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HR Helpdesk Request Migration from legacy application

in Help Desk 15 comments

Summary:

Questions & best practice around HR Helpdesk Request Migration from legacy application

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Hi Team

We have got a requirement to migrate In progress active HR helpdesk requests from legacy application to HR helpdesk.

We will be continue using same mailbox in HR helpdesk i.e. during cutover window, we will switch the mailbox from legacy application to HR helpdesk. I am looking for inputs and best practice around data migration to avoid duplicate tickets being created.

  1. How did you approach the data migration during cutover phase?
  2. Once we switch the mailbox to HR helpdesk application, if employee tries to respond to older ticket from their email, new tickets will be created (as message ID, SR ID reference will not be there). How can we mitigate this?
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