Migrate from ServiceNow Field Service Management to HubSpot

ServiceNow work orders map to HubSpot Deals when the record represents a billable service engagement. When the work order tracks a customer support interaction, it maps to a HubSpot Ticket. FlitStack applies a routing rule based on the work order type field (u_work_order_type) to determine the destination object. State, priority, and assignment are mapped consistently across both target objects.

ServiceNow work order tasks become HubSpot Deal line items (for billable tasks) or child Tickets associated to a parent Ticket. Skill requirements and time estimates from wm_task fields translate to line item properties in HubSpot. Task dependencies (predecessor links) cannot be preserved natively and are surfaced as a migration note for manual rebuild in your scheduling tool.

ServiceNow customer accounts map directly to HubSpot companies. The primary address, phone, and domain fields translate to HubSpot's address, phone, and website properties. ServiceNow's parent-account hierarchy maps to HubSpot's parent company field. Customer type (u_customer_type) becomes a custom property on the Company object.

ServiceNow location records with address, coordinates, and timezone information attach to the parent customer account. In HubSpot, the primary business address maps to the Company address fields. Additional ServiceNow location details (timezone, building, floor) become custom properties on the Company for service scheduling reference.

ServiceNow technicians with FSM roles are migrated as HubSpot users matched by email. The technician's group memberships (assignment groups) are preserved as HubSpot Teams. Skill certifications and proficiency ratings from ServiceNow become custom properties on the HubSpot user record. If a ServiceNow user does not have a HubSpot login, they are migrated as a Contact record associated to the relevant Company.

ServiceNow assignment groups (dispatcher pools, specialist teams) map to HubSpot Teams. Membership is resolved by extracting sys_user_group_member records and mapping each member to the corresponding HubSpot user. Teams are created during schema setup, before records are loaded. Individual assignment records from ServiceNow work orders resolve to the team's primary owner in HubSpot.

ServiceNow's asset register (serial number, product model, installation date, warranty status, assigned location) has no native HubSpot equivalent. FlitStack creates a Field_Service_Asset__c custom object in HubSpot and maps asset fields accordingly. The relationship between assets and customer accounts is preserved via a lookup property linking each asset to its associated Company record.

ServiceNow CMDB configuration items store model, manufacturer, support contract, and relationship data. These map to a Configuration_Item__c custom object in HubSpot. Affected CI relationships from work orders are preserved as a multi-select lookup on the Deal or Ticket. CI lifecycle state (Production, Retired, On Repair) becomes a custom pick-list property.

ServiceNow state flows (Open, In Progress, Pending Customer, Pending Vendor, Resolved, Closed) map to HubSpot deal stage values. State transition rules (required fields, SLA timers, notification triggers) cannot be carried over — they require rebuild in HubSpot workflow automation. FlitStack delivers a state-transition map and flags which rules need manual recreation in HubSpot.

File attachments on ServiceNow work orders and tasks are downloaded via the sys_attachment API and re-uploaded to HubSpot Files. Original file names and MIME types are preserved. Attachments are linked back to the target Deal or Ticket record in HubSpot. Inline images in ServiceNow notes are extracted and re-hosted. Size limits: HubSpot allows files up to 250MB; ServiceNow attachments exceeding this threshold are flagged for manual delivery.

ServiceNow work order notes (u_work_notes) and activity log entries migrate as HubSpot Deal Notes. Timestamps and owning technician are preserved. Rich-text formatting is converted to HubSpot's note format. Work notes that should appear in the activity timeline are logged as HubSpot engagement activities (notes) associated to the Deal or Ticket.

ServiceNow Problem records (linked to known errors and root cause analysis) are too complex for native HubSpot Tickets. The problem summary and description map to a custom Problem__c object. The related incident count and known error flag become custom properties on the object. For teams that do not need full Problem management, problem data collapses into a Ticket with a custom problem_reference property pointing to the parent ServiceNow ID for manual resolution tracking.

Parts consumed during ServiceNow work order fulfillment are logged in the inventory management module. These map to a Parts_Used__c custom object linked to the parent Deal (service invoice) and the Asset record. Part number, quantity, unit cost, and total cost are mapped as properties. HubSpot's native product catalog is not used here because parts-used records are service-completion artifacts, not sales products.