SolarWinds Service Desk — Migration Reference

SolarWinds Service Desk — Migration Support Overview

Role in migrations

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

Field-level support migrating FROM SolarWinds Service Desk (Ticket)

Field-level support migrating TO SolarWinds Service Desk (Ticket)

Field-level support migrating FROM SolarWinds Service Desk (Company)

Field-level support migrating TO SolarWinds Service Desk (Company)

Field-level support migrating FROM SolarWinds Service Desk (Contact)

Field-level support migrating TO SolarWinds Service Desk (Contact)

Field-level support migrating FROM SolarWinds Service Desk (Article)

Field-level support migrating TO SolarWinds Service Desk (Article)

Field-level support migrating FROM SolarWinds Service Desk (Change)

Field-level support migrating FROM SolarWinds Service Desk (Problem)

Migration options available for SolarWinds Service Desk

• Select records for Demo - applies to: source (Ticket), source (Change), source (Problem)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)
• Add a new tag to tickets - applies to: target (Ticket)

SolarWinds Service Desk — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/solarwinds-service-desk-migration-guides/ , https://help-desk-migration.com/help/solarwinds-service-desk-data-migration-checklist/

How to setup token authentication on SolarWinds Service Desk?

Note: SolarWinds acquired Samanage and now the latter is named Solarwinds Service Desk. You can still migrate your data following the below steps.

Before we begin, consider these important details:

• The user who issues a token must be a System Administrator.
• The token has the same permissions as the user's role. If the role changes so do the permissions of the token which may affect the migration.
• If a Token is Reset or Deleted, this will break the API connection. If you had a migration in progress, it will fail. You will have to refresh the token to continue the migration.
• If you disable the User who generated the Token, the Token will also be disabled.

How to generate the API token

1. Open the sidebar and select Setup > Users & Groups and then click on your name.
2. Select Actions > Generate JSON Web Token.
3. Copy the token and continue your data migration.

Note: In case you don't see the option to generate the token, check if you have admin privileges.

Video guide on Youtube

How to check allowed domains in SolarWinds Service Desk?

In Solarwinds Service Desk (formerly Samanage) you can allow users with emails from specific domains to create accounts in the service portal.

Before you start your Demo Migration to Solarwind Service Desk, you need to make sure that the Allowed Domains field is empty. This way you will whitelist our service and the Migration Wizard will be able to run the Demo and Full Migration for you.

Here’s how to check the Allowed Domains. In the left sidebar find the Setup option.

1. Then select Global Setting.
2. Under Global Settings, choose Service Portal.
3. Scroll down until you find the Allowed Domains setting.
4. Make sure that the field is empty and continue your migration.

SolarWinds Service Desk Migration Limitations

1. Created at dates of comments migrate in the body of the corresponding comment.
2. All ticket dates (created_at, updated_at) will be set as the migration completion date.
3. The articles might not look the same as on the source. For instance, the article title might blend with the text without a space. This is due to SolarWinds Service Desk automatically removing HTML tags.
4. Deleted contacts aren't counted, but they still migrate.
5. Custom statuses can be output from SolarWinds.
6. Agents are pulled to the mapping if they have the "Administrator" or "Users and Groups" role.
7. SolarWinds accounts can have multiple providers to switch between. Migration is done from a single provider per migration — each provider has its own API token, which the user uses to connect the account to the tool.