These notes are intended to provide a step-by-step guide on how to implement ITSM Bridge Data Migration to the HRSD scoped application on Jakarta and Kingston.


ITSM Bridge can be used to migrate data from the HR global (unscoped) application to the HRSD scoped application on Jakarta/Kingston using  pre-defined migration templates included with the product.  Note that the source and target applications must be on the same instance. 

ITSM Bridge is not a replacement for the HR Data Migration plug-in that comes with HRSD - this is used to migrate a different set of tables.

There are 2 versions of this migration template, the first one is certified by ServiceNow and includes migration of the following tables:

HR Templates, HR Categories, HR Template Fields, HR Template Knowledge, HR Template Checklists, HR Template Record Producers, HR Template Tasks, HR Cases, HR Tasks, HR Case & Task Journal Entries, HR Case attached Knowledge Articles, HR Case attached documents, HR Case & HR Task attachments, HR Case SLAs, HR Case parent/child relationships, HR Task clone relationships, HR Case Related Items;

The second version of the migration template is uncertified.  It includes all the above tables plus the migration of template workflow and all related workflow records.

The full version of the migration template can be extended if necessary to include additional tables.  

Best Practice Guidelines:

1. We recommend that you use this migration tool on a non-production instance for first use.  If using with a production instance we recommend that you take a full back-up of all HR data prior to migration. In the unlikely event that you need to restore to a pre-migration state, you should have a reliable data backup to restore from;

2. No more than 50,000 case records should be migrated in a single execution run.  If you have more than 50,000 records, change the Variables Earliest Record Date and Latest Record Date when you execute the project to reduce the number of records (step 13 below).  Use the Source Count button on the Source Filter tab on the HR Case mapping to check the record selection total.  Refer to the Product User Guide for more information (Help->User Guide menu in ITSM Bridge client);

3. Before each subsequent execution, use the Service Now 'Clean Import Sets' function to remove previous import set data before running the application again;

implementation Notes

Step 1: Before you start, check that you have the legacy Human Resources: Core v1.0 application installed, then upgrade your instance to Kingston or Jakarta if you are on an earlier release;

Step 2:  Activate the Human Resources Scoped App: Core v2.0.x plug-in (v3.x on Kingston);

Step 3: Activate the 'Insert Multiple Web Service' Plugin on your instance if not already active.  This will improve the performance of the data migrations for large data sets.



Step 4. If using the certified version, download the ITSM Bridge HR Migrator application from the ServiceNow store, otherwise skip to step 5

Step 4a. Create a non-Admin ServiceNow user account for running migrations.

Step 4b. Add the role x_semai_hrm.user to this user account.

Step 4c. Select Properties from the ITSM Bridge HR Migrator menu in your ServiceNow application, then enter the username and password that you created in Step 4a.

Step 5. Login to your Service Now instance using an administrator account and open the table properties for the HR Template table (sn_hr_core_template), select the Application Access tab and select the 'Can Update' option then save (this can be un-checked after migration is completed if necessary).

Screen Shot 2018-01-26 at 15.15.22.png


Step 6: Check that you have the latest version of Java installed on your local machine; you can download the latest version from here:

Step 7: Install, launch and license ITSM Bridge v3.5.x or later on your local machine; Download from here

Step 8: From ITSM Bridge select File->New Project from Template then select one of the following templates:

HR Cases Global to Scoped (Store):  Certified version which excludes workflow migration. Requires non-Admin user access with the ITSM Bridge hrm role (x_semai_hrm.user)

HR Cases Global to Scoped (Full): Uncertified version which includes workflow migration. Requires Admin user access.


Step 9: Complete the fields on the new project connection window:

Project Name:  {Enter a name for your new project}

Location: {Browse for your preferred location or use default}

Source Server Type: Service Now

Target Server Type: Service Now

Source Connection Server URL: Enter the URL for your Service Now instance;

UserName/Password:  Enter your Service Now username and password (user created in step 4 for certified version or admin user for Full version)

Target Connection Server URL: Enter the URL for your Service Now instance; this must be the same as the Source Server;

Username/Password: Enter the username and password (same as for the source connection);


Step 10: Use the test buttons to test connectivity, then click on the Save Authentication check-boxes to save the login-details; click on Create to create the project.

Note: You must have network access to your Service Now instance from your client machine over web-services. If necessary adjust your firewall settings to allow web-services to send/receive messages.  By default web-services uses network port 443 to connect.

Step 11: Once the project is opened, select View Mappings List from the Project Menu;  This displays the full list of pre-defined table mappings for this project like this:


Step 12: Consult the Product User Guide (under the Help Menu) or visit the customer support portal at if you need help making changes to the default table mappings;

Step 13: Select Execute from the Project Menu then enter the Earliest Record Date and Latest Record Date (relates to the create date for HR Cases) that you want to migrate and indicate whether you only want to migrate Open Cases (True or False).  Note that the total number records migrated in a single execution should not exceed 50,000.  You can use the Source Count button on the Source Filtering tab on the HR Cases mapping to check the record selection total.

Screen Shot 2017-12-13 at 12.15.33.png

Step 14: On the Migration Options Tab, set the Migration Method to Import Set:

Screen Shot 2017-12-13 at 10.21.54.png

Step 15: On the Advanced Tab, set the Migration Chunk Size to 500. 

If you are using the certified (Store) version, set the Import Set Application to 'ITSM Bridge HR Migrator' and leave the 'Allow Import Set Web Service Synchronisation unchecked.

Screen Shot 2018-01-01 at 10.42.24.png


If you are using the Full version, set the Import Set Application to 'global' and select 'Allow Import Set Web Service Synchronisation'

Screen Shot 2018-01-01 at 11.48.51.png

Step 16: Click Execute and confirm execution when prompted.

Post Migration Activities

1. The progress of the migration is displayed in a separate window at the bottom of the screen.  After migration is complete, open the migration report from the Report menu to view details of which records were migrated for each table mapping.

2. The ITSM Bridge HR Migrator application includes menus that provide access to the Import sets and Transform Maps used during the migration process. If you want the user with the custom role x_semai_hrm.user to have access to these, then you must add the roles import_transformer and import_set_loader to the x_semai_hrm.user role.

3. Business Rules are not migrated.  If you have custom business rules on the legacy tables they will need to be re-created on the equivalent scoped table and updated to reflect changes to table names and field names.

Supplementary Notes

1. If using the full uncertified version of ITSM Bridge for HR Migrator, for all active cases that have related workflow, the workflow will restart from the beginning on each migrated case record.

2. If using the certified (Store) version of ITSM Bridge for HR Migrator, no workflow is migrated with the case or template records. 

3. Due to restrictions on access to HR Templates, this table and the relationships between templates and child templates are populated using a direct update method and script which is not currently certified by Service Now. 


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