Mapping System Values

When running certain migrations such as Kayako v4, it is possible to customize the migration by overriding the default mappings to control the way in which item types and classifications in the source Help Desk application are mapped to equivalents in the target Zendesk environment.

It is possible that one or more types of item exist within the source Help Desk for which there is no direct match in Zendesk.

It might simply be the case that the Type names differ, or that the equivalent item type is formed in Zendesk using a more generic item type together with a supporting classification such as status or priority.

Where the latter is the case, the Zendesk Migration Utility provides the option to specify how such item types and classifications should be translated during the migration operation.

Select the Option to Map System Values

1. Select this option if there is a need or desire to customize the mapping between items in the source Help Desk application and the instance of Zendesk into which the items will be imported.
2. When the operation is invoked using the "Migrate" button, a subsequent form is displayed providing the option to configure the way in which exported items are typed or classified on import.

*Note: leaving unchecked will use the default settings unless the migration utility identifies the presence of custom status values in your source Kayako V4 database, in which case the "Define Mappings" screen will be displayed before the migration can be run.

Configure Type Mappings

The migration utility will identify each type of item exported from the source Help Desk and present them on this form to allow mappings to be configured.

1. For each Type listed, select and equivalent Type in Zendesk from the combo drop down.

Note: if "None" is selected, then items of this Type in the source Help Desk will not be imported into Zendesk.

Configure Status Mappings

Status Mappings deal with the state life cycle associated with each item since it is possible that the source Help desk application has greater or fewer states in the life cycle, all of which must map to an equivalent in the Zendesk item state life cycle.

1. For each Status associated with exported items, select the Zendesk equivalent from the combo drop down.

Configure Priority Mappings

The source Help Desk application might support a process with greater or fewer levels of priority for each item, or might use alternative names for each priority.

1. For each Priority associated with exported items, select the Zendesk equivalent from the combo drop down.

Note: if "None" is selected, then the priority will not be set when the associated items are imported into Zendesk.

Proceed with the Migration

1. Select the "Proceed" button to commit the mapping updates and continue with the migration.

Monitor Progress of the Migration

The migration will continue onto the progress page from where progress against the export and import of data can be monitored.

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