Migrating ESS or SRC to Service Manager Service Portal

 

To migrate ESS or SRC to Service Manager Service Portal, complete the following tasks:

  1. Install and configure Service Manager Service Portal. For detailed instructions, see Install and set up Service Portal.

  2. In Service Manager Service Portal, use the Catalog Connect application to create a catalog aggregation to import catalog items from Service Manager. For detailed instruction, refer to the Catalog Connect section in the Service Manager Service Portal online help.

    After you set up the catalog aggregation, catalog definition including user options can be aggregated into Service Manager Service Portal automatically.

    Note  

    • Service Manager Service Portal does not support the catalog items that are defined for department subscription. We recommend that you deactivate these catalog items in Service Manager before aggregation. Otherwise, the request will fail when a user orders this kind of catalog items in Service Manager Service Portal.
    • The system cannot synchronize changes to catalog items or categories back to Service Manager. Therefore, we highly recommend managing catalog items and categories in Service Manager instead of Service Manager Service Portal.
    • If you want to keep the access control for catalog items in the new portal, you need to manually map the access control configuration for each catalog item in Service Manager Service Portal.

  3. Synchronize your existing service and support requests to Service Manager Service Portal. For detailed instructions, refer to the Synchronize Requests topic in the Service Manager Service Portal online help.

    After synchronization, service requests are synchronized to orders and requests and support requests are synchronized to support requests in the new Service Manager Service Portal.

  4. Enable KM search in Service Manager Service Portal. For detailed instructions, refer to Enable Knowledge Management search.

    Once you enable the KM search in Service Manager Service Portal, knowledge articles can be aggregated or used by the IDOL search engine in Service Manager Service Portal automatically.

    Note Knowledge group is not supported in Service Manager Service Portal.

  5. Migrate your customization in the new Service Manager Service Portal:

    • SRC checkout tailoring can be carried over to the Service Manager Service Portal catalog item form definition during catalog aggregation.

      After catalog aggregation, SRC support request checkout tailoring will be reflected in support item form definition in Service Manager Service Portal.

      Note SRC service request checkout tailoring will not work for the new Service Manager Service Portal. If you want to use your previous customization, you need to manually define it in the new portal.

    • You need to re-implement UI theme customization in Service Manager Service Portal. For the detailed instructions on the UI theme customization of Service Manager Service Portal, refer to Customizing Service Manager Service Portal.