Configure MSP Manager and test the Service Desk migration process

There are a few sections of your MSP Manager account that need to be properly configured before beginning the migration of Service Desk data. Get familiar with MSP Manager by setting up your ticket mailbox and customer portal, creating Service Plans and a test customer, opening a ticket, and running a billing batch.

Reference this table for terminology and feature differences between Service Desk and MSP Manager:

Service Desk Terms & Features

MSP Manager Terms & Features

Staff Agents

Users

Users/Contacts

Contacts

Sites

Locations

Asset Type

Asset Class

Manage Attributes

Configure Asset Mapping (this feature is part of the migration tool, and only available during the migration process)

Email Retrieval

Ticket Mailboxes

Site Visit

Appointment

Dashboard 

Company Dashboard and My Dashboard

Agents

Users

Tickets

Helpdesk

Cost Entry

Expense

Knowledge base

Knowledge > Procedures

Settings > Email Templates

Settings > Templates > Notification Templates

Localization

Settings > Company Settings > Default Settings

Settings > Installation settings > Front End

Settings > Company Settings > Portal

Settings > Roles/Permissions

Settings > User Management > Roles & Access Groups

Settings > Rules

Settings > Ticket Routing > Workflow & Rules

Settings > Queues > SLA

Settings > SLA > SLA Policies

Settings > Email > Support Channels

Settings > Company Settings > Ticket Mailboxes

Settings > Queues

Helpdesk > Queues

Settings > Create Invoices

Billing > New Billing Batch

Settings > Rate Cards & Billing

Settings > Service Plans > Hourly Service Plan

Settings > Contracts

Settings > Billing > Service Plans/Program Levels

Settings > All Integrations

Settings > Company Settings > Integrations

Schedule > Scheduled Tasks

Schedule > Add Schedule > Recurring Tickets

Reporting

Reports

Configure your MSP Manager Manager account before migrating Service Desk data

  1. Navigate to Settings > Company Settings > Ticket Mailboxes to configure your Ticket mailbox. This is used to send login instructions to new Users and Contacts from Service Desk.
  2. Navigate to Settings > Company Settings > Portal to set up your Customer Portal.

    This must be configured in order for Contacts to log in, create their password and start creating tickets.

  3. Navigate to Settings > Billing > Service Plans and create a Service Plans. In order to start creating tickets in MSP Manager, you need to create Service Items and specify a default Service Item for your customers.
  4. A Service Plan is a Service Item contract that can be assigned to multiple customers. You can also assign Service Items on a per customer basis, or use Program Levels to apply multiple Service Plans to all your customers.

  5. Navigate to Settings > SLA > SLA Policies to create a new SLA policy.
  6. Create a customer and create a test Helpdesk Ticket for that customer. Add a time entry to the ticket, and mark it complete in order to bill for it's time.
  7. Navigate to Billing and run a Billing Batch to familiarize yourself with the ticketing and billing functionality of MSP Manager.

After configuring your MSP Manager account and adding some data, run a test migration using a single customer prior to migrating all of your Service Desk data.

Test the migration process before migrating all Service Desk data

Test the migration process by only bringing over your Service Desk Staff Agents, one Service Desk Customer and the Task Templates, Assets and Queues for that customer. During the migration process, you can track the status and progress of each data type using the status chart at the bottom of the page.

Recommended best practices:

  • Do not import contacts yet. This will send an invite email for the MSP Manager Customer Portal to all Service Desk Users/Contacts. This could potentially confuse your Service Desk customers on which ticketing system to use.
  • Do not import tickets yet. Any changes to open tickets during the testing phase of this migration will not be updated.

Turn off Two-Factor Authentication in Service Desk before starting the migration.

  1. Navigate to Settings > Integrations and select MSP Service Desk > Configure > Add Service Desk Credentials.
  2. Enter the Admin credentials and URL for your Service Desk portal, and click Save Credentials to connect to Service Desk. A confirmation message is displayed at the bottom of the page. If you are unsure, use the Test Connection button to confirm that the connection was successful.
  3. Navigate to Import Users to view a list of Staff Agents from Service Desk. Select which Staff Agents to import as MSP Manager Users, and click Import Users.
  4. Select Import Customers/Sites, choose a single Service Desk Customer/Site to import, and click Import Customers/Sites.
  5. Import the Task Templates, Assets and Queues for that customer.

Click to view the log files for any items that fail to import, and use the Import History section at the bottom of the page to view a running count of all imported data as it moves from Service Desk to MSP Manager.

After successfully testing the integration with Service Desk, you can begin to migrate all Service Desk data to MSP Manager.

Check out the Service Desk Quick Start guide and other useful links for additional Service Desk information.