Migrating Smart IT customization and configuration from 2.0 and earlier

If you are upgrading from Smart IT 2.0 or earlier, you must run the Smart IT data migration utility to prevent data loss. You can migrate existing Smart IT customization and configuration by using this utility.

If you are upgrading from Smart IT 18.05 or later, you do not need to run this utility.

This utility is provided with the Smart IT installer. You can execute the tool after successful installation of Smart IT.

Important

If you are upgrading from any version earlier than 2.0, you can migrate your existing customization information for incident, change, task and Work Order tickets to Smart IT latest version by using this tool. If you are upgrading from Smart IT 2.0, then you need to run this utility only to migrate the data of the Task and Work Order ticket types, because, Incidents and Change customization data have already been migrated while upgrading Smart IT.

If you are upgrading from any version prior to Smart IT 2.0, you can also move the information from Smart IT database and SHARE:Application_Properties to the tenant specific Centralized configuration of Smart IT.  This tool compares the old screens with the newly installed or upgraded screens and resolves conflicts. You can also define the specific information that you want to migrate from your existing Smart IT version to Smart IT latest version if you don't want to migrate all of your existing information. It also creates audit log and error log to display the modifications done by this tool after executing it.

Important

  • The data migration utility is used to migrate information for Customization, Provider Action and CCS from the previous version of Smart IT to the latest version in the same computer. Data are migrated from Smart IT database to ITSM. So, while running the data migration utility, Smart IT database, ITSM and common Smart IT server should be running.
  • For Centralized configuration, this utility is required to run for migrating information only if the Smart IT installer fails to migrate information. The Smart IT installer log file captures the warning message if this utility fails while upgrade.

Related topics

Configuring-Smart-IT-on-screen-fields

Transferring-Smart-IT-customizations-and-definitions-between-servers

Centralized-configuration

Troubleshooting information

Smart-IT-troubleshooting

To run the customization and configuration data migration utility

  1. Unzip the customization-migration.zip folder from the following path in your machine:
    \Program Files\BMC Software\Smart_IT\SmartITCustomizationUtil
    The folder myitsm-customization-migration appears.
  2. Double click the myitsm-customization-migration folder. This folder contains multiple files as displayed in the following image:
    MigrationUtility.gif

  3. (Optional) Open the customization-migration-script.bat file for Windows and customization-migration-script.sh for Linux. 
    This is the template to set different server host, port, user id and password. 
    Parameter.gif

    The following table provides more details about the variables that you must set.

    Important

    • If you have run the data migration utility prior to customization migration utility, you can use either the source or target details in the the Smart IT database variables. If you have not used the data migration utility, use the source details in the the Smart IT database variables.
    • In the upgrade scenario where there is a need to run the customization migration utility, the ITSM server variables are the same for source and destination.
    • The AR server details remain the same for both source and target for the Galileo Server Information variables.
    • In the DBNM variable, use the source Smart IT server database name.
    • For a fresh install, identify the customizations made in Smart IT 2.0 and the objects added in ITSM before migrating the data.

    Variable Name

    Description

    Smart IT Database Information

    SMARTIT_DB_VENDOR

    Smart IT Database vendor name (Oracle/SQL)

    SMARTIT_DB_HOST

    Smart IT Database host name

    SMARTIT_DB_PORT

    Smart IT Database TCP port

    SMARTIT_DB_SID

    Smart IT Database SID
    Important: SID is blank for SQL database, and has a value in case of Oracle database.

    SMARTIT_DB_ADMIN_USER

    Smart IT Database Admin User

    SMARTIT_DB_ADMIN_PASSWORD

    Smart IT Database Admin password

    SMARTIT_DB_SCHEMA_NAME

    Smart IT Database Schema name

    ITSM Server Information

    ITSM_SERVER_HOST

    Remedy IT Service Management Server host

    ITSM_SERVER_PORT

    Remedy IT Service Management Server port

    ITSM_SERVER_ADMIN_USER

    Remedy IT Service Management Server admin user

    ITSM_SERVER_ADMIN_PASSWORD

    Remedy IT Service Management Server admin password

    TENANT_ID

    Tenant ID
    Default value: 000000000000001

    Galileo Server Information

    GALILEO_SERVER_HOST

    Common Remedy Action Request System Server hostname 

    GALILEO_SERVER_PORT

    Common Remedy Action Request System Server port

    GALILEO_SERVER_ADMIN_USER

    Common Remedy Action Request System Server Admin user

    GALILEO_SERVER_ADMIN_PASSWORD

    Common Remedy Action Request System Server Admin password

    Data Store Information

    DATA_STORE 

    Application data that is to be migrated.
    Example: "Incident" or "change" or "workorder" or "task" or "ccs" 

    FEATURE

    Migration Feature (CCS, customization, providerAction)
    By default, this parameter is empty.

    hardReset

    Reset this flag to delete the overlay record from Field and Field properties. Set this parameter as false if you are running CCS or customization migration.
    Important: This parameter is applicable only if the utility has failed and you are attempting to migrate the data again.

    MIGRATION

    Set this value as False only when you are performing a hard reset. When you run the migration, this parameter must be set to True.

