This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Merging company or support group data

Overview of merging company or support group data

Data merging involves moving data, including Foundation, process setup, and transactional data, from one data structure to anotherMerging is useful in organizational restructuring or acquisitions.

The Merge target values action on the data wizard allows you to merge data between the following entities:

  • Companies
  • Support groups within a company
  • Support groups across companies

Ideally, you should perform the merge process outside peak business hours to avoid inconveniencing your users.

Notes

  • A user with BMC Remedy Action Request System (BMC Remedy AR System) administrator permissions can merge data.
  • To enable merging of custom forms, the forms must contain the Assignee Group (field ID 112) and Assignee Group Parent (field ID 60989) fields.

Merging data from one company or support group to another results in the following updates:

  • All transactional data and all associations that refer to the source company or support group whose data is being merged are updated to reference the target company or support group into which the data is being merged.
  • Any matching data is updated regardless of the status of the record. For example, if you are merging Calbro Services with ABC Corp, all incident records of Calbro Services are updated regardless of their status.

  • All resources (for example, sites, support groups, people, and roles) that apply to the source company or support group are moved or merged into the target company or support group. If the resources are already associated with the target company or support group, the existing associations remain with the original company or support group and are changed to offline status.

    Example

    If you are merging Calbro Services with ABC Corp, any data associated with Calbro Services is moved or merged into ABC Corp. Some forms store associations for multiple companies. If you have data for both Calbro Services and ABC Corp before the merge, the status of the Calbro Services data changes to offline.

  • All configuration records related to the source company or support group (including the company or support group record itself) are changed to offline status. No data is removed. 
  • All records that contain row-level access permissions continue to have their permissions updated to allow access to users within the target company. These updates include the parent company, as well, if defined based on the target company.
  • When support groups from different companies are merged, all records that were updated via the data wizard process continue to have their permissions updated to allow access from the new support company.

Important

For a smooth merge process, prepare the data by ensuring that all the support groups in both companies have a unique combination of support group name and support organization.

Merging company or support group data

To merge data across companies

  1. From the Application menu, select Data Management > Data Wizard.
  2. From the 
  3. In the into this company section, from the Company list, select the target company to which the source company data is to be merged.
  4. Click the appropriate option. 

    The Data Wizard Status window displays the status of the merge process.

  5. When the merge process is complete, if row-level updates are required because of an error, click Application Maintenance Console at the bottom of the status window to monitor the progress of the forms.

To merge data across support groups within a company or across companies

  1. From the Application menu, select Data Management > Data Wizard.
  2. From the 
  3. From the 2. Select the type of merge you want to perform list, select Support Group 
    The Data Wizard Console appears with the following fields:
  4. From the Support Group section, select the Support Company on the left and right sides. The company selected on the left side is the source company and company on the right side is the target company. 
  5. From the Merge this group section, select the source Support Organization and Support Group Name whose data is to be merged.
  6. From the into this group list, select the target Support Organization and Support Group Name into which the data is to be merged.
  7. At the bottom of the window, click Go to start the merge process. 
    The system prompts you to confirm that you want to proceed with the merge process during peak hours.
  8. Click the appropriate option. 
    The Data Wizard Status window displays the status of the merge process. 
  9. When the merge process is complete, if row-level updates are required because of an error, click Application Maintenance Console at the bottom of the status window to monitor the progress of the forms.

Related topics

Using the data wizard to modify data

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Comments

  1. Colin Rolls

    Can I merge an operating company into a vendor company? does it matter what the company type is for merging companies?

    Jun 19, 2017 07:57
    1. Mokshada Shivarekar

      Hello Colin,

      I will confirm with the SME and write back to you.

      Regards,

      Mokshada 

      Jun 20, 2017 12:34
      1. Colin Rolls

        thanks, I've managed to merge a customer company into a vendor company but I've noticed the 'vendor group' flag on all the support groups migrated is still be set to 'No' so this would need updating to 'Yes' manually if they are actually vendor support groups

        Jul 07, 2017 07:44
  2. Colin Rolls

    Trying to merge one support group into another and everything in the data wizard status dialog is Pending for hours. Following the 'monitor multi tenancy updates in the Application Maintenance Console' link in the status dialog shows that a new maintenance group entry gets created in the Application Maintenance console - 'Support Group Merge - Multi Tenancy' but this shows 0 records updated for everything with lots of entries pending.

    are we supposed to monitor progress of a merge via the Application Maintenance console?

    is there a benchmark of how long a merge of a support group should take approximately? I wouldn't think merging one support group with a handful of users would take hours regardless of how much transactional data there is.

    Jul 04, 2017 09:55
    1. Mokshada Shivarekar

      Hello Colin

      Please contact BMC support for detailed investigation of this issue.

      Thanks,

      Mokshada 

      Jul 07, 2017 09:11