Migrate from ServiceTracker to Microsoft Dynamics 365 Sales

ServiceTracker customers map to Dynamics 365 Sales Accounts. Primary contact name, company name, email, and phone transfer as direct field mappings. Accounts without an email domain are flagged for review because Dynamics requires either a domain-verified account or manual assignment of a primary contact record.

Named contacts within a ServiceTracker customer map to Dynamics Contacts linked to the target Account via AccountId. Job title, direct phone, mobile phone, and email transfer directly. Multiple contacts per customer collapse to individual Contact records with the primary contact marked in the Contact's IsPrimary field.

ServiceTracker work orders map to either the msdyn_workorder table (if Dynamics 365 Field Service is licensed) or to Incident (Case) entities. The mapping choice depends on whether the organization needs asset tracking and work order products — in which case Field Service's msdyn_workorder table is the correct target. Without Field Service, Cases serve as the closest standard CRM equivalent for service records.

ServiceTracker's string-based status values ('Open', 'In Progress', 'On Hold', 'Closed Complete', 'Cancelled') must map to Dynamics Option Set integer values. Each ServiceTracker status string is assigned a corresponding Dynamics integer option value during mapping setup. Incorrect integer mapping results in wrong status display post-migration.

ServiceTracker priority levels ('Low', 'Medium', 'High', 'Critical') map to Dynamics Priority Option Set values (typically 1=Low, 2=Normal, 3=High). Organizations that use a 'Critical' tier must create a custom Option Set entry and specify its integer value. Priority probability weights are not transferred because Dynamics recalculates case priority probability automatically based on Business Process Flow stage.

ServiceTracker service contracts map to Dynamics Contracts. Contract number, billing terms, start date, expiration date, and associated customer transfer. Preventive maintenance routine details that reference specific work order templates become notes on the Contract record since Dynamics Contracts do not have a native routine structure.

ServiceTracker parts catalog items map to Dynamics Products with type=Inventory. Unit price, unit of measure, and quantity on hand transfer as QuantityDecimal on the Product record. Part numbers map to ProductNumber. Inventory location data becomes a custom field since Dynamics Products store quantity per warehouse as separate inventory lines.

Parts used on a ServiceTracker work order merge into the corresponding Opportunity Product or msdyn_workorderproduct record. Each work order's part list is reconciled against the migrated Product catalog and linked. If the same part appears across multiple work orders, separate line items are created per work order opportunity.

ServiceTracker technicians map to Dynamics System Users matched by email address. If the organization uses Dynamics 365 Field Service scheduling, technicians are also created as Bookable Resources linked to their System User record. Unmatched technicians are flagged and assigned to a fallback resource during migration.

ServiceTracker site records containing address, city, state, and postal code map to Account address fields or CustomerAddress records. Multiple sites per customer create multiple CustomerAddress records with address number and address type (billing, shipping, service). State and postal code use the same Option Set integer mapping as other picklist values.

ServiceTracker custom objects or custom entity extensions require new custom tables in Dynamics 365 Sales (Dataverse). We analyze the custom object's schema, create the equivalent table with matching column types, and establish lookup relationships to standard entities. N:N relationships in ServiceTracker require a junction table in Dynamics since Dataverse supports many-to-many via its intersect entities.

File attachments on ServiceTracker work orders are downloaded, stored temporarily, and re-uploaded to SharePoint Online libraries linked to the target Account or Case record. If SharePoint integration is not configured, attachments upload as Note (Annotation) records with file body stored in Dynamics. Microsoft OneDrive for Business storage is an alternative if SharePoint is unavailable.

ServiceTracker dispatch information — scheduled date, technician assignment, route sequence — maps to Bookable Resource Booking records if Dynamics 365 Field Service is licensed. Without Field Service, scheduled dates migrate as custom fields on the Case record and technician assignment migrates as the OwnerId lookup. Route optimization data has no direct equivalent in default Dynamics 365 Sales.

ServiceTracker billing addresses, billing contacts, and invoicing terms have no native equivalent in Dynamics 365 Sales beyond the Account billing address. We preserve additional billing fields (billing contact name, invoice method, PO number) as custom fields on the Account or Contract record for reference. Billing history lines migrate as Notes linked to the Account.

The original ServiceTracker record ID is preserved in a custom text field on each target record in Dynamics for traceability and de-duplication across delta-run migrations. This field enables FlitStack to identify and update records correctly if a migration is re-run after initial cutover.