Migrate from The Service Manager to HighLevel

The Service Manager stores end-user contacts with display name, primary email, phone number, and organization linkage. These fields map 1:1 to HighLevel Contact records with direct field-to-field correspondence. Primary email and phone are copied directly without transformation; organization membership becomes a lookup link to the corresponding Business record in HighLevel, maintaining the hierarchical relationship between contacts and organizations.

The Service Manager organizations map to HighLevel Businesses (the UI label in HighLevel for the CRM Company object). Business name, domain, address, and any custom fields are copied verbatim to the destination. Multi-location organizations may require splitting into multiple Business records in HighLevel, with each location represented as a separate entity linked by shared organization metadata.

The Service Manager tickets are translated into HighLevel Tasks by default (subject, description, due date, assigned user, status). Classification, category, or priority fields that have no direct Task equivalent become custom fields on the Task record or on a custom object.

Problem records in The Service Manager (linking multiple incidents to a root cause) have no direct HighLevel equivalent. We create a Problem custom object in HighLevel, copying the problem title, description, priority, and status. Linked incident IDs are preserved as a custom field referencing the original ticket ID.

Change requests store approval status, risk level, and scheduled implementation dates. These map to a custom Change_Request object in HighLevel. Risk level becomes a custom pick-list field with standardized values (Critical, High, Medium, Low); approval dates map to custom datetime fields. The original change request identifier is preserved for traceability throughout the migration process.

Assets and Configuration Items (servers, software licenses, hardware) translate to a custom Asset object in HighLevel. Each asset links to the related Contact or Business via a lookup relationship field. Serial number, asset tag, and purchase date map to custom fields on the object.

Release records contain planned deployment dates, affected services, and approval status. We create a custom Release object in HighLevel and map the release title, planned date, and status as custom fields. Affected services link to related Asset custom objects via relationship fields.

Service catalog items offered to end users (requestable services, software access, equipment requests) map to a custom Service_Offering object in HighLevel. Description and category map as custom text and pick-list fields. Service availability status and associated costs translate to additional custom fields for complete record representation.

The Service Manager staff records (name, email, role, department) map to HighLevel User records. Email match is the key for linking record ownership: source owner email resolves to a HighLevel user by email lookup. Role and department information transfers to custom fields on the User record, ensuring complete staff profile migration. Unmatched owners are flagged for manual assignment before migration.

File attachments on tickets, problems, change requests, or assets are downloaded from The Service Manager file storage and re-uploaded to HighLevel file storage. Original file names and upload timestamps are preserved as metadata on the HighLevel file record. Inline images embedded in descriptions are extracted and re-hosted as separate files linked back to the parent record.

Tags and classification labels applied to contacts, tickets, problems, or assets in The Service Manager migrate as HighLevel Tags on the corresponding record. Tags are preserved verbatim — no value mapping required since HighLevel Tags are free-form strings. Tag associations are maintained per record type, ensuring classification continuity across all migrated entities.

SLA agreements and response-time commitments in The Service Manager have no native HighLevel equivalent. The SLA name, priority tier, and target response hours are preserved as read-only custom fields on the relevant ticket or custom object record for audit and reference purposes.