{
  "id": "workflow:helpdesk-platform-migration",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-setup.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Helpdesk Platform Migration",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-milestone",
    "complexity": "cross-team",
    "description": "Plans and executes the migration from one ticketing and helpdesk platform to\nanother -- inventorying current system configurations including workflows,\nautomations, macros, custom fields, SLA policies, and integration\nendpoints, mapping data schemas between source and target platforms with\nfield-level transformation rules, defining migration waves prioritized by\nteam criticality and integration dependency, executing test migrations with\ndata integrity validation on ticket history, attachments, and customer\nrecords, coordinating agent training and certification on the new platform,\nmanaging parallel-run periods with dual-system routing, validating that SLA\ntimers, escalation rules, and reporting dashboards function correctly\npost-migration, and conducting post-migration retrospective with rollback\ncriteria. Produces migration plan, data mapping specification, training\nschedule, and post-migration validation report. Excludes vendor selection.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "role:platform-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "role:staff-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "skill-area:integration-testing",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "skill-area:api-design",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "responsibility:review-architecture-changes",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "responsibility:vendor-evaluation",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "org-unit:platform-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:helpdesk-platform-migration",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}