Note This documentation supports the 20.15.01 version of BMC Remedyforce.To view the latest version, select the version from the Product version menu.

Importing BMC Remedyforce configuration data from another Salesforce organization

You can import data from one Salesforce organization to another. The Salesforce organization can be a sandbox or a production organization. For example, say that you added some real configuration data to a sandbox while testing BMC Remedyforce. You can import this data to your production organization by using Pentaho packages.

The following topics are provided:

Overview of Pentaho packages

Pentaho packages, provided on the BMC Communities website, enable you to import the following data:

  • Categories
  • Templates
  • Request definitions
  • Service Level Agreements (SLAs)
  • QuickViews

  • Basic configurations that include status, impact, urgency, priority

    Note

    If you have different default status in your Salesforce organization and migrated organization, after migration, the default status of the migrated organization is retained. If you do not want the default status of the migrated organization, perform one of the following actions:

    • Before migrating the data, remove the mapping of the BMCServiceDesk__defaultStatus__c field.
    • After migrating the data, open the default status of the migrated organization (Remedyforce Administration > Configure Application > Status) and clear the Default Status check box.

The following table lists folders included in the zip file on the BMC Communities website, the KJB file available in each folder, and the objects that are imported during data import.

BMC recommends that you import individual KJB files in a specified order. Another KJB file, CombinedJobs.kjb (not listed in the preceding table), is provided to import data in the correct order for all possible configurations. This file is at the same level as the folders. For information about the order in which to import KJB files, see  To import data from another Salesforce organization.

Before you begin

Before importing data, perform the following actions:

To import data from another Salesforce organization

Before importing data from another Salesforce organization, perform all of the actions in Before you begin.

Best practices
  • Import data in the following order:
    1. Any custom status, urgency, priority, or impact, objects.
    2. Category
    3. Templates
    4. Request Definitions
    5. Service Level Agreements
    6. QuickViews
  • If you need to reimport data, delete the imported data, and then import it again. If you do not delete the imported data before reimporting it, the next import job will fail.

  1. Download the Pentaho job files from the BMC Communities page: https://communities.bmc.com/docs/DOC-33778.

  2. To launch the Pentaho Data Integration tool, in the \pdi-ce-5.0.1.A-stable\data-integration folder, double-click the Spoon.bat file.

  3. Open the KJB file for the package that you want to import.
    For example, to import categories, open the CategoryMigrationJob.kjb file from the Category folder.

    Note

    In the Job properties window of the QuickViews KJB file (QuickViewMigration.kjb), do not change the API versions in the values of the SF_DESTINATION_ORG_APIURL and SF_SOURCE_ORG_APIURL parameters. The package does not work for other API versions.

  4. In the KJB file, select Edit > Settings.

  5. In the Job Properties window, enter the username and password for the source and destination Salesforce organizations.

    Note

    If your source or destination Salesforce organization is a sandbox, in the API URL of the Salesforce organization, replace www with test. For example, in the https://www.salesforce.com/services/Soap/u/25.0 URL, replace www with test. The updated URL is https://test.salesforce.com/services/Soap/u/25.0.

  6. Click run_green.gif.
    The following XLS files are created in the folder where you have unzipped the Pentaho packages downloaded from the BMC Communities website:

    • <Object  name>Collision: Lists the records that already exist in the destination Salesforce organization.
    • <Object name>Success: Lists the records that were successfully imported.
    • <Object name>Error: Lists the records that were not imported successfully.

Note

If you had mapped templates to profiles, the mapping is not imported. After importing data to the new Salesforce organization, you must map the templates and profiles again.

When you run the Pentaho package again, already imported records are not imported (even if the imported records are updated in the source organization). However, if you update the Name field of an already imported record, the record is imported again when you run the Pentaho package.

 

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