This documentation supports the 20.08 version of BMC Helix Platform.  To view an earlier version, select 20.02 from the Product version menu.

Foundation data load and synchronization considerations

Before you load existing Remedy IT Service Management (Remedy ITSM) Foundation data to BMC Helix Platform, ensure that you are using a compatible version for the data load and understand the considerations for synchronizing Foundation data to BMC Helix Platform.

Foundation data load version compatibility information

Remedy ITSM version 9.1 Service Pack 3 or later is compatible for loading Foundation data to BMC Helix Platform.

Foundation data types that can be loaded

You can load and synchronize custom Foundation data to BMC Helix Platform:

  • Foundation data: Person, Company, Site, Support Group, Product Category, and Operational Category
  • Foundation associations: Direct and indirect Foundation associations between Person, Company, and Site Foundation data

Important

  • You cannot load and synchronize seed or out-of-the box Foundation data.
  • Before synchronizing Foundation data from Remedy ITSM to BMC Helix Platform, ensure that you do not create Foundation data manually in BMC Helix Platform with the same value as that in Remedy ITSM.
    For example, if the login id dwarner already exists in Remedy ITSM then ensure that you do not create the same login id manually in BMC Helix Platform.

How synchronization works for created, updated, and deleted Foundation data

The following table describes how Foundation data is synchronized to BMC Helix Platform when it is created, updated, or deleted from Remedy ITSM:

Remedy ITSM Foundation data

BMC Helix Platform Foundation data

Foundation data is created.

A similar Foundation data is created.

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Existing Foundation data is updated.

Associated Foundation data is updated.

Foundation data is deleted.

Foundation data that is deleted from Remedy ITSM is deleted from BMC Helix Platform.

An association is created between the Foundation data.

A similar association is created between the respective Foundation data in BMC Helix Platform.

Existing association between the Foundation data is updated or removed.

Select Foundation data associations are updated or removed in BMC Helix Platform.

 Supported Remedy ITSM Foundation data for data load and synchronization

The Foundation data model differs between Remedy ITSM and BMC Helix Platform. As a result, data corresponding to some Remedy ITSM Foundation data mappings are not loaded to BMC Helix Platform. 

Only the rename made to the Foundation data by using the data wizard is supported. Any rename made to the Foundation data by altering the data through SQL queries or any other backend changes is not supported. 

Best practice
Before performing a Foundation data load or synchronization, we recommended that you review this table in detail for possible issues or workarounds. 

The following list provides information about Foundation data that is loaded and synchronized from Remedy ITSM to BMC Helix Platform:

Company

The following table provides information about Foundation data that is loaded and synchronized from Remedy ITSM to BMC Helix Platform:

Foundation data loaded or synchronized from Remedy ITSM

Foundation data not loaded from Remedy ITSM

  • Companies of the COM:Company type only are loaded to BMC Helix Platform as the following company types:
    • Organizations
    • Service Provider
    • Operating Company
    • Customer
    • Vendor
    • Departments
    • Support Organizations are loaded as Business units of the type Support.
    • Support Groups and Support Organizations are loaded as Support Groups.
  • Data is loaded according to the Primary organization types available in BMC Helix Platform. After you load Organization data from Remedy ITSM, you cannot change the company type.
  • The Company GUID and Group ID is loaded and does not change after data load.
  • All Remedy ITSM online and offline company data is synchronized. If a company is disabled in Remedy ITSM, it is still synchronized.

  • Product category and operational category data, regardless of their state in Remedy ITSM, is always loaded to BMC Helix Platform and assigned the Enabled state.
  • Changes made to categories in Product Catalog or Service Catalog are not synchronized to BMC Helix Platform

Region and Site

You must update the Region, Site Group, and Site data model when the data is moved to BMC Helix Platform, because the Foundation data model differs between Remedy ITSM and BMC Helix Platform. The following table provides information about Foundation data that is loaded and synchronized from Remedy ITSM to BMC Helix Platform:

Foundation data loaded or synchronized from Remedy ITSM

Foundation data not loaded from Remedy ITSM

  • Primary sites are loaded and synchronized regardless of the company.
  • Regions are loaded and synchronized.
  • The Site Group data is loaded as child region to a parent region in BMC Helix Platform.

For more information about loading region and site group data to BMC Helix Platform, see Loading-the-region-and-site-group-data-in-bulk-for-existing-users.

  • Home sites are associated with people data that have home street addresses.
  • If people data is configured with home street address, BMC Helix Platform loads these home street addresses as home sites.

