1.
—
Onboarding Architect
Remedyforce
October 21st, 2015
Dale Jones
Remedyforce SaaS Help Desk and
IT Service Management for
Salesforce Tech Talk
Migrating Data into Remedyforce

2.
Agenda
• Remedyforce data migration - overview
• Data migration considerations
• Data migration methodology
• Apex Data Loader
• Final thoughts

3.
Remedyforce Data Migration
Data Migration:
The movement of data from an existing system (legacy or prior) to a new
system.

4.
—
02
Data Migration Considerations

5.
Remedyforce Data Migration
When making a major change to an ITSM system, such as moving from one
tool to another or adding new organizations to an existing tool, decisions
have to be made about what to do with the information from another
system.
• Should data be brought over into the new tool?
• Does the complexity of migrating the data match the value of having the
data in the new system?
• What data should be brought over, and what is best served by placing
the data in a backup for as-needed access?

6.
Data migration considerations
Why data may need to be kept:
• Historical reporting
• Legal (or regulatory requirements)
• Contractual requirements
• Starting point for a new system

7.
Data migration considerations and
alternatives
Some data migration options:
• Archival solution option
• All data accessible from an archival solution
• All data accessible via database searches or reporting
• Potential links to data from Remedyforce (URL)
• Partial data migration option
• Migrate organization data (Categories, Templates)
• Migrate open records or 3 months worth of historical data
• Full
• All data migrated

8.
Data migration considerations and
implications
Implications of data migration
• Data migration will cause customizations to new system
• The more data migrated the more time and effort and cost
to complete the project
• The more objects migrated the more time and effort
(Incident, Problem, Change… attachments, notes,
associations…)

9.
Data migration considerations and
implications
Implications of data migration
• Data migration typically doubles the effort, timeline and cost
of an initial install of Remedyforce
• Customizations will cause help and user training to be
different than out of the box materials

10.
—
03
Data Migration Methodology

11.
Data Migration Methodology
• High level analysis, design and overview
• Extraction plan
• Data cleanup
• Data mapping
• Testing plan
• Recovery plan
• Initial data load
• Delta migrations
• Go live

12.
Data Migration Methodology
• High level analysis, design and overview

13.
Data Migration Methodology
• Extraction plan

14.
Data Migration Methodology
• Data cleanup

15.
Data Migration Methodology
• Data mapping
• make sure you have
a unique identifier
that can be
leveraged to sync
data multiple times.
This allows for
validation and
additional cleanup

16.
Data Migration Methodology
• Testing plan

17.
Data Migration Methodology
• Recovery plan

18.
Data Migration Methodology
• Initial data load

19.
Data Migration Methodology
• Delta migrations

20.
Data Migration Methodology
• Go live

21.
—
04
Apex Data Loader

22.
Apex Data Loader
There are many tools that can be leveraged for moving data in
and out of Remedyforce. Data Loader is just one tool, but it has
one advantage: Data Loader has a download link packaged and
built right into the Salesforce platform.

23.
Apex Data Loader
• Download
• Security token
• Login
• Data Loader Settings
• Export
• Import

24.
Apex Data Loader

25.
Apex Data Loader

26.
Apex Data Loader
Subject: Sandbox: Your new Salesforce security token
Importance: High
We've sent you a new Salesforce security token because you recently changed your
password or requested to reset your security token. Use this updated security token with
API or desktop clients that require it.
Username: rfadmin@bmc.com.sandbox7
Security token (case-sensitive): Crf0KmNTypg16gwDl54rp0M7
For more information on using your security token, see Reset Your Security Token at
https://help.salesforce.com/HTViewHelpDoc?id=user_security_token.htm.

27.
Apex Data Loader
• Login
User Name: SampleUser@Company.com
Password/Security Token:
myPasswordGwCiI0DdWHOMRai68lZVaPABC

28.
Apex Data Loader
• Export
• Import

29.
Apex Data Loader
Data Loader Useful Tips
• Very powerful tool that can be very productive in the right hands
• Very destructive in the wrong hands
• Always perform backups
• Login server setting needs to be set to
• https://test.salesforce.com for sandbox servers
• https://login.salesforce.com for production servers
• Time zone in settings needs to match the time zone for the data
that is about to be imported

30.
Data Cleanup
• Data Cleanup Formulas
• Date/Time formatting
• Format a date example of Date/Time = “1/7/2015 5:25:50 PM EST”
would convert to 2015-01-07T17:25:50.000Z
• =TEXT(C9,"yyyy-mm-ddThh:mm:ss.000Z")
• Lookup fields
• Get the GUID for the user column to be import
• =VLOOKUP(E2,usersAllUAT.csv!$A:$B,2,FALSE)
• Concatenating data
• Example Last Name and First Name
• =CONCATENATE(A9," ",B9)

31.
—
04
Final Considerations

32.
Top Five Take-Aways
1. What are the business needs to migrate the data?
2. Can an archival solution be leveraged?
3. Leverage custom fields where a migrating field does not fit
cleanly into a Remedyforce out of the box field
4. Data Loader exports can help you understand your data in your
Remedyforce system
5. Invest in the time for upfront data migration documentation

33.
Final Considerations
• Look at an archival solution – reports can pull from multiple
sources
• If migrating data, make sure you have a unique identifier that can
be leveraged to sync data multiple times. This allows for
validation and additional cleanup
• Limit customization to new system. Additional fields are a better
solution than a customization to an existing field
• Visit https://communities.bmc.com or http://www.bmc.com/it-
services/remedyforce-services.html

34.
—
Bring IT to Life.™
Thank You