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 🙂

[Suggy]

Hi @Robert H 

Infact customer pointed that 2nd approach will cause more confusion. Please see my question now, I have updated it with clarity/more details.

[deepak45]

Work in itsm tool untill active ticket are closed set up an integration for active ticket. For new ticket use service now. Let the old ticket get close in few days. Close the tool, use service now. Integration will help in getting the closed old data as well

[Suggy]

Hey @deepak45  so you want to build an integration temporarily?

"Cost + Development Efforts" will go in vain and customer and management would not agree

[deepak45]

Yeah I understand your concern. Changing Tool is always painfull. We have taken this approach but migration happened from one Service now instance to other service now instance.

[Roshnee Dash]

Hi @Suggy 
this is I am posting as per my knowledge
This is a classic ITSM migration dilemma—balancing efficiency with user experience. Since neither of the proposed solutions fully satisfies the customer, a hybrid approach might be worth considering. Here are a few alternatives that minimize disruption while ensuring active records are transitioned smoothly:

1.Gradual Phased Migration with API Integration

• Implement a middleware or API-based integration between the legacy tool and ServiceNow.

• Sync data live or periodically, allowing agents to work in ServiceNow while keeping records updated in the old system until closure.

• This avoids manual recreation while reducing dual-system workload for agents.

2. Bulk Migration of Active Records with Process Adjustments

• Migrate active records with simplified workflows (avoiding complex reconfigurations).

• Preserve critical task data (including comments, sub-tasks, and statuses) but skip redundant approvals or workflow-heavy processes.

• Assign dedicated transition teams to validate and smoothen records post-migration.

3. Controlled Sunset Plan with Conditional Cutover

• Set a cut-off date where old tool ceases new record creation and all active records slowly phase out.

• Critical requests/incidents get force-migrated while lower-priority records stay until closure.

• This ensures high-impact workflows are immediately shifted while legacy data completes naturally.

4. Assisted Record Recreation with Automation

• Develop scripts to auto-create ServiceNow tasks based on legacy data (avoiding manual rework).

• Ensure records map accurately, transferring essential details while maintaining structure.