Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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Table 8-2
Methods for migrating data from Helpdesk Solution (continued)
Description Method
The Service Catalog contains the following options for migrating
data:
■
Migrate Helpdesk Incidents
See “Migrating incidents from Helpdesk Solution” on page 115.
■
Migrate Helpdesk Categories
See “Migrating categories from Helpdesk Solution”
on page 118.
■
KB Migrator
For information on migrating the knowledge base content,
see the ServiceDesk Customization Guide.
From the ServiceDesk
portal
Migrating incidents from Helpdesk Solution
You can migrate the incidents from Helpdesk Solution 6.5 so that you can use
them in ServiceDesk. If you did not migrate incidents at the end of the ServiceDesk
installation, you can perform the migration in the ServiceDesk portal.
The Incident Migration wizard lets you select the incidents to migrate and
determine when to close the migrated incidents. The migration continues for
some time after you finish the wizard, depending on how many incidents you
migrate.
See “How Helpdesk Solution incident data corresponds to ServiceDesk incidents”
on page 117.
See “About working Helpdesk Solution incidents in ServiceDesk” on page 118.
Warning:
In most cases, this migration should not be run more than once. If you
migrated incidents at the end of the ServiceDesk installation, do not migrate them
again from the ServiceDesk portal.
At the end of this procedure, you can remove the Migrate Helpdesk Incidents
link from the Service Catalog to prevent running the migration again.
Best practice is to cut off the entry of new incidents into Helpdesk Solution after
ServiceDesk is operational and the incident migration is performed.
To migrate incidents from Helpdesk Solution
1 In the ServiceDesk portal, click Submit Request.
2 On the Submit Request page, under Service Catalog, click ServiceDesk.
115 Migrating data from Altiris® Helpdesk Solution™
Migrating incidents from Helpdesk Solution