  • After initial load, every site is related to only one region.
    Important: Site is associated only with the first region that is identified during initial load. Any other subsequent association between site and region will not be loaded.

    For example:

    Site HQ is associated with multiple different regions and site groups for multiple companies in Remedy ITSM.

    Site | Company | Region | Site Group

    HQ | BMC Software | North America | Central

    HQ | BMC Software India | West | North America

    After initial sync, all of the region and site data are created in BMC Helix Platform, but only the first region identified is associated with site HQ.

  • During differential synchronization, sites that are deleted from Remedy ITSM are deleted from BMC Helix Platform too.
  • Region and site group not associated with site. You must manually create the association between region and site.
  • You rename the region and site group data that is associated to a site in Remedy ITSM. After differential synchronization, a new entry is created for the renamed data in BMC Helix Platform along with the existing region and site group data. The renamed region or site group is not associated with site in BMC Helix Platform.
    You must manually associate the site with the renamed region and site group in BMC Helix Innovation Studio.
  • During differential synchronization, any association that is deleted from Remedy ITSM is not deleted from BMC Helix Platform.
  • When you delete the association between region and site or site group, and site in Remedy ITSM for a company and load the data and perform the synchronization in BMC Helix Platform, the association between region and site or site group, and site still exists in BMC Helix Platform.
  • Cities are not loaded to BMC Helix Platform during data load, and might cause blank values. If there is any Foundation data that uses Geography data for cities, you must first load the cities Foundation data in BMC Helix Platform.
    For more information, see Task 1 in Loading-and-verifying-Remedy-ITSM-Foundation-data.

Person

The following table provides information about Foundation data that is loaded and synchronized from Remedy ITSM to BMC Helix Platform:

Foundation data loaded or synchronized from Remedy ITSM

Foundation data not loaded from Remedy ITSM

  • During synchronization, Person Foundation data that was deleted in Remedy ITSM is deleted from BMC Helix Platform too.
  • If you change the company associated for a person in Remedy ITSM, the changes are synchronized to BMC Helix Platform.
  • People with OOTB person client types only are loaded to BMC Helix Platform.
  • Support staff is loaded to BMC Helix Platform as agents person type and not as employees person type.The persons who are in the Enabled state are loaded as agents to BMC Helix Platform. Additionally, a Login ID is created for every agent for accessing BMC Helix Innovation Studio.
  • During data load, persons are associated to a company as primary organization.
  • Remedy ITSM users who have fixed licenses are assigned named licenses in BMC Helix Platform.
    Remedy ITSM users who have floating licenses are not assigned any license in BMC Helix Platform, and therefore cannot access the application. In such a case, the administrator must individually assign licenses to the users so that they can access the application. For more information, see Assigning-application-licenses-to-users.

  • Passwords are always migrated from Remedy ITSM to BMC Helix Platform. If the password strength does not match the BMC Helix Platform guidelines, all associations to Person Foundation data will break in BMC Helix Platform. Additionally, the following error message is displayed: 

    ERROR (306): Value does not fall within the limits specified for the field; (Field ID - com.bmc.arsys.rx.foundation:Person <123>, Maximum length - 30)]You can choose to ignore the password policy enforcement in BMC Helix Platform by configuring the following setting in the Centralized Tenant Configuration of BMC Helix Innovation Studio:

    Enforce-Password-Policy = F

    For information about how to modify the centralized tenant configuration settings, see Updating centralized tenant configuration settings.

  • The Default Notify Mechanism that is configured for all users in Remedy ITSM is not loaded to BMC Helix Platform.

Restrictions in Remedy ITSM Foundation data synchronization

When you synchronize the Foundation data changes from Remedy ITSM to BMC Helix Platform, you encounter the following restrictions:

  • You can perform a one-way synchronization only; any changes to Remedy ITSM Foundation data are automatically updated to BMC Helix Platform. 
    Changes in BMC Helix Platform Foundation data are not updated to Remedy ITSM. 
  • You cannot modify the synchronized Foundation data fields in BMC Helix Platform.
    This behavior ensures that the Foundation data is not corrupted or lost during synchronize. 
  • You can configure additional data that does not exist in Remedy ITSM. For example, Create functional roles in Agent, Employee, Customer, and Vendor Foundation data. 

Related topics

Leveraging-Remedy-ITSM-Foundation-data

Loading-existing-Foundation-data-from-Remedy-ITSM

Foundation-field-mappings-in-Remedy-ITSM-and-BMC-Helix-Platform

 

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