Migrate data from legacy Service scheduling using migration tool

Follow these steps to migrate entity records from legacy scheduling experience to the new scheduling experience.

  1. Sign in to the Customer Service Hub app with Administrator or System Customizer role privileges.

  2. Select Scheduling from Change area.

  3. Select Data migration under Tools. The Migrate to Service scheduling on Unified Interface page displays the Last run status. If you've never run the tool, then the Date and Status field will be blank.

    Data Migration

  4. Review the details and select Next in the Migrate to Service scheduling on Unified Interface page. The Step 1/3: Configuration data page appears that displays the name of the entity records and the total number of records that will be migrated.

  5. Specify the following in the Step 2/3: Service Activities page and select Migrate.

    Field Description Value
    Migrate Service Activities Set the toggle to On to migrate the service activities. On
    Start date Select a start date from the date picker. 6/20/2019.
    Note: This is an example value.
    End date Select a end date from the date picker. 9/23/2019.
    Note: This is an example value.

    The tool considers all the Service activities that are scheduled to start and be completed within the date range.


    • The migration tool doesn’t consider the records whose status is marked as Ignore. To learn more, see Understand migration status.

    • If you create any records after you start the migration, the newly created entity records will not be fetched and migrated.

  6. Review the information in the confirmation dialog and select Migrate. Once you migrate, the action cannot be undone.

  7. Review the status of the migration. If the migration is successful, select Done, and the migration status page is displayed.

    Migration in progress


    After you’ve migrated an entity record, if you update the record in the legacy service scheduling, the difference of update can’t be migrated using the tool. You must manually update the changes in the new service scheduling experience.

Understand migration summary and troubleshoot

The status column displays two types migration status for the entity records:

  • Done: When the migration of the entity records is completed successfully, the tool displays the status as Done.
  • View Errors: When the migration of the entity records is failed, the tool displays the status as View Errors.

View errors

If the migration of one or more entity records has failed, the status column displays for which entity records the error has occurred.

Migration with errors

Select the View Errors in the status column to view the details in a new browser tab. The tool navigates to the associated entity view that shows the record name, status (which will be failed all the time), and migration failure reason.

For example, when you select the View Errors option against the Service Activity, a new browser tab opens, and the tool displays Service Activities - Migration Status page.

To learn more, see Troubleshoot using migration information.

Troubleshoot to resolve migration errors

One of the reasons for the failure of entity record migration is a dependency between the entity records. That is, a Service Activity entity record has a dependency on the Service entity record, which in turn has a dependency on the Resource Group entity record. If the migration of Resource Group fails, then migration of Service and Service Activity also fails.

Migration record failure


Resolve the errors in the order in which the entity records are migrated. To learn about the order of migration, see Considerations for migration.

For example,

Kenny Smith, a customer, has scheduled a service activity with Contoso Bike Center. To do this service activity, the Bike technicians resource group and Bike overhaul service are required.

See the matrix for the dependency.

Entity name Record name
Resource Group Bike technicians
Service Bike overhaul
Service Activity Kenny Smith (customer)

The Service Activity for Kenny Smith has a dependency on the Service, Bike overhaul and Resource Group, Bike technicians.

Let us take the above mentioned example to learn how to resolve the error.

  1. Select View Errors against the Service Activities record in the Data Migration Wizard tab.

    The Service Activities - Migration Status page opens in a new browser tab.
    You can view the migration error message for the Kenny Smith customer stating service has failed due to the Dependent ResourceGroup is not migrated, which has the GUID as 3979D7DB-F5DA-E911-A81F-000D3A6D4947.

  2. Open a new browser window and go to http://<dynamics org url>api/data/v9.0/services(<Guid>). For example, http://<dynamics org url>api/data/v9.0/services(3979D7DB-F5DA-E911-A81F-000D3A6D4947).

    Now, you find the record name. In our case, it is Bike technicians, which is a Resource Categories entity in the new service scheduling experience.

  3. Select View Errors against the Resource Categories record in the Data Migration Wizard tab.

    The Resource Categories - Migration Status page opens in a new browser tab.
    You can view the error the caused the Site entity record failure.

  4. Resolve the error that caused the migration failure, and then you can go to the migration step, and select Retry Migration to start the migration for the failed entity records.


    In case of retry scenario, the migration tool shows the number of records that need to be migrated in that retry scenario of migration.

  5. Review the migration status, if there are any errors, investigate in a similar way as explained in this example.

See also

Introduction to migration of entity records

Plan your migration