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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. 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. 2. Agenda • Remedyforce data migration - overview • Data migration considerations • Data migration methodology • Apex Data Loader • Final thoughts
  3. 3. Remedyforce Data Migration Data Migration: The movement of data from an existing system (legacy or prior) to a new system.
  4. 4. — 02 Data Migration Considerations
  5. 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. 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. 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. 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. 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. 10. — 03 Data Migration Methodology
  11. 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. 12. Data Migration Methodology • High level analysis, design and overview
  13. 13. Data Migration Methodology • Extraction plan
  14. 14. Data Migration Methodology • Data cleanup
  15. 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. 16. Data Migration Methodology • Testing plan
  17. 17. Data Migration Methodology • Recovery plan
  18. 18. Data Migration Methodology • Initial data load
  19. 19. Data Migration Methodology • Delta migrations
  20. 20. Data Migration Methodology • Go live
  21. 21. — 04 Apex Data Loader
  22. 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. 23. Apex Data Loader • Download • Security token • Login • Data Loader Settings • Export • Import
  24. 24. Apex Data Loader
  25. 25. Apex Data Loader
  26. 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. 27. Apex Data Loader • Login User Name: SampleUser@Company.com Password/Security Token: myPasswordGwCiI0DdWHOMRai68lZVaPABC
  28. 28. Apex Data Loader • Export • Import
  29. 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. 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. 31. — 04 Final Considerations
  32. 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. 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. 34. — Bring IT to Life.™ Thank You

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