgmt 7 Migration ** Fellow Listers, I was wondering if anyone has an experience / recommendations regaring moving the tickets from HelpDesk 6.x to Incident Management 7.x? The 7.x installation will be fresh on a clean box. All systems are Windows based architecture. Regards, Ben Trimmer * * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * * * * * * * * * * * * * * * * * * * Unless otherwise indicated or obvious from the nature of the transmittal, the information contained in this email message is CONFIDENTIAL information intended for the use of the individual or entity named herein. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender using the above contact information or by return email and delete this message and any copies from your computer system. Thank you. __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
