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Overview

If you are migrating from your current ticketing system to a new one or updating your ticketing system instance to support a different environment type, your Pia portal will also need to be updated. Pia will need configuration changes so that it is referring to your new ticketing system instance for data required during package executions.

The purpose of this article is to outline the tasks that need to be taken before and during the migration to a new ticketing system for successful migration and to ensure Pia's support for the new ticketing system. The migration process requires actions from both the Pia team and your designated Pia champion. The specific actions to be taken may vary slightly depending on the type of migration that has been chosen.

Changing from one hosting to another​

This section covers a scenario where you are keeping the same ticketing system but change hosting to support a different environment type. An example would be changing from ConnectWise On Prem to ConnectWise Cloud.

You may choose between the following two options during the migration process:

Backup and Restore​

This process involves taking a backup from your existing ticketing system instance and restoring to the new instance that you want to migrate to. This method helps you recover your current data and your API keys into your new ticketing system instance so that you are not losing your current configuration during migration.

Below are the tasks that need to be performed for backup and restore:

Before Migration

  • (Optional) Notify Pia support team at least two weeks before your planned migration so that Pia can assist if there are any issues during migration

During Migration

  • You will need to update your ticketing system connected service configuration in Pia to ensure that Pia is now connected to your new ticketing system instance after migration. Follow the steps below to update the connected services in your Pia portal:

Step 1: Login to your Pia portal and go to connected service screen Step 2: Open the configuration for your current ticketing system connected service Step 3: In the API Credentials section, change the URL of the ticketing system to point to the correct instance Changes to additional detail should not be required as your selected migration process should restore your API keys. Step 4: Click 'Save' to save your changes

Migrate to a fresh instance​

This process includes migrating to the new instance without restoring any backup data from your existing ticketing system instance. The following tasks need to be performed before and during the migration process to ensure that the migration happens successfully:

Before Migration

  • Pia will need ample notice if you are planning for migration so that required resources can be allocated to facilitate the migration. So, the first action is to notify Pia support team at least two weeks before your planned migration
  • Schedule a date and time with Pia for cutover so that Pia can provide you with required resources
  • Import the clients to the new ticketing system before the migration date as you will not be able to use your existing ticketing system instance after migration
  • While importing the clients, make sure that the name of the clients in the new ticketing system instance matches to the name of the clients in your existing ticketing system instance
  • If you are using the triage package and plan to change your board or ticket classification configuration, triage will need to be reconfigured. To learn more about triage configuration, click here

During Migration

  • Pia Team will make backend changes on the cutover day. After the cutover, you will not be able to use your old ticketing system
  • You will need to update your ticketing system connected service configuration in Pia to ensure that Pia is now connected to your new ticketing system instance after migration. Follow the steps below once the Pia support team contacts you to update the connected services in your Pia portal:

Step 1: Login to your Pia portal and go to the connected service screen in Pia Step 2: Open the configuration for the ticketing system connected service Step 3: Make the following changes to the connected service configuration:

Changes to API credentials:

  • You will need to setup your API key from scratch during this process. To learn how to setup API keys , click here
  • If you wish to change the company Id in the new instance, the username field needs to be updated with the new company Id

Changes to Company Sync:

  • Company Type(s) will need to be changed if you change your company type in your ticketing system

Changes to Pia Screen:

  • Make sure that the Pia Board either exists with the same name or update the board name

Changes to Integration

  • Webhooks and Pia Embeds need to be re-configured for the new ticketing system instance. Click on the 'Configure' button to re-configure your ticketing system integration

Step 4: Click 'Save' to save your changes

Changing to a different ticketing system​

You may wish to change your ticketing system altogether for added features or for cost benefits. For Example: Migrating from ConnectWise to Autotask or from Autotask to Halo PSA.

Here are the tasks that need to be performed before and during the migration process to ensure that the migration happens successfully:

Before Migration

  • Pia will need ample notice if you are planning for migration so that required resources can be allocated to facilitate the migration. So, the first action is to notify Pia support team at least two weeks before your planned migration
  • Schedule a date and time with Pia for cutover so that Pia can provide you with required resources
  • Move the clients to the new ticketing system before the migration date as you will not be able to use your existing ticketing system after migration.
  • While moving the clients, make sure that the name of the clients in the new ticketing system matches to the name of the clients in your existing ticketing system
  • If you are using the triage package, you will need to make sure that the new ticketing system supports the Triage package. To learn more about triage, click here

During Migration

  • Pia Team will make backend changes on the cutover day. After the cutover, you will not be able to use Pia in your old ticketing system
  • You will need to update your ticketing system connected service in Pia to ensure that Pia is now connected to your new ticketing system after migration. Follow the steps below once the Pia support team contacts you to update the connected services in your Pia portal:

Step 1: Login to your Pia portal and go to connected service screen Step 2: As Pia supports only one configured ticketing system, you will need to navigate to your existing ticketing system connected service and delete the configuration Step 3: Hit the create button and create a new connected service for your new ticketing system. Click here to learn how to create a new connected service in Pia Step 4: Click on 'Save' to save your settings