Service transfer

You can transfer services, including their settings, from one instance of Alvao to another instance by exporting the settings of the selected services to a file in one instance and then importing that file into the other instance. In this way, you can, for example, transfer new services that you have created and tested in a test environment to a production environment.

Importing the file into the target instance creates new services, processes, etc. If the same named services, process, etc. already exist in the target instance as in the imported file, these elements are not updated in the target instance.

The target Alvao instance must use the same Alvao system language as the source instance.

Export of services

In a source instance (e.g., in a test environment) in Administration – Services, select the service you want to transfer. If you do not select any service, all services in the tree will be transferred.
Use the Export command to specify whether you want to save the service to the file with or without any child services.
Name the file and confirm the export.

Import services

In a target instance (e.g. in a production environment) in Administration – Services in the tree or in the service table, select one service to which you want to import services from the file. Use the Import command. If you do not select a service, the new services are imported into the root of the service tree.
Select the file with the saved settings from the disk, see Exporting services, and confirm the file selection with OK.
In the displayed dialog, check the overview of the settings to be imported and confirm the import.
The package is imported sequentially and finally display report with an overview of the imported settings. Note: The report of the imported settings is thus saved in the Windows ALVAO Audit log.
Finish the set up according to the instructions in the report.

File contents

The file contains following information:

Service (including sub services)
- Service settings (name, order in tree, key words, form settings, etc.)
- Icon
- Service catalog display settings
- Form for submitting a new ticket possibly including a default ticket template
- Setting up a service representative
- Notifications (including own notifications)
- Custom fields of services and their values
Processes of exported services
- General settings of the process
- Ticket items set in process
- Solving process
  - Ticket statuses
    - General state set (name, description, instructions for solvers, etc.)
    - Set announcements for the requester (including a custom template)
    - Required items for transition to ticket state
    - Set approval
      - Target requirement statuses
      - Report template for approvers
      - Approval scheme name for automatically triggered approvals
    - Rules for automatic ticket creation (see module ALVAO Advanced Workflows) including the corresponding ticket templates, but only for the services contained in the exported file.
Custom ticket items used in exported processes and services
Custom fields for ticket states
Exported service icons

The listed entities are exported including text translations into other languages.

The file does not contain:

Users
User groups
SLA
Access to services
Assigned SLAs to service requesters
Approval schemata
Operating hours
Tickets templates in addition to the exceptions listed

Did not find what you were looking for? Ask our technical support team.