Today we will be looking at record level data segregation for a SaaS help desk solution in the cloud- Remedyforce. Remedyforce is built on Salesforce App Cloud for IT Service Management. This functionality will allow us to filter access at the record level. As it pertains to Remedyforce, this means who can see which help desk tickets and more importantly: Who can edit said help desk and service management tickets.
5. 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?
6. Data migration considerations
Why data may need to be kept:
• Historical reporting
• Legal (or regulatory requirements)
• Contractual requirements
• Starting point for a new system
7. Data migration considerations and
alternatives
Some 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
8. 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…)
9. 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
11. 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
15. 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
22. 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.
23. Apex Data Loader
• Download
• Security token
• Login
• Data Loader Settings
• Export
• Import
26. Apex Data Loader
Subject: Sandbox: Your new Salesforce security token
Importance: 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.sandbox7
Security 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.
27. Apex Data Loader
• Login
User Name: SampleUser@Company.com
Password/Security Token:
myPasswordGwCiI0DdWHOMRai68lZVaPABC
30. Apex Data Loader
Data 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
31. 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)
33. Top Five Take-Aways
1. 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 field
4. Data Loader exports can help you understand your data in your
Remedyforce system
5. Invest in the time for upfront data migration documentation
34. 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
Today we will be looking at migrating data into Remedyforce- a SaaS help desk solution in the cloud. Remedyforce is built on Salesforce App Cloud for IT Service Management. We will consider The movement of data from an existing IT service management or help desk system (legacy or prior) to a new high-speed IT service management that is built on the Salesforce App Cloud. You can deliver better more thorough digital services if you migrate the right data over.
Quick look at the agenda:
Remedyforce Data Migration
Data Migration Considerations
Historical
Legal
Contractual
Starting Point
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
Final Thoughts
Items to consider
Summarize
DJ Add Notes
DJ Add Notes
DJ Update
Historical Reporting – There is a need to access historical information on a frequent basis.
Legal (or Regulatory Requirements) – Certain rules/regulation require retention of data in a readily accessible system for a period of time.
Contractual Requirements – There may be customer or organizational contracts in place to have the data accessible for a period of time.
Starting Point for a New System – Migration of open requests or last 3 months of data or system foundational data (eg. menus and organizational information).
There are many reasons to migrate data to the new system, and just as many alternatives to migrating all the data
DJ Update
DJ Update
Stage
Notes
High Level Analysis, Design and Overview
Owner of Data (Old and New)
Volume of Data (Dig Deep – for relationships) (Attachments, Notes, Relationships
Type of Data
Sources of data
Are Attachments being migrated
Geographic Concerns (Languages, Lawes that data can not leave the country)
Security Concerns (Data has to be encrypted, privacy, record sharing)
Archival Solution (Either needed now or should be planned for the future to keep data volume limited)
Extraction Plan
How data is pulled from the existing system.
What is pulled and what is not pulled from the existing system.
Data Cleanup
How data is cleaned to match the new system requirements.
If there are a lot of data issues with the current system. These issues need to be addressed before or during the migration. Nothing worse than migrating bad data.
The old saying “Garbage In Garbage Out”
New required fields but the old system does not always have a value in this field
Data validation rules in new system that were not enforced in the legacy system
Data size issues (Size limits on new system) (Create a plan to deal with large data records) If increasing the size of a field know the ripple effect. That data map get pushed to another object and that field also needs increasing.
Data Mapping
Map the existing Application to the New Application
i.e. Existing ITSM System will be moved to Remedyforce
Map the existing forms to the new forms
i.e. Help Desk data will go to Incident object in Remedyforce
i.e. People data will go to User Object in Remedyforce
Map the existing fields to a new field or multiple fields on the new System
Incident # - External Ticket
Status – Status
Field A, B, C concatenated into Description
…
Testing Plan
How to validate the data was moved successfully
Normally done with record counts and reports with counts
Perform spot checks to make sure the data mapping was successful
Recovery Plan
How is data recovered or fixed if a discrepancy is found
Leverage a Unique Identifier field for cleanup
Leverage Data Loader Upsert or Update
Initial Data Load
Load all needed data into the new system
Make sure a unique identifier exists in both system (IE Ticket Number or Employee ID)
This allows data to be validated in the new system months before go live
Delta Migrations
This allows for data that has changed since initial Data Load to be loaded multiple times before the go live
This allows for discrepancies or process changes to be address
This allows for practice of the Go Live Delta migration multiple times
This also limits the amount of data that is migrated during Go Live, which limits the outage and Go Live validation
Stage
Notes
Go live
Old System switched to Read Only (Still accessible for compares and validation
Final migration of the changed data since the last Delta Migration
Instructions for using Data Loader
Open Salesforce/Remedyforce
Navigate to Setup, Administration, Data Management, Data Loader
Press the “Download the Data Loader” link
Run Install exe
User Name: SampleUser@Company.com
Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
Security Token Email
User Name: SampleUser@Company.com
Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
Login
User Name: SampleUser@Company.com
Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
Settings
Server Host
Time Zone
Instructions for using Data Loader
Open Salesforce/Remedyforce
Navigate to Setup, Administration, Data Management, Data Loader
Press the “Download the Data Loader” link
Run Install exe
Get Security Token (Personal Setup, Reset My Security Token)
You will get an Email similar to the following:
Launch Data Loader
Login
User Name: SampleUser@Company.com
Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC