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118
Migrating data from Altiris® Helpdesk Solution
About working Helpdesk Solution incidents in ServiceDesk
About working Helpdesk Solution incidents in
ServiceDesk
Migrating categories from Helpdesk Solution
Helpdesk Solution incident data and corresponding ServiceDesk
Table 8-3
incident data (continued)
Data in Helpdesk Solution 6.x
Ticket number
ServiceDesk can use incident data from an installation of Helpdesk Solution 6.5.
See
"About migrating data from Helpdesk Solution"
During the migration, for each Helpdesk Solution incident, a task that has the
same priority is created in ServiceDesk. The data from the Helpdesk Solution
incidents sets the status, title, priority, and description of the new ServiceDesk
tasks. The new tasks are assigned to the Migrated Incidents category so that they
are easily distinguished from ServiceDesk incidents.
See
"How Helpdesk Solution incident data corresponds to ServiceDesk incidents"
on page 117.
The support technician works a migrated incident by opening its task in
ServiceDesk. When the incident reaches a specific status, the copy of the incident
in ServiceDesk is closed. The statuses that trigger the closure are selected during
the incident migration process.
Warning: The Helpdesk Solution incidents remain on the Helpdesk Solution server
and they are linked to the ServiceDesk incidents throughout their life cycle.
Therefore, do not delete or shut down the Helpdesk Solution server immediately.
Monitor the Migrated Incidents category in ServiceDesk and when all its incidents
are closed, then it is safe to shut down Helpdesk Solution.
You can migrate the categories from Helpdesk Solution 6.5 so that you can use
them in ServiceDesk. If you did not migrate categories at the end of the ServiceDesk
installation, you can perform the migration in the ServiceDesk portal.
Category migration can be run multiple times.
Data in ServiceDesk 7.0 MR2 and later
Added to the task Name (title) and
Description
on page 113.
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