ServiceDesk Plus — Migration Reference

ServiceDesk Plus — Migration Support Overview

Role in migrations

• Staff (HD): supported as both (source and target).
• Company (HD): supported as source.
• Contact (HD): supported as both (source and target).
• Ticket (HD): supported as both (source and target).
• Change (HD): supported as source.
• Problem (HD): supported as source.

Field-level support migrating FROM ServiceDesk Plus (Ticket)

Field-level support migrating TO ServiceDesk Plus (Ticket)

Field-level support migrating FROM ServiceDesk Plus (Company)

Field-level support migrating FROM ServiceDesk Plus (Contact)

Field-level support migrating TO ServiceDesk Plus (Contact)

Field-level support migrating FROM ServiceDesk Plus (Change)

Field-level support migrating FROM ServiceDesk Plus (Problem)

Migration options available for ServiceDesk Plus

• Migrate the newest records first - applies to: source (Ticket), source (Change), source (Problem)
• Select records for Demo - applies to: source (Ticket), source (Change), source (Problem)
• Migrate time entries - applies to: both (Ticket)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)

ServiceDesk Plus — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/servicedesk-plus-migration-guides/

Connecting ServiceDesk Plus to the Migration Wizard

ServiceDesk Plus is an on-premise/server/self-hosted help desk. To connect it to the app, the client needs to open port 443 (or port 80 for HTTP).

How to generate an API token in ServiceDesk Plus?

To connect your ServiceDesk Plus to the Migration Wizard tool, you’ll have to know your URL and API Key. Here is a guide on how to generate an API token for your ServiceDesk Plus account:

1. Log into your ServiceDesk Plus account as an admin.
2. Click on the profile image and then click on API Key Generation at the top-right corner of your screen.
3. In the new window that opens, go to API Key Generation and either generate or regenerate your API Key by clicking on a corresponding button (it depends on whether you have already generated an API Key before). By the way, you can also choose whether you want your API Key to expire or not.
4. Copy the recently generated API Key.
5. Paste it in the corresponding field of the Migration Wizard tool and continue the data migration process.

Mapping ServiceDesk Plus custom fields

Custom ticket fields can be added to the mapping if the client provides a list of custom fields along with their API names. If a field is missing from the mapping and ServiceDesk Plus is the target, the fields shown in the mapping are for the Default Request template.

Migrating from ServiceDesk Plus

ServiceDesk Plus has a concept clients refer to as an "instance," which is essentially a workspace — data is pulled from the default instance by default.

Data can be custom-migrated from a different instance (pulled via the portals endpoint, /api/v3/portals), and the user connecting ServiceDesk Plus must have access to that instance.