Scenario's for Email Migration :-

Scenario 1: Changing Email Address due to Addition of Second Name  

An SDP Cloud user wants to update his/her email address to include a second name. Since the email address is the unique identifier in SDP Cloud, he/she needs to make this change without affecting the history of his/her r`equests. The above changes can be done in two ways:

1. By the User

2. By the Admin

Steps to be followed as a user:  

1. User can log in to SDP Cloud and click on the username in the top right corner and select "My Account."

2. User will be redirected to accounts.zoho.com to verify their credentials in order  to make any changes to their accounts page. Once done, they can click on "Email Address" under their profile.

3. Add the new email address. An OTP will be sent to the email for confirmation. After verifying, set it as the primary email address by clicking on "Set as primary."

You can use both email addresses to log in; however, only the primary email address will be used for notifications triggered from the application.

Steps to be followed by an Organization Admin :-

1. The Org admin can click on the nine dots in the top left corner and locate "Zoho Directory" at the bottom of the tab.

2. Click on "Applications" and add the application "ServiceDesk Plus"

3. Once done, click on "Users" → Select the specific user and click on "Manage Email Address."

4. Add the new email address and set it as the primary address by clicking the star icon.

Scenario 2: Migrating Email Domains after Acquisition by Zylker  

An organization has recently been acquired by a company called Zylker. Due to this major change, ITSM Admin has been assigned the task of migrating all email domains in SDP Cloud without affecting the history of the data.

Email domains can be bulk migrated in multiple ways:

1. Bulk Import via CSV

2. Azure Sync

3. Provisioning Tool Sync

Roles required → SDAdmin with Organizational Admin privilege.

1. Steps to be followed for the bulk Domain change via CSV Import  :-

1. Please login as the Organizational Admin and  click on the Nine dots in the top left corner and navigate to the ESM Directory as shown below,

           `

2. Now click on the Verified domains and verify the domain(Zylker) as instructed in this link, https://help.sdpondemand.com/customized-domains

3. Once verified, click on the Organization Details → Other settings and enable the below options,

• Allow changing user's primary email

• Notify users when a new email address is added to their account. (If required)

     4. Navigate to the Set up → Data Administration → Import Data and select the module as "Users".

5. Now download the Users sample CSV and make sure that you add the users existing email address data along with an additional column as "Alternate or New primary address".

6. Now on the Import Wizard, you can map the New Primary address column as "Email" and the existing as "Alternate email column" and import the users.

Points to Remember:

• Make sure to import the sample data before proceeding to bulk update the users' email addresses.

• Data will be updated only for users with login access.

• If users do not have the list, they can export the data from the following path: Set up → Data Administration → Export.

• Admins can only import/export 3,000 records in SDP Cloud. Therefore, they should split the records and import them in batches.

2. Steps to be followed for the bulk Domain change via Azure Sync  :-

Roles Required :-

SDP Cloud → SDAdmin with Org Admin

Azure → Global Admin

1. Please login as the Organizational Admin and  click on the Nine dots in the top left corner and navigate to the ESM Directory as shown below,

           `

2. Now click on the Verified domains and verify the domain as instructed in this link, https://help.sdpondemand.com/customized-domains

3. Once verified, click on the Organization Details → Other settings and enable the below options,

• Allow changing user's primary email

• Notify users when a new email address is added to their account. (If required)

4. Navigate to the Set up → Apps & Add-ons → Integrations and click on configure under Azure AD user sync.

5. Map the attributes only if you are going to update the secondary mail address of SDP with UPN or Alternate email address of Azure. Otherwise, let the Email attribute of SDP remain unchanged.

6. If the user is registered with Enterprise subscription, they can always force sync when any changes are made by selecting "Restart sync from next schedule to resync old data".

Note: Users with Standard and Professional editions can reach out to support for assistance.

Points to be remembered :-

1. The user must have synced at least once via Azure User Sync for the domain change to work properly.

2. If there is a domain-based condition in the criteria, it is best to recheck it before proceeding with the resync.

3. Steps to be followed for the bulk Domain change via Provisioning Tool Sync  :-

1. Please login as the Organizational Admin and  click on the Nine dots in the top left corner and navigate to the ESM Directory as shown below,

           `

2. Now click on the Verified domains and verify the domain as instructed in this link, https://help.sdpondemand.com/customized-domains

3. Once verified, click on the Organization Details → Other settings and enable the below options,

• Allow changing user's primary email

• Notify users when a new email address is added to their account. (If required)

4. Navigate to the AD Machine and have all the users profile updated with their new email address in the "Proxy Addresses" field.

         Note :- User can also make use of custom attributes to add the new email address.

5. Ensure all the users are updated with the new email address.

6. Now please run the provisioning tool by mapping the attribute "Alternate mail" with "proxyAddresses" and run the tool. This would add the new domain email addresses as alternate emails in SDP Cloud.

7. This can be ensured under ESM Directory → Users.

8. Now lets run the tool again, to make the alternate emails (New emails) as a primary email. When you run the tool this time, please exchange the attribute of "mail" and "proxyAddresses" which will swap the mails in SDP Cloud.

9. The new emails will be imported for all the users, however since we had to change the above attribute new users will not be synced from AD as the Email Address attribute is not pointing to "mail" attribute.

10. Now the admin can bulk import the new domain email addresses to the users in Local AD.

11. Once done, the attributes can be correctly mapped with the "mail".

Points to Remember:

• Always test the sample data before proceeding with the bulk migration.

• The email address serves as the primary key for user import via the provisioning tool. It is essential to retain the old email addresses in the profile and then swap them with the new ones.