How to Migrate opened tickets from BMC to ServiceNow?

[IceIronDragon]

Hello All,

We recently went live with ServiceNow and would like to know how to move opened tickets in BMC to ServiceNow vs recreating them manually.

We have WO , INC  in BMC  to be moved.

[Vishal Jaswal]

Hello @IceIronDragon 

Congratulations!

If you can elaborate your requirements in detail and the steps you have performed so far then it will be useful to assist where you’re stuck. For example, there could be many assignment groups, workgroup, queue, category etc. in BMC however in-scope is not all rather a couple/few. There could be new BMC open tickets aling with the existing ones which are or not in-scope etc.

If the requirement is to move them to ServiceNow and in future don’t want to see them in BMC, then it means you want to store them in ServiceNow’s table and then maybe you want to take action on them. If yes, then you can leverage Incident table which has SLA associated.

[GlideFather]

Hi @IceIronDragon 

BCM is Remedy, right?

For this, it is very tricky as some of the BCM's records might have the SLA in progress, it would be super difficult to impossible to transfer it with the SLA progress.

If possible I suggest to prepare a transition plan and new records create in ServiceNow but the existing one shall be finished in BMC. If you need, you can use "legacy" data and move it to ServiceNow

But it is just an idea, I never implemented this myself. YOu can get inspiration from this article:
https://www.linkedin.com/pulse/navigating-transition-from-bmc-remedy-helix-alexander-vesely-3z6vf

[GlideFather]

@IceIronDragon 
and also this:

Create a BMC Remedy object in your ServiceNow instance

[kaushal_snow]

Hi @IceIronDragon ,

You need to export the relevant ticket data from BMC using export tools or APIs in a structured format like CSV or XML, ensuring all necessary fields, including work notes and attachments, are included...

Then, map the BMC fields to their ServiceNow counterparts, handle references such as user IDs and group names, and transform the data using ServiceNow's Import Sets and Transform Maps.

Next, create Import Sets in ServiceNow, define Transform Maps to map incoming data fields to ServiceNow tables, and load the data into ServiceNow using the import sets.