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Moving ITSM Configuration Between Instances

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In this lesson, you will learn:

  • What update sets carry
  • What they don’t carry
  • How SNWR names and orders them
  • How to move them safely

🔁 Quick look back: Last time: An ITSM Regression Pack with ATF. You learned how the SNWR ITSM regression pack uses ATF to re-test key journeys automatically.

1 “It worked on dev!”

The incident setup moves to snwrtest.

  • Routing fails: the assignment groups aren’t there.
  • SLAs fail: the schedules are missing.
  • The update set looked complete.

🎯 The problem: Update sets carry configuration, not data. Missing data breaks the setup.

👉 The fix: plan update sets for configuration, and a separate load for data.

2 Configuration or data?

Key term: Update set

A bundle of configuration changes, moved from one instance to another.

Key term: Configuration

How the system works: forms, rules, flows, SLA definitions.

Key term: Data

Records the system uses: users, groups, schedules, locations.

Configuration versus data for SNWR's incident setup. Carried by update sets: form layouts, UI policies, assignment rules, SLA definitions, notifications and flows. Not carried, loaded another way: assignment groups, users, schedules, locations and CIs. A note says data is loaded with import sets or XML, before the update set is committed.
Figure 1. Update sets carry configuration. Data moves another way.

3 SNWR’s rules

  • One update set per story, named like SNWR-INC-012 Priority descriptions.
  • Load data first. Then commit update sets, in order.
  • Preview every update set. Fix every problem before you commit.
  • Riya moves them. Nobody edits on snwrtest.

💡 Good to know: Need a refresher? See Fundamentals › Update Sets.

4 Let’s try it: plan the incident move

  1. List every story in the Incident setup, and its update set.
  2. Mark each record in them as configuration or data.
  3. For data, like SNWR Service Desk and SNWR India business hours, plan an import set or XML load.
  4. Retrieve the update sets on snwrtest (or a second PDI). Preview, fix problems, then commit.
  5. Run the SNWR Incident priority ATF test to check it worked.

5 Quick recap

  • Update sets carry configuration
  • Data, like groups and schedules, moves another way
  • Load data first, then commit update sets
  • Preview and fix every problem before committing
  • One update set per story, clearly named

6 Check yourself

Think of your answer first. Then tap to check.

1 Does an update set carry assignment groups? Show answer

No. Groups are data.

2 What goes first: the data load or the update set? Show answer

The data load.

3 An SLA fails on snwrtest. What might be missing? Show answer

The schedule it uses, which is data.

4 What do you do before committing? Show answer

Preview it, and fix every problem.

Nice work! You can move SNWR’s setup between instances. 🎉
Next up: Migrating Open Tickets at Cutover

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