Migrate your Alemba Service Manager data

Incidents are the primary ticket object in ASM. The RESTful API exposes incident records including status, priority, assignment, and linked history entries. We perform a direct field-to-field mapping for standard incident properties. Custom incident properties require a pre-migration field audit.

Service Requests are separate from Incidents and drive the Self-Service Portal workflow. We map Request records with their associated approval chains and catalogue item references. Approval history is extracted as a linked child object.

Change records carry full audit trails including CAB approvals, risk assessments, and associated CI links. The RESTful API exposes Change objects with their lifecycle status transitions. We preserve the full change chronology during extraction.

Problem records are linked to their related Incidents via a known relationship type. We extract Problems with their linked Known Error Records and root-cause annotations. Problem-to-incident linkage is maintained through relationship tables.

Tasks are generated automatically by the rules engine for parent records. We extract all task records but note that task auto-generation rules may differ between source and destination systems, requiring manual post-migration review of task workflows.

CIs belong to CMDB Item Types with a federated model allowing external discovery sources. We extract CI records with their type classification, relationship dependencies, and custom attributes. Federated CIs may have schema variation depending on the discovery connector used.

Asset records share the CMDB Item Type taxonomy with Configuration Items but carry financial and lifecycle attributes. We map Assets separately from CIs and flag records with missing depreciation or procurement data for manual review.

KB articles are linked to service catalogue items and are accessible via the RESTful API. We extract article content, categories, and associations. Articles containing embedded HTML or attachments require separate file extraction passes.

Catalogue items drive the Self-Service Portal and bundle related offerings. We extract catalogue entries with their associated workflows, pricing, and category assignments. Service bundle hierarchies require recursive extraction.

SLA definitions are attached to ticket types and define response and resolution windows. We preserve SLA assignments as properties on the ticket record. SLA breach history is extracted from the history log for compliance reporting.

Custom fields are created via ASM Designer and follow naming conventions like BU_[fieldname]_[fieldtype]. Versioning of fields between build cycles is a known pattern we account for during schema extraction. Deprecated fields must be explicitly excluded or archived.

ASM distinguishes between End Users (Self-Service Portal, no license required), Business Users (Nano interface), and Analysts (Core interface). We extract user records with their role assignments and group memberships. Licence-tier assignments affect what data they can access.

For regulated deployments in healthcare, government, and financial services, audit logs record every object state change with timestamps and actor attribution. We extract the full audit log table and map it to the destination's compliance object schema.