    DBNM

    Smart IT Server Database name

    Example:

    set JAVA_HOME=D:\Java\jdk

    REM SMARTIT DB Information
    set SMARTIT_DB_VENDOR=sql
    set SMARTIT_DB_HOST=<servername>.domain.com
    set SMARTIT_DB_PORT=1433
    set SMARTIT_DB_SID=
    set SMARTIT_DB_ADMIN_USER=SmartIT_Business
    set SMARTIT_DB_ADMIN_PASSWORD=Tester01
    set SMARTIT_DB_SCHEMA_NAME=SmartIT_Business

    REM ITSM server Information
    set ITSM_SERVER_HOST=<servername>
    set ITSM_SERVER_PORT=46262
    set ITSM_SERVER_ADMIN_USER=Demo
    set ITSM_SERVER_ADMIN_PASSWORD=password

    REM TenantId
    set TENANT_ID=000000000000001

    REM GALILEO server Information
    set GALILEO_SERVER_HOST=<servername>
    set GALILEO_SERVER_PORT=46262
    set GALILEO_SERVER_ADMIN_USER=Demo
    set GALILEO_SERVER_ADMIN_PASSWORD=password

    REM FEATURE
    set FEATURE=customization

    REM DATA STORE Information
    set DATA_STORE=incident

    set HARD_RESET=True

    Set Migration=False

    set DBNM=SmartIT

    For detailed information, see readme.txt file, which is available in the myitsm-customization-migration folder. You can refer to the relevant examples given in the readme.txt file.

  4.  (Optional) Define and save the server information.
  5. Double click or run the batch file customization-migration.bat or customization-migration-script.sh from the command prompt with the required parameters to execute the data migration process.


To verify the success of the customization and configuration data migration utility

You can check the detailed information after the data migration is done from the following forms of Mid Tier:


SMT:SmartIT Audit form

This form gives you the overall status of the data migration.

Audit.gif


SMT:SmartIt Error Log

This form provided information if there is any failure that occurs during data migration.

Error.gif

Additional Information

Smart IT recommends not to change the panel mapping in the property file. In case you need to change the mapping, you should always follow the Smart IT defined structure.

Panel mapping details

The following table shows the panels that were present in Smart IT 1.6 and are now mapped in Smart IT 18.05 and later versions:

Data Source

Type

Smart IT Panel names in earlier versions (For example 1.6)

Smart IT 18.05 and later version Panel names

Incident

View

incidentDetailsScreen.recordSummary
incidentDetailsScreen.customerCard
incidentDetailsScreen.assignment
incidentDetailsScreen.categorization
incidentDetailsScreen.customerDetails
incidentDetailsScreen.additionalInfo

recordSummary
customerNameDetails
assignmentSectionName
categorization
customerNameDetails
additionalData

Incident

Create

incidentDetailsScreen.recordSummary
incidentDetailsScreen.customerCard
incidentDetailsScreen.assignment
incidentDetailsScreen.categorization
incidentDetailsScreen.customerDetails
incidentDetailsScreen.additionalInfo

recordSummary
customerNameDetails
affectedServiceSection
categoryPanel
customerNameDetails
additionalData

Change

View

changeRequestScreen.basics
changeRequestScreen.dates
changeRequestScreen.risks

additionalData
actualDatesSection
requestedForNameDetails

Change

Create

changeRequestScreen.basics
changeRequestScreen.dates
changeRequestScreen.risks

additionalData
actualDatesSection
recordSummary

Work Order

View

workOrderDetailsScreen.recordSummary
workOrderDetailsScreen.customerCard
workOrderDetailsScreen.assignment
workOrderDetailsScreen.categorization
workOrderDetailsScreen.additionalInfo

recordSummary
customerNameDetails
assignmentNameDetails
categorization
additionalData1

Work Order

Create

workOrderDetailsScreen.recordSummary
workOrderDetailsScreen.customerCard
workOrderDetailsScreen.assignment
workOrderDetailsScreen.categorization
workOrderDetailsScreen.additionalInfo

recordSummarySection
customerNameDetails
assignmentNameDetails
categorySection
additionalData1

Task

View

taskDetailsScreen.recordSummary
taskDetailsScreen.assignment
taskDetailsScreen.categorization
taskDetailsScreen.additionalInfo

recordSummary
assignmentSectionName
categorizationPanel
additionalData1

Task

Create

taskDetailsScreen.recordSummary
taskDetailsScreen.assignment
taskDetailsScreen.categorization
taskDetailsScreen.additionalInfo

recordSummary
assignmentNameDetails
categoryPanel
additionalData1

Fields that are not migrated

Certain fields that were part of the customization in an earlier Smart IT version (for example, Smart IT 1.6), will not be migrated to Smart IT 18.05 and later versions as these are now included as default fields. The following list shows the fields: 

Incident ticket fields

  • resolution
  • siteGroup
  • supportGroups
  • locationCompany
  • site
  • contactOrganization
  • resProductName
  • resProductModelVersion
  • region
  • contactFirstName
  • contactEmail
  • contactLastName

Change ticket fields

  • contactCompany
  • requestedByCompany
  • targetDate

 

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