Data Segregation for Remedyforce SaaS Help Desk and High-Speed Digital Service Management
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Today we will be looking at record level data segregation for a SaaS help desk solution in the cloud- Remedyforce. Remedyforce is built on Salesforce App Cloud for IT Service Management. This functionality will allow us to filter access at the record level. As it pertains to Remedyforce, this means who can see which help desk tickets and more importantly: Who can edit said help desk and service management tickets.
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Data Segregation for Remedyforce SaaS Help Desk and High-Speed Digital Service Management
- 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.
- 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
- 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
- 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
- 29. Apex Data Loader • Export • Import
- 30. 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
- 31. 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)
- 33. 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
- 34. 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
- 35. — Bring IT to Life.™ Thank You
Hinweis der Redaktion
- Today we will be looking at migrating data into Remedyforce- a SaaS help desk solution in the cloud. Remedyforce is built on Salesforce App Cloud for IT Service Management. We will consider The movement of data from an existing IT service management or help desk system (legacy or prior) to a new high-speed IT service management that is built on the Salesforce App Cloud. You can deliver better more thorough digital services if you migrate the right data over.
- Quick look at the agenda: Remedyforce Data Migration Data Migration Considerations Historical Legal Contractual Starting Point 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 Final Thoughts Items to consider Summarize
- DJ Add Notes
- DJ Add Notes
- DJ Update Historical Reporting – There is a need to access historical information on a frequent basis. Legal (or Regulatory Requirements) – Certain rules/regulation require retention of data in a readily accessible system for a period of time. Contractual Requirements – There may be customer or organizational contracts in place to have the data accessible for a period of time. Starting Point for a New System – Migration of open requests or last 3 months of data or system foundational data (eg. menus and organizational information).
- There are many reasons to migrate data to the new system, and just as many alternatives to migrating all the data
- DJ Update
- DJ Update
- Stage Notes High Level Analysis, Design and Overview Owner of Data (Old and New) Volume of Data (Dig Deep – for relationships) (Attachments, Notes, Relationships Type of Data Sources of data Are Attachments being migrated Geographic Concerns (Languages, Lawes that data can not leave the country) Security Concerns (Data has to be encrypted, privacy, record sharing) Archival Solution (Either needed now or should be planned for the future to keep data volume limited)
- Extraction Plan How data is pulled from the existing system. What is pulled and what is not pulled from the existing system.
- Data Cleanup How data is cleaned to match the new system requirements. If there are a lot of data issues with the current system. These issues need to be addressed before or during the migration. Nothing worse than migrating bad data. The old saying “Garbage In Garbage Out” New required fields but the old system does not always have a value in this field Data validation rules in new system that were not enforced in the legacy system Data size issues (Size limits on new system) (Create a plan to deal with large data records) If increasing the size of a field know the ripple effect. That data map get pushed to another object and that field also needs increasing.
- Data Mapping Map the existing Application to the New Application i.e. Existing ITSM System will be moved to Remedyforce Map the existing forms to the new forms i.e. Help Desk data will go to Incident object in Remedyforce i.e. People data will go to User Object in Remedyforce Map the existing fields to a new field or multiple fields on the new System Incident # - External Ticket Status – Status Field A, B, C concatenated into Description …
- Testing Plan How to validate the data was moved successfully Normally done with record counts and reports with counts Perform spot checks to make sure the data mapping was successful
- Recovery Plan How is data recovered or fixed if a discrepancy is found Leverage a Unique Identifier field for cleanup Leverage Data Loader Upsert or Update
- Initial Data Load Load all needed data into the new system Make sure a unique identifier exists in both system (IE Ticket Number or Employee ID) This allows data to be validated in the new system months before go live
- Delta Migrations This allows for data that has changed since initial Data Load to be loaded multiple times before the go live This allows for discrepancies or process changes to be address This allows for practice of the Go Live Delta migration multiple times This also limits the amount of data that is migrated during Go Live, which limits the outage and Go Live validation
- Stage Notes Go live Old System switched to Read Only (Still accessible for compares and validation Final migration of the changed data since the last Delta Migration
- Instructions for using Data Loader Open Salesforce/Remedyforce Navigate to Setup, Administration, Data Management, Data Loader Press the “Download the Data Loader” link Run Install exe
- User Name: SampleUser@Company.com Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
- Security Token Email User Name: SampleUser@Company.com Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
- Login User Name: SampleUser@Company.com Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
- Settings Server Host Time Zone
- Instructions for using Data Loader Open Salesforce/Remedyforce Navigate to Setup, Administration, Data Management, Data Loader Press the “Download the Data Loader” link Run Install exe Get Security Token (Personal Setup, Reset My Security Token) You will get an Email similar to the following: Launch Data Loader Login User Name: SampleUser@Company.com Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC