Will the original assignees, message authors and created dates be preserved when we migrate to BMC Helix ITSM?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in BMC Helix ITSM. Where BMC Helix ITSM cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If BMC Helix ITSM can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in BMC Helix ITSM, review sample records from it and propose how it can be represented, based on what BMC Helix ITSM supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
Will migrating to BMC Helix ITSM send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in BMC Helix ITSM will send messages about the migrated data: we import with notifications switched off wherever BMC Helix ITSM allows it, and pause any automation that could send them or give it a condition that skips migrated records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that BMC Helix ITSM can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through the application itself where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if BMC Helix ITSM requires fields our current data doesn't have?
We check BMC Helix ITSM for required fields your current data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where BMC Helix ITSM lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
We use a lot of custom fields. Can you map them to BMC Helix ITSM?
Where BMC Helix ITSM has a place for them, yes. Each migration is a custom script written for your project, so your custom fields and structure are mapped to BMC Helix ITSM's model rather than forced through an import template. Where field types differ, such as a value stored as text in your current system that BMC Helix ITSM needs as a number, the script converts it. We agree the mapping with you and prove it on a sample migration before the full run.
Will links between our records still work after we migrate to BMC Helix ITSM?
Yes. We move your data in two passes. The first pass creates every record in BMC Helix ITSM and stores its new ID. The second pass goes back and points each reference at the new record, so links between records lead to the right place.
What data will be migrated to BMC Helix ITSM, and how will each type of record map?
It depends on your current platform and the scope you choose, but it is usually the core records and everything attached to them. Before anything runs, we send you a migration checklist showing where each type of record lands in BMC Helix ITSM, including anything that won't move, and you confirm the scope.
What happens if some of our field values are longer than BMC Helix ITSM allows?
We handle it in the migration scripts. Fields where BMC Helix ITSM's limit is shorter than your data are identified while we map your data, the handling for each one is agreed with you before the migration runs, and you can check the result in the sample migration before the full run.
Do you migrate our users, or do we need to create them in BMC Helix ITSM before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in BMC Helix ITSM before the full migration, so every record can be attributed and assigned to the right person; the sample migration uses a default user, so it doesn't need them. If you'd rather we create the accounts, send us the list of users and their roles and we provision them for you, where BMC Helix ITSM allows it.
Will the migration delete or overwrite any data that's already in BMC Helix ITSM?
No. The migration adds your records alongside what is already in BMC Helix ITSM, and nothing there is deleted without your confirmation. Where an incoming record matches an existing one, we link to the existing record rather than creating a second copy, and corrections to migrated records are made as updates wherever possible rather than by deleting and recreating them.
What happens if BMC Helix ITSM rejects some of our records during the migration?
We log each rejected record, fix the cause and push it again. Common causes, such as a required field your data doesn't fill or a value in a format BMC Helix ITSM doesn't accept, are agreed with you and handled in the migration scripts, and the scripts can be re-run safely without creating duplicates. When the migration finishes, you get a list of every migrated record and of anything left out, with the reason.
Will the data we migrate count toward BMC Helix ITSM's plan limits or storage charges?
It depends on your BMC Helix ITSM plan. Migrated records arrive as regular records in BMC Helix ITSM, so whether they count toward its record or storage limits is set by BMC Helix ITSM's pricing, and its own team or your implementation partner can confirm how your plan treats them. If limits are a concern, you can reduce what moves, for example by migrating only the last one or two years of history.
Superhuman Docs (Coda)
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Cursor. Describe the move in plain English; the agent runs it.
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