Migrate Your ITSM To And From Freshservice With HDM

Today, we’ll talk about a Freshservice - a service desk system that aims to help your team members work better and faster at minimum cost. We’ve mentioned it many times on our blog already, so you might be wondering why we decided to bring up the solution this time. Well, we have some good news – recently we made the migration of ‘Tasks’, ‘Problems’ and ‘Changes’ possible. While we’ve all heard about tickets and their importance to business development, these entities complement the tickets for even better performance. Led by this, our software engineers worked hard to make such transfer possible.

What are Tasks, Changes, and Problems?

If you don’t know what any of these entities are or how you can benefit from them, don’t worry. We’ll take some time to explain it to you:

Tasks. A task is basically a checklist. By creating a task, you’re making sure that your ticket will be solved. Tasks are especially useful if you have to engage an agent from another team to complete something before you can resolve the issue. You can assign tasks to a specific agent, so tickets can be resolved by the exact person you want. Moreover, you can split the tasks among various agents if you have a complex ticket that requires a lot of work.

to show tasks in freshservice

Changes. Changes are essentially any modification (addition or removal) that affects the usual work of IT services. These changes can relate to different spheres, including tools, metrics, documentation, processes, and so on. Once you request a change, a team is required to plan its execution. You can set different levels (standard, non-standard) to changes, depending on their urgency and importance.

to show how changes look in freshservice

Problems. A problem is a cause of an incident (unplanned interruption to an IT service). For the problem to be solved effectively and in the shortest time possible, it has to be described in detail. Once the problem has been issued in a proper way, a solution is determined to deal with the issue.

to show how problems look in freshservice

How the entities migrate

Now that you know what Tasks, Changes, and Problems are, it’s essential to learn about some peculiarities. These peculiarities differ depending on whether you’re migrating to or from Freshservice.

When migrating from Freshservice:

  • Changes – note attachments do not migrate;
  • Problems – note attachments do not migrate;
  • Any formatting doesn’t migrate, because there’s no HTML API support.

When migrating to Freshservice:

  • Changes – note attachments do not migrate;
  • Problems – attachments and note attachments do not migrate as well as due date. The migrated problem will have a default date;
  • Any formatting doesn’t migrate, because there’s no HTML API support.
Note: You can only migrate ITSM records if such entities exist on both source and target platforms. If you’ve chosen our tool for transferring your records, keep in mind that as of this moment Problems, Changes and Tasks can only be migrated in such cases - 'Freshservice to Freshservice', 'ServiceNow to Freshservice', 'Freshservice to ServiceNow', or 'SolarWinds Service Desk (Samanage) to Freshservice'. If you’re using any other platform, drop us a line and we’ll see what we can do for you.

How the whole process goes

If you’re planning to have a data import to Freshservice, don’t postpone it. By hesitating, you’re slowly putting off the date when you can finally enjoy your work with Freshservice to the fullest. Moreover, with our automated migration tool, you can transfer a whole list of records:

  • Help Desk Data: Ticket, Contacts, Organizations, Agents, Groups, Attachments, Public and private notes, Comments, Creation date, Tags, Custom fields;
  • Knowledge Base Data: KB articles;
  • ITSM: Problems, Changes, Tasks, Public and Private notes, Custom fields, Creation dates, and Attachments (only for Changes).

You can set up the process of migration in a few minutes. That is possible with the help of our Migration Wizard, which offers high-level automation and security. So, to successfully migrate records from Freshservice to Freshservice, follow the instructions below.

A step-by-step instruction

1. Start by selecting the source and target platform. As you’re performing the data migration between the same platform, Freshservice should be selected in both instances.

freshservice source platform

2. Then, provide all the necessary credentials, including API key and workspace URL. They are required for our system to establish a connection with the platform. Everything is highly confidential, so you don’t have to worry about filling in certain credentials.

freshservice target platform

Note: Different accounts have different API keys. If you don’t know where to find one, check out the article for a detailed guide.

3. Select the records you would like to migrate to a new account. The table usually shows how the names of entities change in the target platform, but as long as you’re migrating between the same service desk, the names will remain the same.

Please note that there are some settings that have to be disabled before starting the migration process in Freshservice in order to make the procedure run smoothly. Feel free to visit our guide on how to disable Workflow, Scenario Automations, Closure Rules, and Change Livecycle and follow the instructions that are listed there before moving on to the next step.

freshservice selecting objects

4. After you’ve selected the needed records for migration, a mapping page will open automatically. A mapping is essentially the process that allows you to find the records easily after the migration. To do so, match the corresponding fields to each other.

freshservice mapping

5. Start a demo. A demo migration is a trial process that mirrors the way Full Data Migration goes. Things just happen on a smaller scale, allowing you to have a free sneak-peek into how the entities will look like on a new platform. Even though you're migrating between the same service desk platform, take your time to check how the demo went. Carefully examine each of the 20 Problems and Changes to avoid any mishaps during the actual migration.

freshservice to freshservice demo results

6. Then, if you’re completely satisfied with the way the demo went, initiate Full Data Migration.

Decided on a migration?

As you can see, everything is that simple. Contact our team and enjoy the results of data migration to a new Freshservice account. Start fresh with the help of our HDM team.

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