Migrate from Service Suite FSM to Nutshell

Service Suite FSM customer records map directly to Nutshell People. All standard fields — first name, last name, email, phone, mobile, job title, and address — transfer as-is. Any custom contact properties are mapped to pre-created Nutshell custom fields. Owner assignment resolves by matching the FSM owner email to a Nutshell user account; records without a match are flagged for manual review.

Service Suite FSM company records map to Nutshell Companies. All core attributes — company name, domain/website, industry, employee count, annual revenue, phone, and address — transfer directly. Any custom company properties become Nutshell custom fields, which are created before migration. Parent‑company hierarchies in FSM collapse to the primary parent in Nutshell’s single‑parent model, and the company record is available for linking People via the company_id key after the Companies load.

Service Suite FSM work orders have no native Nutshell equivalent. Each work order becomes a Note activity attached to the corresponding Person or Company in Nutshell, preserving the original order number, status, description, and resolution summary as text. Parts used and labor hours are included in the note body.

Individual task line items from Service Suite FSM work orders merge into a single Nutshell task attached to the parent activity note. Task description, status, and completion flag are preserved; the FSM task hierarchy flattens because Nutshell does not support nested task structures.

Service Suite FSM technician records represent dispatchable resources with skills, certifications, and schedule availability. Nutshell has no technician or resource object — technicians cannot be represented natively. We preserve technician names and IDs as a custom field on activity notes for reference only.

Dispatch assignments (technician‑to‑job scheduling) have no Nutshell equivalent. The original scheduled date and time are stored in a custom datetime field (fsm_scheduled_date__c) on the linked activity note, preserving the exact dispatch window. The technician reference is held in a separate custom text field (fsm_technician_id__c). Because Nutshell lacks a scheduling board or dispatch view, these fields serve only as historical reference; you cannot manage future dispatch from within Nutshell.

If Service Suite FSM stores pre‑service leads separately from customer records, those map to Nutshell Leads. All lead fields — name, email, phone, source, and status — transfer directly, and custom lead properties become Nutshell custom fields on the Lead object. FSM lead status values are mapped to Nutshell’s status picklist; unmapped values are flagged for manual mapping. After migration, leads enter Nutshell’s qualification pipeline, replacing the FSM lead‑status workflow.

Service Suite FSM custom properties on customer, company, or work-order records require corresponding custom fields in Nutshell. We pre‑create Nutshell custom fields before migration and map values field‑by‑field, preserving data types. For work‑order‑level custom attributes that have no Nutshell activity custom field support, the values are appended to the activity note body as text. The custom‑field creation plan is documented and reviewed before the load.

Service Suite FSM file attachments — signatures, photos, service reports — on work orders are downloaded and re‑uploaded to Nutshell as file attachments on the linked Person or Company record. File name is preserved. Attachments are linked to the work‑order activity note via FSM work‑order ID stored in a custom field. File size is limited to Nutshell’s 25 MB per‑file cap, and files exceeding this limit are flagged for manual handling.

Service Suite FSM call logs and email records map to Nutshell Activity entries of type 'Call' or 'Email'. Original timestamps, subject, duration (calls), and associated contact record are preserved. Nutshell does not store email body content — the activity note captures the summary only.

Service Suite FSM integrations — such as QuickBooks for invoicing, Stripe for payment processing, and Slack for notifications — have no Nutshell equivalent and cannot be transferred. Each integration must be rebuilt: QuickBooks connections are re‑established through Nutshell’s marketplace, Stripe payment data stays in Stripe and can be referenced via links, and Slack notifications are recreated using Nutshell webhooks or automation tools. API credentials and webhook endpoints must be re‑configured.