Halo ITSM Data Migration Checklist

Moving your data to Halo ITSM might seem challenging, especially when leading with large records. But fear not! With a migration plan and an automated Help Desk Migration service, your Halo ITSM data transfer is on track for success. Move incidents, agents, contacts, and more with just a few clicks, all without downtime.

What Migration Wizard Can Import to Halo ITSM

What Data Won’t Be Imported

Our data migration tool can’t shift ticket tags, custom fields for organization and contacts, macros, triggers, automation, and other settings.

Before You Start Data Migration

To ensure a successful Halo ITSM data transfer, go through these preparation steps.

Data Migration Process Planning

Every data migration is unique, and there's no one-size-fits-all solution for every data transfer. From our experience, we've pinpointed two methods:

1. Automated data migration or DIY migration
2. Custom data migration
3. Automated or custom data migration + Delta migration

If you require assistance with planning and carrying out your data migration, reach out to us. We're here to help you build your migration project.

Pre-migration Settings on Halo ITSM Account

For a smooth Halo ITSM data migration, follow these steps:

1. To connect Halo ITSM, you need to fill in

a. Authorisation Server: Go to Configuration → Integrations → Halo PSA API → Authorisation Server.
b. Tenant: Open Configuration → Integrations → Halo PSA API → Tenant.
c. Client ID: Navigate to Configuration → Integrations → Halo PSA API → View Application → New.
d. Client Secret: Hover over to Configuration → Integrations → Halo PSA API → View Application → New.

2. Add all source agent profiles you need to shift to Halo ITSM and ensure they have accepted the team invitation. Go to Configuration → Teams & Agents → Agents → New → Details → Preferences → Save.

3. Set up all source groups you need to move to Halo ITSM to enable group matching. Navigate to Configuration → Teams & Agents → Teams → New → fill in Details, Agents, and Other → Save.

4. Create custom fields that correspond to the source values. Hover over to Configuration → Custom Objects → Custom Fields → New → provide Details and Visibility Restrictions → Save.

5. Deactivate Approval Process to ensure incident tickets transferred accurately. Click Configuration → Tickets → Ticket Types → open a ticket type → Edit. Choose No in the Start an Approval Process field. Then press Save.

6. Switch off notifications during data migration. Navigate to Configuration → Notifications → General Settings → clear the checkboxes next to all notifications.

Setting Up Data Transfer to Halo ITSM

Start your smooth data migration by setting up a free Demo Migration. It helps you test-drive migration settings before the big move. You can re-run your Demo as many times as needed to perfect everything.

Here's a simple guide to begin your Halo ITSM data migration:

Step 1. Sign Up for the Migration Wizard Account

Set up a Migration Wizard account using Google, Microsoft, or your work email. If you choose the work email, confirm it by following the instructions sent to your email.

Step 2. Connect Your Source and Target Platforms

Depending on your help desk or service desk, you may need various access credentials (i.e., a URL, API token, or logging in with your platform account) to connect your source and target platforms.

The Migration Wizard gives handy tips as you go, making the connection process smooth.

To connect Halo ITSM as your Target platform, provide Authorisation Server, Tenant, Client ID, and Client Secret.

Step 3. Choose What Data Object to Transfer

Pick the customer service data you want to move to Halo ITSM, then map groups, agents, tickets, and articles.

Step 4. Match Groups

Select 'Match items' to map groups between the Source and Halo ITSM. For unassigned tickets or deleted groups, choose a default one. Plus, you can create any missing groups -whether it's one or multiselect!

Click 'Save matching' to proceed. Use 'Auto match' for groups if you run the Free Demo again.

Step 5. Match Users

Match users between Source and Halo ITSM users. If you've any unassigned, inactive, or deleted users, pick a default user to those records. In Migration Wizard, you can add any missing user profiles right to Halo ITSM while matching.

Hit 'Save matching' to move on to the next step in mapping your data.

Step 6. Map Tickets

Selecting the ticket checkbox opens a window to map ticket fields. System fields like subject, organization, and group are automatically mapped. Navigate to default and custom ticket fields.

For custom field mapping, make sure to set them up in Halo ITSM beforehand. Once everything is set, click 'Save mapping' to proceed.

Step 7. Map Articles

Select ‘Map items’ to match article fields. Here, you can map article statuses between your Source and Halo ITSM accounts. Once you're finished, hit 'Save mapping' to move forward.

Step 8. Out-of-the-box Customization Options

The pre-built customization options depend on the specific data migration pair. For example, if you're moving from Zendesk to Halo ITSM, here are your customization choices:

• Import inline images as ticket attachments. Keep all details of your customer communication history even if your Source platform is down.
• Skip attachments. By default, Migration Wizard moves all attachments, but you can skip them for storage efficiency or a quicker data migration.
• Move call recordings as attachments for easy future access.
• Use "Demo with custom data" to move 20 chosen tickets and articles for a preview.
• Transfer side conversations into private notes to keep customer context.
• Migrate content translations to keep your Help Center multilingual.

Once you're done mapping data, click 'Continue.' If you missed anything, the Migration Wizard will remind you to review it.

What to Do After the Demo Data Migration

After finishing your Free Demo to Halo ITSM, follow these steps.

Assessing Demo Results

It's important to check the Demo migration results because the process mirrors the Full Data Migration. If some records weren’t imported in the trial migration, they won’t be extracted in the Full Data Migration.

Open reports for migrated, skipped, and failed records, and verify each by checking IDs on the Source platform and Halo ITSM.

What to Look for When Checking Migrated Records

• All comments were moved, and the authors remain the same.
• Tickets are correctly assigned to users.
• Contacts and organizations migrated accurately.
• Articles migrated with their original statuses.
• Attachments were transferred as expected.
• The Demo data wasn't affected by automation rules.

Managing Suspended Demos

If your Free Demo gets suspended, stay calm and let our support team assist you in resolving the issue. Ensure they have access to your Halo ITSM data migration for a quick resolution.

If you encounter any failed reports, identify the issue by checking record IDs. If possible, fix the problem, tick the 'I've fixed errors' box, and restart the Demo.

Choose Support Package

No matter the size of your data migration project, Help Desk Migration has support that fits. Whether you prefer basic help or need extras like Delta, re-migration, or Interval migration, pick the support plan that suits your data transfer requirements.

Explore the extra perks provided in Premium and/or Signature plans:

Price Breakdown and Payment

Review the detailed price breakdown to get a clear explanation of the Full Migration cost.

Once you're ready, input your billing details and click ‘Submit order’ to finalize the payment.

Grant Access to Your Team and Customize the Migration Name

The mapping step might seem a bit tricky, so feel free to get a hand from a colleague by sharing your Halo ITSM data transfer.

You're in control—you can grant full or restricted access, and if needed, you can revoke it.

If you're handling multiple data migrations, give each a unique name for quick and easy recognition.

Start Full Data Migration

Once your payment is confirmed, you can start or schedule your data transfer. Avoid last-minute changes in your source platform for a hassle-free migration experience.

The data migration duration depends on the number of records; on average, about 2000 tickets per hour. Need it faster? Ask your vendors to boost your API limits—just give us a heads-up before diving into Full Data Migration.

If any questions appear, our support team is here for you. Your seamless Halo ITSM transfer is our priority.