I am curious how this worked out for you. I am having issues with bring over tickets from our OLD service desk to our New Service Desk. The requirement was to move "Completed" tickets from the OLD system (SolMan 3.0 SP12) to the NEW system (Solman4.0 SP16). To move the completed tickets in OLD, I had to make a copy of the ticket and then click Send to External Service Desk (also tried Synchronize with Ext. Service Desk). Tickets came over with status of New. But I cannot put them in a status of "Completed" from a System Status standpoint. I was able to set them to Completed from a User Status standpoint, but I had to do a workround to get the user status to "Complete".
However, this is pointless puttting them in a User Status of completed when the system status will not go to "Complete". I get errors in the System status log that complains that the message can only be closed in the external service desk (assuming it means OLD service desk). However, that does not work as the OLD system complains that the service desk ticket is locked in the NEW system.
If you have any insight, I would love to hear how you went about this and if you had the same issues come up.
I have a posting on here on the situation that I put out there yesterday.
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