Query on handling active records in a data migration project

[Suggy]

Customer is moving from a legacy ITSM tool to ServiceNow. There are ~1000 active task records (like case, incident, requests, change records etc. with workflows attached to some of them)

Customers ask is to migrate all the data from the old tool to ServiceNow.

We have migrated all the closed records. Only the Active records are not migrated yet

We proposed 2 options:

1. Cancel all the active records in old tool and recreate them in ServiceNow, so that no need to break the head of fixing the workflows.

- but customer was like it will be too much of manual work for the agents to rework on them again in ServiceNow (ex - for Requests, there are multiple sub tasks and few are already closed and few open etc)

2. Ask the agents to work on both the tools until the active records are closed in old tool.

- but customer is saying cumbersome for the agents to work on 2 different tools and also it will be confusing for end users as well as they might need to add comments for active records in old tool etc so its like asking both end users and agents to use both the tools which is not good experience.

If you have come across such situation, which approach did you take 🙂

[Chaitanya ILCR]

Hi @Suggy ,

incidents and problems ( whichever is not workflow driven can be brought into servicenow)
I doubt there would many change requests among those 1k active task records( users can work on the old tool to and close them) or they can raise a new one in the servicenow ( considering the no.of changes)

of requests you can use (service catalog api or cartJS) 

this is what we have done when migrating from an onprem JIRA to ServiceNow

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Suggy]

@Chaitanya ILCR  What exactly do mean by "for requests you can use (service catalog api or cartJS)"

Are you saying to build integration? Can you explain with more details please.

[Chaitanya ILCR]

Hi @Suggy ,

yes,

1. you can pull the data from the other system and use cartjs and create the requests

2. or from the other system call the servicenow service catalog api with post call and create request

for this you need to create a dummy catalog item with relevant variables like (requested for and Details and assignment group etc) add additional variables if needed (or put the details in any one of the variables) use workflow /flow to set the requested for and assignment group and assigned to values

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Robert H]

Hello @Suggy ,

There is no perfect solution, but approach #2 causes less additional effort and less end user confusion.

Regards,

Robert