With the end of maintenance agreement from SAP on Solution Manager 7.0, this year 2013 has been for some of us quite a journey to go through, with all the challenges imposed by installation or upgrade from Solman 7.0 to 7.1 (see my recent blog on this topic, as well as the one written by my colleague Sebastien Duprez, who shared some typical strategies observed within our Company’s mandates).
The truth is…for some of us, we are not yet at the end of the journey! Some tickets will still be managed in the “old” Solman 7.0 UI, until completion. Two interfaces, two processes,…and a third one to reconcile the whole scope when it comes to report on ITSM activities and manage continuity !!!
For almost two years now, we have been quite challenged by some weird situations like:
- Some of our customers were planning a manual migration of more than 10.000 tickets, with a re-start from first status of each ticket,
- Some other were about to re-schedule their release policy in order to close all ticket-related activity before Solman 7.1 upgrade
- …not to mention those who took on migrating 100.000+ ticket history from a third-party system into Solman 7.1…and having to face a tremendous functional gap (new used data, new meaning, new phase stages,…).
Since no standard solution was made available by SAP, we took the initiative to develop our own pre-packaged migration tool : our complete DMTK (Data Management Tool Kit) suite is now globally available for our customers.
Below are the principle from which this DMTK was built:
- Taking care of any kind of ticket (standard AND not standard).
- Being able to inject ticket from any kind of external system into Solman 7.1 OR any other Solman version.
- Dealing with all imaginable Transport Orders issues with ChaRM tickets and related documents.
- Handling massive (100.000+ tickets) migration scopes within a weekend.
- Providing ChaRM/ITSM end-users with a test mode (giving them a foretaste of new 7.1 ITSM/ChaRM Migrated Tickets).
- Allowing ChaRM/ITSM end-users to manage all the tickets with ONLY Solman 7.1 new UI.
- …at an affordable price (at least twice the price less than a manual migration…).
We dreamed it? …we did it! Here is how a migration goes with DMTK:
- This tool applies some pre-defined mapping rules on “old” ticket, resulting in a new set of tickets compatible with Solman 7.1
- In this process, previous links (between tickets, tickets and transport orders, tickets and attached documents…) are re-created in the new system
- Unassigned transport orders to 7.0 Tickets are also covered by DMTK
Before tickets migration, some prerequisites are needed in order to get the right information at the right place. This stage is called the “mapping” stage (some mapping rules have to be defined before the migration itself):
- where will User Status in the old ticket (ZLFN) be injected in the new ticket (ZMIN)?
- same question with Date types, Partner Functions, Business Partners, Text Profiles, Categorization schema, IBASE Components, ChaRM Projects…?
In order to achieve this, we thought of a concept called a “plug”. A “plug” is an object with a specific behaviour, pre-customized (about 50 “plugs” are available in DMTK Library) and/or adaptable, aiming at extracting and/or injecting any kind of data.
In a previous version of DMTK, the “data mapping” stage of preparation was done manually. With 2 years of experience, our expertise is now ingrained into those “plugs”, meaning you do not have to think about how each field has to be migrated: . We cover 100% of std Ticket fields and CUSTOMER_H to AET Fields Migration by easy customizing steps (Specific Fields of Old & New UI).
In case, a customer has very specific rules that are not covered; it is then easy to create a single plug and simply add it to the export/injection Framework to tackle this uncomfortable scenario. In addition to that, a UserExit is provided at CRM Data injection stage in order to let the Customer handle CRM Ticket Creation his own way :
- Just before Ticket Creation (in order to consider very specific Customer Rules)
- Right after Ticket Creation (in order to modify for example the Creation Date of the Ticket to the "past")
Once all mapping rules are covered by “plugs”, the migration can start.
Depending on your situation; 1 to 4 steps might be needed
- Extracting CRM Tickets (to one or many CSV Files)
- Exporting CRM Tickets Attachments (to Local Path or Solman Server)
- Injecting CRM Tickets (from CSV File to Solman)
- Importing CRM Tickets Attachments (From Local Path or from Solman Server to Solman db or Solman’s SAP Content Server)
One can decide to migrate a large number of ticket or smaller successive scopes.
There is a Test Mode during injection steps that lets you confirm that MTK will know how to manage Conversion from Source Data to Target Data Format (7.0 à 7.1).
In the migrated tickets, one can re-assign or assign for the first time a set of Transport Requests. So it is then possible to take over old ChaRM Transport Requests and the ones that have never been managed by ChaRM.
IMPORTANT : Current Version of DMTK does not recreate CSOL/Retrofit Data in Solman.
Once migration completed, end-users will be able to access their old ticket information through the new Solman 7.1 UI (see below).
And be able to have access to the history of the ticket :
This tool has already been used in three very specific and different contexts:
- Mostly in the context of Solman 7.0 to 7.1 Upgrades (between 10.000 and 30.000 tickets, and their assigned Transport Orders)
- As well as in the context of a migration from Lotus Notes to Solman 7.1!
- 70.000 tickets
- 100.000+ attached documents (10 years data, split in 4 different source systems)
- And the migration itself took less than a weekend
As a conclusion, I really invite anyone who has develop a similar or different approach to share it, following this blog.
With your contribution, I will then be able to fulfill on my promise to update you on existing pre-packaged solutions for ticket migration…as I did not find any preparing for this blog!
Looking forward to all your questions and comments,
(below are presented a series of screens showing how ticket migration looks like in DMTK, as well as a generic roadmap for data migration).
DATA MIGRATION ROADMAP
- Implementing target process in Solman
- Identify mapping rules
- Customizing DMTK
- Test run and rules adjustments
- Data extraction / export of attachments
- Data injection / import of attachments
- Post-migration : transport order assignment (optional)
On First Run, system asks you wich in which scenario you are: Solman to Solman, External System to Solman or Solman to File. You can make the Tool remember your preference for next runs. This will make this popup not appear on the next usages :
Depending on your choice a Customizing Roadmap & a Run Roadmap are proposed. A Solman to Solman Migration is done in 2 main steps :
For Customizing, 4 steps are required:
- Plugs Declaration (approximately 50 Plugs are provided – cover 100% of standard fields)
- Extraction Framework (List of Plugs for Extraction – Customer Extraction Data Scope)
- Injection Framework
- Mapping Tables Customizing (Customizing of Mapping Tables : Info 7.0 VS 7.1)
All mapping info is customizable in Excel Files and uploadable in a ZIP File through a Single Click
All UIs have been designed for an easy and comfortable user experience. All customizing Steps and major run steps are available in a Web UI with roadmaps, ALVs, Drag & Drop functionalities etc.
Some important features like the ability to inject data from an external file, or the possibility to include the attachments documents, from any type, to the targeted system (whether those documents come from Solman or another external server) completes the whole preparation.