Task 4: Migrating the services and verifying their migration status

The following image shows the process of migrating services:

Support for flexible fields

Use the additional Flex Fields available in the my-sb:ServiceRequest form to store extra information. You can map flexible fields to use this information within workflows or outside the application for reporting purposes, configuring service level agreements, and so on.

For the service request entry, 20 flexible fields are available with the BMC Helix Digital Workplace Catalog with the following data types:

For the workflow examples, see Examples of workflows for mapping flexible fields.

Verification of the migrated SRDs and questionnaires

After migration, you can verify the migrated SRDs, workflows, and questionnaires in the following ways: 

• SRDs—View the migration status in the SRD Migration utility manager, and view or export the logs. To learn more, see To verify the migration of SRDs.
• Questionnaires—View the questionnaire migration status report on the Questions Designer page in BMC Helix Digital Workplace Catalog. To learn more, see To verify the migrated questionnaires.
• Workflows—View the migrated workflows in BMC Helix Digital Workplace Catalog. To learn more, see To verify the migrated workflows.

To migrate the services

1. Open the SRD Migration utility manager. 

2. To migrate the services, on the Service Request Definition tab, select the checkbox next to the services that you want to migrate.

   Important

   You can select a maximum of 50 SRDs at one time to migrate. 

   If a service was modified and imported or migrated earlier, it is indicated in the Last Migrated On column, as shown in the following image:
   
   

3. Click Migrate to migrate the services that you imported. 

The following image shows an example of importing the Windows Password Reset service:

The service and its artifacts are first imported and then migrated in the following sequence:

1. The service itself (service profile), if the service was not imported earlier.
2. If the service was previously imported, a new revision of the service is created. The previously imported service is not overwritten. 
3. A single workflow that is associated with the service. 
4. Questionnaire associated with the service. 

You have migrated the services and the associated workflows and questionnaires from BMC Service Request Management to BMC Helix Digital Workplace Catalog. 

To verify the migration of SRDs

1. Open the SRD Migration utility manager. 
2. To verify the migration, on the Service Request Definition tab, view the Last migration status column. 
3. To view more details about the migration status, in the Actions column, click View Details .
   The following table describes the migration statuses: 

To learn more about the failed or errored SRDs, view the migration logs.

To verify the migrated questionnaires

1. As an administrator, log in to BMC Helix Digital Workplace Catalog. 
2. Select Services > Services.  
3. On the My Services tab, a list of the migrated SRDs is displayed. 
4. Select the checkbox next to the migrated services for which you want to verify the questionnaire. 
5. Select Actions > Open. 
6. Click Edit next to Workflow. 
7. On the Workflow and Questions panel, click Edit next to Questions.

8. Verify the questions in the questionnaire. 
   If a failed qualification is encountered, on the Questions Designer page, a hidden question called Questionnaire Migration Issue Report is added that contains details of the failure, as shown in the following image: 

   
   
   If there is no failed qualification, the hidden question is not displayed. 

9. (Optional) For the Dropdown(single select) type of questions, verify that question values are mapped to the appropriate forms in BMC Helix ITSM. (During an import, the question values of Dropdown(single select) type of questions were mapped to data sets). 
10. Based on the Questionnaire Migration Issue Report, modify the questions that you want to rectify. 

After verifying the questionnaire associated with the migrated service, verify the migrated workflows. 

To verify the migrated workflows

The workflows are migrated in the disabled state.

After migration, each embedded PDT is a standalone process and is not associated with questionnaires and services. Only the top-level PDT (parent process) is associated with the questionnaires and services. 

1. As an administrator, log in to BMC Helix Digital Workplace Catalog. 
2. Select Services > Services.
   On the My Services tab, a list of the migrated SRDs is displayed. 
3. Select the checkbox next to the migrated services for which you want to verify the workflow.
4. Select Actions > Open. 
5. To view the service workflow, on the Service Options pane, click Edit next to Workflow.
6. On the Workflow and Questions pane, click Edit next to Workflow, as shown in the following image:
   
   
   
   
7. Verify the workflow. 
   To learn about the migrated workflows, see Examples-of-migrated-workflows-with-PDT-and-AOT. 

You have reviewed the workflow associated with the migrated service.

To enable the workflow associated with the SRD

The workflows are migrated in the disabled state. After verifying them, you must enable them so that they are applied at runtime. 

1. As an administrator, log in to BMC Helix Digital Workplace Catalog. 
2. Select Services > Services. 
   On the My Services tab, a list of the migrated SRDs is displayed. 
3. Select the checkbox next to the migrated services for which you want to verify the questionnaire. 
4. Select Actions > Open. 
5. On the Service Options pane, click Edit next to Workflow.
6. On the Workflow and Questions pane, click Edit next to Workflow.
7. On the GENERAL tab , turn on the Enabled toggle key, as shown in the following image:
   
   
   
   
8. Click Save. 

(Optional) To map the flexible fields for migrated services

To populate and edit the flexible fields in a workflow, map them manually by performing the following steps:

1. Log in to BMC Helix Digital Workplace Catalog console and open the workflow designer.
2. Open a migrated workflow or create a new workflow.
3. Populate the flexible fields in the workflow and map them by using either of the following actions:
   

   • Use the Set Entry action to get flexible fields for service requests. 

     Set Entry action

     Build Input Set— The section contains the name of the flexible field to update and the value to be assigned. 
     

     Set Entry—The returned object includes a map with keys and values. For more information, see Helix-ITSM-connector.

     

   • Use the Update Record action to update flexible fields for service requests.

     Update Record action

     

     The  Record ID helps to update the service request records corresponding to the unique identification of the record in the database and configures different values for the flexible fields.

4. (Optional) Access the records from the BMC Helix Innovation Suite to verify the assigned values. 

   Click to see an example.

   

   Important

   You cannot change the field labels for the mapped flexible fields.

(Optional) To disable workflow update during remigration

If you are remigrating an SRD, you can choose not to update its associated workflow to improve the migration utility performance. By default, the workflow is migrated with each re-migration. 

1. Open the SRD Migration utility manager.
2. Click Settings .
3. Click Configuring Settings. 
4. Select the Disable Process Update toggle, as shown in the following image:
   
   
   
   
5. Click Save. 

To view logs for failed migration of SRDs

You can troubleshoot a failed or errored migration of SRDs by viewing logs.

1. Open the SRD Migration utility manager. 
2. To view the migration logs, on the Service Request Definition tab, in the Actions column, click View Details  next to the service for which you want to view logs. 
3. On the Migration Details panel, in the Actions column, click View Logs .
4. (Optional) To export the logs in CSV format, click Export. 
   
   The following image is an example of the logs for an errored service migration:
   
   

Troubleshooting

Refer to the following table to resolve common issues related to failed migration of SRDs: 

Where to go from here

After migrating the services and verifying the workflows and questionnaires associated with the services, you proceed with publishing the services. For more information, see Task-5-Viewing-and-publishing-the-migrated-services.