—

Onboarding Architect Remedyforce

October 21st, 2015Dale Jones

Remedyforce SaaS Help Desk and IT Service Management for Salesforce Tech TalkMigrating Data into Remedyforce

Agenda• Remedyforce data migration - overview• Data migration considerations• Data migration methodology• Apex Data Loader• Final thoughts

Remedyforce Data Migration Data Migration: The movement of data from an existing system (legacy or prior) to a new system.

—

02Data Migration Considerations

Remedyforce Data Migration When making a major change to an ITSM system, such as moving from one tool to another or adding new organizations to an existing tool, decisions have to be made about what to do with the information from another system. • Should data be brought over into the new tool? • Does the complexity of migrating the data match the value of having the

data in the new system?• What data should be brought over, and what is best served by placing

the data in a backup for as-needed access?

Data migration considerationsWhy data may need to be kept:• Historical reporting • Legal (or regulatory requirements) • Contractual requirements • Starting point for a new system

Data migration considerations and alternativesSome data migration options:• Archival solution option

• All data accessible from an archival solution• All data accessible via database searches or reporting • Potential links to data from Remedyforce (URL)

• Partial data migration option• Migrate organization data (Categories, Templates)• Migrate open records or 3 months worth of historical data

• Full • All data migrated

Data migration considerations and implications

Implications of data migration• Data migration will cause customizations to new system• The more data migrated the more time and effort and cost

to complete the project • The more objects migrated the more time and effort

(Incident, Problem, Change… attachments, notes, associations…)

Data migration considerations and implications

Implications of data migration • Data migration typically doubles the effort, timeline and cost

of an initial install of Remedyforce• Customizations will cause help and user training to be

different than out of the box materials

—03Data Migration Methodology

Data Migration Methodology• High level analysis, design and overview• Extraction plan• Data cleanup• Data mapping • Testing plan• Recovery plan• Initial data load• Delta migrations• Go live

Data Migration Methodology

• High level analysis, design and overview

Data Migration Methodology

• Extraction plan

Data Migration Methodology

• Data cleanup

Data Migration Methodology

• Data mapping • make sure you have

a unique identifier that can be leveraged to sync data multiple times. This allows for validation and additional cleanup

Data Migration Methodology

• Testing plan

Data Migration Methodology

• Recovery plan

Data Migration Methodology

• Initial data load

Data Migration Methodology

• Delta migrations

Data Migration Methodology

• Go live

—04Apex Data Loader

Apex Data Loader

There are many tools that can be leveraged for moving data in and out of Remedyforce. Data Loader is just one tool, but it has one advantage: Data Loader has a download link packaged and built right into the Salesforce platform.

Apex Data Loader• Download• Security token• Login• Data Loader Settings• Export• Import

Apex Data Loader

Apex Data Loader

Apex Data LoaderSubject: Sandbox: Your new Salesforce security tokenImportance: High We've sent you a new Salesforce security token because you recently changed your password or requested to reset your security token. Use this updated security token with API or desktop clients that require it. Username: rfadmin@bmc.com.sandbox7Security token (case-sensitive): Crf0KmNTypg16gwDl54rp0M7 For more information on using your security token, see Reset Your Security Token at https://help.salesforce.com/HTViewHelpDoc?id=user_security_token.htm.

Apex Data Loader• LoginUser Name: SampleUser@Company.comPassword/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC

Apex Data Loader• Export• Import

Apex Data LoaderData Loader Useful Tips• Very powerful tool that can be very productive in the right hands• Very destructive in the wrong hands • Always perform backups• Login server setting needs to be set to

• https://test.salesforce.com for sandbox servers• https://login.salesforce.com for production servers

• Time zone in settings needs to match the time zone for the data that is about to be imported

Data Cleanup• Data Cleanup Formulas

• Date/Time formatting• Format a date example of Date/Time = “1/7/2015 5:25:50 PM EST” would

convert to 2015-01-07T17:25:50.000Z• =TEXT(C9,"yyyy-mm-ddThh:mm:ss.000Z")

• Lookup fields• Get the GUID for the user column to be import• =VLOOKUP(E2,usersAllUAT.csv!$A:$B,2,FALSE)

• Concatenating data• Example Last Name and First Name• =CONCATENATE(A9," ",B9)

—04Final Considerations

Top Five Take-Aways1. What are the business needs to migrate the data?2. Can an archival solution be leveraged?3. Leverage custom fields where a migrating field does not fit cleanly into a

Remedyforce out of the box field4. Data Loader exports can help you understand your data in your Remedyforce

system5. Invest in the time for upfront data migration documentation

Final Considerations• Look at an archival solution – reports can pull from multiple

sources• If migrating data, make sure you have a unique identifier that

can be leveraged to sync data multiple times. This allows for validation and additional cleanup

• Limit customization to new system. Additional fields are a better solution than a customization to an existing field

• Visit https://communities.bmc.com or http://www.bmc.com/it-services/remedyforce-services.html

—

Bring IT to Life.™

Thank You