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 🙂

[Roshnee Dash]

Hi @Suggy 
If you found my response helpful, please mark it as correct and close the thread so others can benefit from it too.