Migrate from ServiceNow Field Service Management to Freshsales

ServiceNow users who submit or own work orders map to Freshsales Contacts. Email and name fields map directly. The sys_user_id is stored as a custom field in Freshsales for traceability and delta-run de-duplication. We also preserve the user's department and location information as additional custom fields to maintain richer contact profiles during migration.

ServiceNow technician profiles resolve by email match against Freshsales users. Unmatched technicians are flagged for admin review before migration — technician scheduling data has no CRM equivalent in Freshsales and is exported separately. Additionally, we capture the technician's skill set and certification identifiers as custom fields to enable future assignment matching in Freshsales.

ServiceNow companies map to Freshsales accounts. Name, address, and industry fields transfer directly. Parent-company hierarchies use Freshsales' account hierarchy field. Multi-company associations in ServiceNow collapse to primary account links. We also map the company’s primary contact and annual revenue figures as custom fields to preserve business context within Freshsales accounts.

ServiceNow incidents with short descriptions and resolution notes map to Freshsales tasks as a reference record. The incident state (open, resolved, closed) becomes a task status. Long-standing incidents with complex thread histories are summarized rather than fully replicated. We also preserve incident priority as a custom field to allow sorting and filtering of high‑impact tasks within Freshsales.

FSM work orders have no direct Freshsales equivalent — Freshsales is a sales CRM, not a field service platform. Work order descriptions, affected items, and resolution summaries are preserved as note attachments on the related contact or account. Scheduling and dispatch data is exported for reference rebuild.

Dispatch entries, technician assignments, and scheduling windows have no Freshsales equivalent. This data is exported to CSV as a separate deliverable for teams that need to rebuild scheduling records in a dedicated FSM tool. We include timestamps and technician identifiers in the CSV to preserve the original scheduling context for future import into an FSM solution.

ServiceNow CMDB configuration items migrate as custom product records or custom fields on accounts in Freshsales. Equipment serial numbers, model names, and location data are stored as a reference list — not a full asset-management module since Freshsales lacks that capability.

ServiceNow task records associated with work orders or incidents map to Freshsales tasks. Original timestamps, assigned-to users, and description fields transfer. Tasks with due dates map as task due dates in Freshsales. We also preserve the task category and estimated effort fields as custom properties to support future reporting and workload analysis.

ServiceNow journal entries (work notes, customer communication threads on incidents) migrate as notes attached to the related contact or task in Freshsales. Thread ordering and timestamps are preserved. We also tag each journal note with the source incident number and author to facilitate audit trails and future reference within Freshsales.

ServiceNow knowledge base articles have no Freshsales equivalent. Articles can be exported as PDFs and linked from Freshsales product records or stored externally — we provide the export, not the destination recreation. We also include metadata such as article author, creation date, and category tags in the export file for downstream searchability and compliance.