Migrate from ServiceNow Field Service Management to monday CRM

Each ServiceNow work order maps to a Monday CRM item. The work order number (wm_task.number) is stored as a text custom field for traceability. State values (Open, Work In Progress, Pending, Closed) map to Monday Status groups with value_mapping applied per state code. Original assigned date, resolved date, and close date migrate as separate Date columns in Monday.

Work order tasks (task table) become Monday sub-items linked to their parent work order item. The task's short_description becomes the sub-item name. Active/closed state of the task determines whether the sub-item is created in an open or resolved group. Tasks without a parent work order are surfaced as standalone board items flagged as orphaned for review.

ServiceNow sys_user records with an FSM technician role map to Monday CRM contacts. Email becomes the primary key for contact deduplication. first_name and last_name combine into the contact name. User ID (sys_user.sys_id) is stored as Source_System_ID__c for owner resolution during the migration. Users without an email address are flagged for manual assignment.

ServiceNow FSM assignment groups (dispatch teams, regional pools) have no native Monday CRM equivalent. FlitStack creates a Group_Name__c text column on the deal item and populates it with the assignment group name from wm_task.assignment_group. Teams that need per-technician routing can rebuild group logic using Monday Automations triggered by this column.

ServiceNow FSM customer records linked to work orders map to Monday CRM companies. Company name, primary address, and contact email are extracted and upserted into Monday as Company entities. For customers stored as cmdb_ci configuration items (common in enterprise FSM), the CI name and location fields map to company name and address.

ServiceNow location records (cmn_location) associated with work orders map to the address fields on the linked Monday CRM company or contact. Latitude and longitude from ServiceNow are stored as text custom fields (Location_Coordinates__c) since Monday does not have native geo-point columns.

ServiceNow FSM assets linked to work orders (serial number, product model, warranty end date) are stored as items on a dedicated Asset board in Monday CRM. Each asset item references its linked customer Company item via item linking. The cmdb_ci.sys_id is preserved as Source_Asset_ID__c for audit trails. This is a custom board — FlitStack creates it as part of the schema setup.

ServiceNow FSM SLA timers (breach time, business hours schedule) are not natively supported in Monday. FlitStack extracts the SLA breach timestamp and creates a Due_Date__c date column and an SLA_Breach__c checkbox column on the work order item. SLA breach flagging must be rebuilt as a Monday Automation that sets SLA_Breach__c = true when Due_Date__c passes and Status is not Closed.

ServiceNow priority codes 1 (Critical) through 5 (Planning) map to Monday priority labels. Priority 1 maps to 'Critical', Priority 2 to 'High', Priority 3 to 'Medium', Priority 4 to 'Low', Priority 5 to 'Planning'. Each Monday priority label can have its own color coding for visual distinction across the board.

ServiceNow work order description (task.short_description + task.description) maps to the item description field in Monday. Long text and rich-text content are preserved as-is. Updates and internal notes from the task's activity log migrate as separate item updates in chronological order, tagged by the creating technician's contact record.

Files attached to ServiceNow work orders (images, PDFs, signatures captured on mobile) are downloaded and re-uploaded to Monday items as file attachments. The original filename and upload date are preserved in the Monday file metadata. Inline images embedded in task descriptions are extracted and attached as separate files.

ServiceNow FSM time records (task_time table) capturing clock-in/clock-out per work order and technician are aggregated and stored as a numeric Hours_Worked__c column and a text Labor_Notes__c column on the Monday item. Detailed per-technician time entries are surfaced as sub-item entries linked to the parent work order item.