Optional forms
For most forms in BMC Remedy ITSM, BMC Helix Data Manager can be used to easily migrate data without impacting the data held in the new ITSM 9.1 or later. However, many forms in Remedy ITSM hold data that needs to be carefully managed as part of an upgrade data migration.
Some of these forms hold data that cannot be changed via the standard application user interface and that are closely tied to AR System workflow changes and is only changed directly by a developer as part of an application customization. Review data in the following forms to ensure that you have migrated the appropriate data configuration related to your custom workflow or overlays.
The following table lists the forms that are included in the migration pack but are disabled by default. These forms can be enabled, and the data set tailored to your specific environment. Migrating all data for any of these forms will likely cause issues due to the differences in the configuration between the ITSM versions in the migration. Make sure that you create a migration parameter to filter the data set appropriately for your systems.
Optional form | Description |
|---|---|
Group | BMC Helix Data Manager automatically migrates data in the Group form for the following types of groups, which are automatically created and managed by the ITSM application:
BMC Helix Data Manager does not automatically migrate groups that are linked to custom AR System workflow. These groups should be manually migrated into your target system prior to migration of workflow, or there is a risk that the group permissions can be lost from your custom AR System workflow objects. Some of these custom AR groups might have been integrated into ITSM so that they can be linked to users via the Person record. Verify that any records in LIC:SYS-License Permission Map that are related to your custom AR groups are also migrated. Identify and migrate these records by using BMC Helix Data Manager to ensure that records in the target system are not overwritten by migrated data. |
User | BMC Helix Data Manager automatically migrates records in the User form for all records that are linked to CTM:People records that are linked to a valid company. Some user records can be system-level accounts that are not linked to a Person record as they are used by an external integration. Always use BMC Helix Data Manager to migrate system user records, and do not manually create users because these can prevent data migration of valid user accounts. |
VIS:ProcessAcceleratorItem VIS:ProcessAcceleratorItemView VIS:ProcessStage VIS:ProcessStageMapping VIS:ProcessStageCondition | These forms are used to hold data that is displayed in the accelerator bar of the main ticket forms (for example, Incident, Problem, Change, and so on). New options in this menu are typically linked to custom workflow that is triggered by the selection of the data. This data should be migrated with the custom workflow it is linked to. |
SYS:Status Reason Menu Items | Presents the list of available status reasons. Must be accompanied with a change to the underlying enum field. |
SYS:Status Transition Rules | Controls which status transitions are valid for tickets. |
WOI:StatusRelationships | Controls which status values are available for work orders. |
SRM:AppTargetData SYS:Form Field Selection | It is possible to extend SRM to support custom fields or custom entities. The data in these forms should be carefully migrated along with the custom workflow (forms and fields) that they relate to. See https://communities.bmc.com/thread/67483 for technical information about extending Service Request Management in this way. |
SYS:Menu Items | The out-of-the-box data is only extended as part of an application customization that adds new enum fields. |
AR System Email Mailbox Configuration AR System Email Security AR System Email User Instruction Templates | BMC Helix Data Manager is not configured to migrate these forms related to AR Email configuration. These forms are environment specific or linked directly to the AR System Mailbox configuration. |
PCT:MenuItems | Used to support custom CMDB classes and should be migrated when the custom CMDB classes are implemented in the target system. |
AP:Form AP:Dynamic Labels AP:Process Definition AP:Rule Definition AP:Notification | If the Approval module has been customized by changing or disabling data in these forms, you can carry forward these changes with selective data migration. We recommend reviewing the data in these forms and selectively migrating custom approval configuration to the new system. Where possible, retain the Request ID of the custom record as ITSM uses Request ID as a foreign key in some parts of the Approval Engine. These forms are all available as optional root nodes in the migration pack, which are disabled by default. AP:Notification records are associated with filter workflow. BMC Helix Data Manager will automatically set the status of any migrated records to offline. Set the status to Enabled to trigger the creation of the filter workflow. For any AP:Notification records you migrate to overwrite records in the target, delete the existing linked filter workflow prior to migration. |
APR:SYS-Approval Definition | Custom definitions created for a company are automatically migrated. Global definitions are not automatically migrated due to the difference between ITSM versions, particularly when upgrading from 7.6.04 or earlier. If using instance ID matching to migrate these records, Request ID foreign key references to this form must be updated accordingly. Contact BMC Support if you require any support in safely migrating custom approvals. |
RKM:SourceFields RKM:SourceCategorization RKM:SourceCategorization_ MappedIDs RKM:SourceFormPermissions | These forms control the forms and fields that will be searched when a knowledge article search is performed. Forms might have had data removed if the scope of searching has been limited. Alternatively, new records might have been created for custom fields or custom forms that hold knowledge data. |
SYS:Date Time Query Rules | System-generated records related to date and time parameters. Rarely customized by customers, and selective migration is unusual. |
SYS:Schema Sort | System-generated records related to sort order. Rarely customized by customers, and selective migration is unusual. |
