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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:

  • Basic configurations that include status, impact, urgency, priority
  • Categories
  • Templates
  • Business Services and Service offerings
  • Request definitions
  • Service Level Agreements (SLAs)
  • QuickViews

    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.

Folder nameKJB file nameObjects imported
CategoryCategoryMigrationJob
  • Category
  • Category types
TemplateTemplateModuleMigration
  • Templates
  • Template Field Info
  • Template Linking

Business Services and Service Offerings

BusinessServicesAndOfferings

  • Base Element
    Only the records of Business Service and Service Offering are imported. 
Service Request DefinitionServiceRequestMigration
  • Entitlements
  • Fulfillment Inputs
  • Fulfillment Mappings
  • Process Template
  • Request Definition
    This object stores data that is shown on the General Information tab of a request definition.
SLASLAMigration
  • Agreement
    This object stores data that is shown on the General Information tab of an SLA.
  • SLA Account Link
  • SLA Relation
  • Service Target
  • Service Target Criteria
  • SLA Milestone
  • SLA Milestone Action
QuickViewQuickViewMigration
  • QV Folder
  • QV Query
  • QV FolderMapping
  • QV FieldInfo
  • QV Conditions
  • QV FolderAccess
  • QV PageReference
  • QV ObjectFieldMapping
  • QV CalenderView
  • QV ChartView
  • QV FormatRule
  • QV FormatCondition
  • QV FormatAction

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:

ActionDescription
Configure the object-level differences

In the destination organization, configure the object-level differences of the source organization fields. For example, in the source organization, you have added a custom field to the Category object. Add the same custom field to the Category object in the destination organization. Ensure that field types of fields of the object whose data you are importing are same in the source and destination organizations.
If you are importing data to or from a sandbox organization, you can deploy these differences by using Salesforce change sets. 

Tag the records of the objects that you want to import

You must select the Tag for Export check box. For example, say that you created 20 new categories in your sandbox (the source organization). To import these categories to your production organization (the destination organization), tag them to be imported by using the Tag for Export check box.

If you tag records of an object for importing, data of the related objects is also imported. For example, if you have marked Service Level Agreements (SLAs) for importing, data of the related objects, such as Service Target, SLA Milestone, and so on, is also imported.

The Tag for Export check box is not available on the UI. To tag a record for export:

  1. Create a tab for the object whose data you are importing, such as Category. For more information, see Salesforce Help.
  2. Go to the tab.
  3. To add the Tag for Export field to a list view, perform one of the following:
    • To create a new view, click Create New View.
    • To edit an existing view (All), click Edit.
      For more information, Salesforce Help.
  4. With other required fields, add Tag for Export to the list view, and click Save.
  5. Select check boxes for the records that you want to import.
  6. For any selected record, double-click in the Tag for Export column. 
    If you are unable to edit a field in the list view, ensure that you add the field to the layout of the object by clicking Edit Layout on a record page. 
  7. In the Edit Tag for Export window, select the check box, and select the All <n> selected records option.
    Where "n" is the number of records that you want to import. 
  8. Click Save.
Tag related records for importing

To import related records, ensure that you tag the related records for importing; otherwise, they are not imported. For example, if you have tagged an agreement for importing, but did not tagged related agreements, the related agreements are not imported. 

Add or import linked data that is required in the destination organization

Before you import data, ensure that all the required linked data is present in the destination organization. For example, if you had a custom Lookup field on the Request Definition object from a custom object, import the records of the custom object before importing request definitions. Import data of the custom objects that are related to any of the objects that you are importing.

Import data of the Base Elements and Base Relationships objects

Use the Data Loader to import the data of these objects. This data ensures that you have all the services and service offerings required to create request definitions.

Note: The package to import business service and service offerings is available.

Register at the BMC Communities website

For more information, see Prerequisites for importing data to BMC Remedyforce.

Installing the JRE

For more information, see Prerequisites for importing data to BMC Remedyforce.

Download the Pentaho Data Integration tool.

For more information, see Prerequisites for importing data to BMC Remedyforce.

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

  • BMC recommends that you import individual KJB files in the following order:

    1. Any custom status, urgency, priority, or impact, objects
    2. Category
    3. Templates
    4. Business Services and Service Offerings
    5. Request Definitions
    6. Service Level Agreements
    7. QuickViews

    If you import data in the specified order, you ensure that the data required to create templates, request definitions, service level agreements, and QuickViews is already present in your organization. For example, you will be able to import all request definitions successfully if you have all the categories for which you created these request definitions.

    Alternatively, you can use another KJB file, CombinedJobs.kjb (not listed in the preceding table), to import data in the correct order for all possible configurations. This file is at the same level as the folders.

  • 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

    Starting from January 1, 2016, Salesforce is retiring www.salesforce.com as an API endpoint. To avoid connectivity issues (HTTP Status 404 error), update your Pentaho transformations that connect to https://www.salesforce.com/services/Soap/u/<API version> to https://login.salesforce.com/services/Soap/u/21.0 before the retirement date.
    If you are running the Pentaho package in a Sandbox environment, modify the Salesforce Webservice URL from https://test.salesforce.com/services/Soap/u/<API version> to https://test.salesforce.com/services/Soap/u/21.0 in the updated Pentaho transformation. For more information, see Salesforce API Endpoint Retirement.

  6. Click .
    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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