Default language.

Note This documentation supports the 20.16.01 version of BMC Remedyforce.To view the latest or an earlier 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:

  • 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.

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

  • 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 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.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*