This documentation supports the 23.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Migration of services from BMC Service Request Management by leveraging the utility

BMC provides a utility to migrate service request definitions (SRDs) from BMC Service Request Management to BMC Helix Digital Workplace Catalog. With this utility, BMC Service Request Management customers can seamlessly migrate the SRDs along with the Process Definition Templates (PDTs) and Application Object Templates (AOTs). The migration utility provides additional parity for the migrated services than the conventional import functionality in BMC Helix Digital Workplace Catalog. 

The utility supports BMC Service Request Management and BMC Helix Digital Workplace Catalog versions 23.3.02 and later. 


Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced, or BMC Helix Digital Workplace Basic with Catalog entitlement or BMC Helix ITSM Suite service license.

Related topics

Process definition templates
Application object templates

Methods to leverage services from BMC Service Request Managementin BMC Helix Digital Workplace Catalog

The following image gives an overview of the methods to leverage SRDs in Catalog: 

Methods of using SRDs in Catalog.png

The following table describes the three methods to leverage services from BMC Service Request Management and their benefits: 

Method

Result

Benefits

Reference

Import the services by using the import functionality in Catalog


(Version 23.3.01 and earlier) A service profile is created in Catalog with static workflow. 

Partially import the SRDs and build the workflows, questionnaires, and entitlements in Catalog.

(Version 23.3.02 and later) By using the migration utility:

  • A service profile is created.
  • The Process Definition Templates (PDTs) and Application Object Templates (AOTs) are converted to native Catalog workflow.
  • Approvals and service entitlements are imported.
  • Questionnaire components such as actions, qualifications for the look-up type of questions, and so on.

All components of an SRD (workflows, questionnaires, entitlements, and approvals) are migrated to Catalog with no dependency on BMC Service Request Management. 

Build the services natively in BMC Helix Digital Workplace Catalog

The workflows, questionnaires, and service entitlements are designed and used from BMC Helix Digital Workplace Catalog.

Eliminate dependency on BMC Service Request Management.

Enable the BMC Helix ITSM pluggable provider

The workflows, questionnaires, and service entitlements are used from BMC Service Request Management.

Leverage the services from BMC Service Request Management as-is. 

As an administrator, you can choose the method suitable for your organization to utilize services from BMC Service Request Management. 


Supported scenarios for migration

The following scenarios are supported for migration: 

  • Service workflows with PDTs and AOTs and converted to Catalog native workflows.
  • (Version 23.3.04 and later) SRDs with embedded PDTs (process within a process), up to six levels, are supported.
  • (Version 23.3.04 and later) Support is provided for the flexible fields in SRDs with 20 flex fields accommodating various data types.
  • Service entitlements are migrated and converted to virtual marketplaces in Catalog. 
  • Service questionnaires with dynamic conditions and lookups are migrated. 
  • All question types that are supported by BMC Service Request Management are migrated.
  • Manager, adhoc, group, and individual approvals are supported. 
  • Localized SRDs are supported. 
  • SRDs are migrated in a batch of 50 at a time. 


Unsupported scenarios for migration

Unsupported SRDs

  • SRDs of the Advanced Interface Forms (AIFs) type are not migrated.
  • An AOT can contain fields with a default value. These default values are not applied after migration. 
  • SRDs with process definition template (PDT) that contain custom AOTs are not migrated.
  • Quick launch SRDs with process definition template (PDT) that launch to other sites are not migrated.
  • SLM associations and surveys are not migrated.
  • Old transaction data or data for in-progress service requests is not migrated.

Unsupported entitlements

  • Entitlements for Multiple service providers (MSPs) are not supported. Therefore, all migrated entitlements are added the Global virtual marketplace. 
  • Entitlements with Exclusion Rule = No are not supported. They cannot be migrated and are not displayed on the Entitlements tab in the migration utility.
  • Entitlements that have an advanced qualification rule with more than 20 qualifying users are partially migrated. The Virtual Marketplace is created, and services are associated with it, but the users are not migrated. 

Unsupported approvals

  • Custom approvals that include level-based approvals and approval chains are not supported and are skipped during migration.

Unsupported fields between service request definitions (SRDs) and Catalog services

  • The Service request coordinator company field is not migrated. 
  • The SR Type fields in BMC Service Request Management are not migrated.

Tip

Migration failures are reported via logs on the UI. View or export the logs to troubleshoot the migration issues. 


Best practices for migrating services

We recommend the following best practices for migrating services:

  • We recommend that you use this utility only in non-production environments and then import the migrated services to production environments by using the native import-export functionality in Catalog.
  • Before migration, combine the rules for entitlements that apply to multiple SRDs as a package in BMC Service Request Management. For example, combine entitlements that apply for everyone. 
  • To identify potential migration issues, run the prechecks before migrating the services. 
  • Migrate the SRDs and then migrate the entitlements. 
  • Migrate and publish simple services and then migrate services with complex workflows and entitlements.
  • Do not use the SRDs in hybrid mode from both BMC Service Request Management and BMC Helix Digital Workplace Catalog. 


FAQ


How can I access the migration utility?

After you download and install the migration utility from BMC Electronic Product Distribution (EPD), you can access it from BMC Helix Innovation Studio > Workspace >  SRD Migration.

For more information, see Task-1-Getting-the-migration-utility.

Are Process Definition Templates (PDTs) and Application Object Templates (AOTs) migrated to the Catalog?

Yes, the PDTs and Application Object Templates AOTs are converted to native Catalog workflow.

If multiple SRDs share the same PDT, would it create multiple workflows?

Yes. Each migrated SRD to Catalog has its specific workflow. If a PDT is used by two different SRDs, then each migrated service has its own workflow. 

I have already imported some service request definitions in Catalog. What are the benefits of using the migration utility over using the import functionality?

By importing services with the import functionality, a service profile is created in Catalog with static workflow. The dependency on BMC Service Request Management continues for fulfillments. 

By migrating services with the migration utility, a service profile is created. The Process Definition Templates (PDTs) and Application Object Templates (AOTs) are converted to native Catalog workflow. Approvals and service entitlements, service actions, and questionnaires including lookup type of questions are also migrated so that there is no dependency on BMC Service Request Management.


Can I run the migration utility multiple times on the same SRDs?

Yes, you can run the migration utility multiple times on the same SRDs. Typically, a rerun might be required under the following conditions: 

  • You want to update the SRD in BMC Service Request Management and migrate again.
  • The migration failed and you want to rerun the utility on the failed SRDs.
  • You want to start the entire process over.

The latest revision of the SRD includes the most recent changes. 

How to migrate unsupported SRDs?

Unsupported SRDs have to be migrated manually.
For example, if an SRD is unsupported because it has a custom AOT, then  in BMC Helix Digital Workplace Catalog, you design a service with questionnaires and workflow to implement the custom PDT. 


Where to go from here


 

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