How do we migrate service ticket interactions in C4C

[umamahesh_t]

All,

We want to migrate service tickets from our legacy system to C4C. While I found all other templates in Data Workbench, I do not see anything for interactions (emails). Is only OData Services the way?

Any answer is appreciated.

thanks

Mahesh

[umamahesh_t]

After further analysis, all we need to do is use email templates to load emails and link them to tickets using related items/follow up templates.

[former_member145911]

Hi Mahesh,

Great news. Glad you got it sorted.

Regards,

Jameel

[former_member145911]

Hi Mahesh,

You could use the ServiceRequestNotes to import your interactions. When you download the template, take a look at the file that is named CodeList_Type_Code. This file will provide you with the different type codes that can be used to import the notes. There are quite a few of them so test out a few so you can be sure which one best fits for you. The common ones used are 10008 Reply from Customer and 10007 Reply to Customer. Once the notes are imported, they are then visible in the Interactions facet within a Ticket.

Regards,

Jameel

[umamahesh_t]

Hello Jameel,

Thank you for the inputs. I now can use some of these to import as internal notes, description and resolution text. But I do not see email interactions behave the same way as other notes do.

For eg, when I export service request notes from data workbench, i get all notes from the ticket but not emails.

I am wondering email notes are handled in a different way.

thanks

Mahesh