SYS:Status Flow Transition Rules SYS:Status Query Rules | System-generated records related to system role and transition rules. Rarely customized by customers, and selective migration is unusual. |
UDM:JobEntryLog UDM:JobLog UDM:PermissionInfo UDM:RAppPassword UDM:Repository:Database UDM:Repository:DatabaseAttribute UDM:Repository:Directory UDM:Repository:Job UDM:Repository:Note UDM:Repository:StepDatabase UDM:Repository:Transformation UDM:StepLog UDM:TransformationLog UDM:Variable | Unified Data Management configurations, related jobs, and the log. We recommend these forms are ignored as the history of data import operations is rarely useful, and any custom configurations especially from AI/AIE are best reimplemented in the new version due to significant variation between ITSM versions. |
RAC:Config:Applications RAC:Config:Options RAC:Config:Tasks | The Application Administration Console menu options are held in these forms. This is rarely customized or changed between releases of Remedy ITSM. We recommend selective migration of this data only if new Application Administration Console menu options have been customized. |
NGC:DataSource NGC:Commands NGC:DataSourceDate NGC:DataSource_Fields NGC:DataSource Alias NGC:Filter NGC:ParentChildRelationship NGC:Preferences NGC:PreferencesActivityColor NGC:SecondaryForms | This collection of forms represents the data configuration for the behavior of the Change Calendar. It is possible to extend the out-of-the-box behavior, for example, to show data from other forms. |
RBE:Message | Some records can be created in this form, which records the failure to link a message to a ticket. Only messages that were successfully linked to a ticket are included in the scope of migration. Enable the disabled root node to include all RBE:Message records. Remember to disable the node in all other locations in the tree to avoid migrating duplicate records and to speed up the overall migration. |
LIC:SYS-License Permission Map & Associated Custom AR Groups | If custom permissions groups have been added to the ITSM application, these can be integrated into the ITSM application by adding records to the LIC:SYS-License Permission Map form. These records can be optionally migrated along with the linked AR System group. |
VIS:ProcessFlow VIS:Status_Stage_Flow | These forms control the status change flows for changes. This can be extended or modified. By default, all company-specific process flows will be migrated to the target system, but Global data will not. Enable these nodes in the Global migration pack if you want to migrate new and modified data for your local customizations. |
Roles | Custom roles that add new application-object-level permissions will not be automatically migrated. Enable this node in the Environment Upgrade migration pack if you want to migrate custom roles. |
RLE:Configuration | Configuration data for the License Engine configuration. |
SHR:SchemaNames | System-level configuration of key forms and the ticket number prefixes. We recommend manual configuration of any minor changes, but selective migration is also possible. |
SHR:Union_DataSource_FieldMappings SHR:Union_DataSource_Fields | The Union form underpins the table fields used for cross-ticket searches on user-facing consoles. These forms enable the registration of fields in the Union view and map ticket fields with union fields. |
WOI:StatusRelationships | This form holds the valid status transitions for work orders. Review and optionally migrate this data if the status transitions have been modified. There can be differences in the valid status transitions between out-of-the-box ITSM versions. |
SRS:ServiceRequestHTML | Service Request Management is a module that sees significant changes between ITSM versions, particularly on the Service Request Management console used to access services. This form holds the HTML data that is displayed in the console. Data for previous versions is almost certainly not applicable to the latest version of ITSM. If the HTML data held in the SRS:ServiceRequestHTML form has been adapted, the most successful approach is to manually re-apply changes to the new HTML provided in the out-of-the-box ITSM 9.1 or later. Despite this recommendation, you can also migrate selected records for this form by using BMC Helix Data Manager. |
RBE:Configuration | Email Rule Engine configuration. This form contains many new data records in the latest version, which cannot be compatible with previous versions. |
SYS:Notification Messages | This form holds the templates for messages that will be sent to users when events occur in ITSM. The Environment Upgrade migration pack is configured to migrate all SYS:Notification Messages that were created for a specific company. This form is not enabled by default in the Global migration pack. If the Global messages have been customized in the source system, we recommend that you enable this form in the Global pack and add a migration parameter to perform a targeted migration of the modified out-of-the-box records. |
SYS:Schema Sort | This form controls the default sort order of several system forms in ITSM. These records might have been modified or had additional sort parameters added. |
CFG:CountryCurrency CFG:Geography City CFG:Geography Country CFG:Geography State-Province | Countries, cities, states and provinces, and currencies for each country. Rarely customized by customers for obvious reasons, and selective migration is unusual. |
SLM:Landscape | Used to gather SLA data from third-party applications. Rarely used and typically holds junk or sample data, which can be ignored. |
HNS:Configuration HNS:FormPrefixData HNS:HubSpokeAssociation HNS:SpokeConfigData HNS:SyncFoundationMapping | HNS prefixed forms hold data related to hub and spoke configurations. These forms might need to be migrated if the hub and spoke capability is enabled. This is largely deprecated capability. It is mandatory to rerun the Prefix Manager in the target after migration if migrating this data. For instructions, see Running-the-Prefix-Manager. |
NGIE:DataStore NGIE:FileMetaData | These forms hold data related to data store connections in Atrium Integrator. This form is enabled in Atrium Integrator Template. We recommend manual re-implementation of AI and AIE configuration. |