Migrate your Giva eHelpDesk data

Tickets are the primary object in Giva, containing requester, assignee, category, priority, status, SLA timers, and optional custom fields. We migrate tickets with all standard fields intact and map custom fields to the destination's equivalent custom field structure.

KB articles exist as separate records linked to categories and accessible via natural language or Boolean search. We export articles and their category associations, but destination platforms often use different content structures; we map to the nearest equivalent object and flag any unresolvable structural differences.

Agents are the user records with roles, permissions, and team assignments. We map agent identities and role configurations to the destination's user and permission model, handling discrepancies in role naming between Giva and the target platform.

Requesters are the end users who submit tickets, typically with contact details and org affiliation. We migrate requester profiles and preserve the linkage to their submitted tickets.

SLAs in Giva are defined by priority and response/resolution windows. Destination platforms represent SLA tiers differently; we map the SLA name, response time, and resolution time as structured custom fields on tickets where direct SLA object mapping is not available.

The Problem object tracks root-cause investigations linked to one or more incidents. We migrate the problem record and its association to related tickets as a custom linked-entity field in the destination.

Change requests carry risk assessment, approval status, implementation schedule, and CAB (Change Advisory Board) notes. We export change records as structured data and map them to the destination's change or project object where available.

Assets in Giva include hardware inventory linked to CIs (Configuration Items) in the CMDB. We export asset records and their ticket linkage; destination platforms vary significantly in how they model assets versus CIs, so we map to the closest equivalent and flag the remainder.

Giva supports custom fields on tickets and other modules. We discover the full set of custom field names and types during scoping, then generate field-level mappings to the destination schema. Any custom fields without a destination equivalent are surfaced for manual review before migration.

Each ticket holds a chronological thread of agent and requester messages. We migrate the full conversation history preserving timestamps, author identity, and internal/private note flags.

File attachments on tickets and KB articles are exported with their parent record and reattached in the destination. Very large attachments or unsupported file types may require post-migration manual retrieval from Giva's export package.

Tags are used for categorization across tickets and KB articles. We export tags as flat string arrays and map them to the destination's tagging system; platforms without native tagging receive tags as a comma-separated custom field.

Giva's reporting and dashboard configurations are stored as platform-specific UI state rather than structured data records. We do not migrate dashboards. Historical ticket data that drives the reports is fully migrated so the destination can reproduce equivalent reports.

Giva's Knowledge Copilot and Ticket Copilot are proprietary AI features with settings scoped to Giva's own model and knowledge base. These settings have no equivalent in destination platforms and are not migrated.