ITSM uses hidden data fields for references to other tables' records.

Workflow and display tables rely on these hidden fields. For valid ITSM data, these reference fields must be looked up and set correctly.

These tables and references are completely undocumented.

Take the "CTM:Support Group Association" record required to associate a support person to a support group.

This table includes two Request Id fields to identify the Person and the Support Group records being associated.

When transferring a person from one system to another, both the Person Id and the Support Group Id values must be looked up; the values in the extracted spreadsheet or on the other server are ignored.

This script extracts and loads sets of Support Staff and all dependent tables across servers.
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Meta-Update features make these scripts trivial to develop.

• Follow chains of related queries so that trees of data may be extracted or updated.
• Iterate through a query loading any required records and generating a CSV row with all records' data.
• Iterate through a CSV row, loading any required records and creating or updating a Remedy record with all CSV rows and loaded records' data.
» More about Meta-Update features