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Ticket Migration from Legacy system

RG_23
Explorer
0 Kudos

Hello Experts,

As part of Employee Center Service Center implementation, we are required to migrate some of the open tickets from legacy system to C4C. Templates, code list mapping, etc is sorted but facing issue with Legacy Ticket ID. Don't see the field 'External Ticket ID' in standard ticket template. Can anyone suggest how to capture it and show the field in ticket overview and also use it for ticket search?

Learned from one of the posts that ExternalKey used for migration is just for linking to Items and is actually not available at frontend.

Thanks a lot for your help.

Regards,

RG

Accepted Solutions (1)

Accepted Solutions (1)

0 Kudos

Hi Rajesh,

The ExternalKey in the migration templates is used purely for migration purposes. You will not see the values for this field in C4C. The concept is to help customers who are migrating a lot of data and are perhaps using multiple people to do the migration and using the ExternalKey allows you to stop from a duplicate migration taking place.

For your requirement, I would suggest you simply create an extension field on the Ticket Header and extend it to the Ticket ODATA service. This will also add the extension field into the migration templates for you to use.

Hope that helps

Regards,

Jameel

RG_23
Explorer
0 Kudos

Hi Jameel,

Thanks a lot for your solution. We will follow this approach.

But can you please confirm the usage of field 'External Ticket ID' available as standard field in C4C?

Regards,

Rajesh Gupta

0 Kudos

Hi Raj,

In most business objects, the external ID is used to reference the ID from another system. For e.g. Products, let's say you are integrating products from SAP ECC to C4C. In this case, the External ID of the product = SAP ECC product ID. Similarly, if you are integrating Tickets with another application for e.g. SAP CRM, then the External ID = Ticket ID from SAP CRM.

Hope that helps.

Regards,

Jameel

Answers (0)