Migrate from Alemba Service Manager to Freshdesk

Alemba Incidents map directly to Freshdesk Tickets. We extract incident status, priority, assignment, and linked history entries via the Alemba RESTful API and write them as Freshdesk Ticket records with the original incident reference stored in a custom field for traceability. Incident categories and subcategories map to Freshdesk Ticket Types or tag-based groupings depending on the destination tier configuration. The Alemba incident reference number is preserved in a custom field asm_incident_ref__c.

Alemba Service Requests are separate from Incidents and drive the Self-Service Portal workflow. We map Service Request records to Freshdesk Tickets with the request type captured in a custom field or Ticket Type. Approval chains and catalogue item references are recorded as ticket notes or custom fields because Freshdesk handles approvals as a separate workflow configuration rather than a stored approval-chain object. We flag the approval configuration for rebuild in Freshdesk.

Alemba Change records carry full audit trails including CAB approvals, risk assessments, and CI links. Freshdesk does not have a native Change record type, so we map Change records to Tickets with the Change ID, risk level, CAB approval status, and implementation date stored as custom fields. CAB approver names and approval dates migrate as ticket notes. The customer should configure Freshdesk Ticket Types to distinguish Changes from Incidents and Service Requests post-migration.

Alemba Problem records are linked to related Incidents via a known relationship type. We map Problem records to Freshdesk Tickets with the problem_id preserved in a custom field, and we create Freshdesk Ticket Links to the related incident tickets where the link type is supported. Root-cause annotations and Known Error Records migrate as ticket notes or description updates on the Problem ticket.

Alemba Tasks are generated automatically by the Infra Rules engine for parent records. We extract all task records and map them to Freshdesk Tickets with a parent_ticket reference. Note that task auto-generation rules differ between Alemba and Freshdesk; the original task generation logic is documented as a rebuild item for Freshdesk automations.

Alemba CIs belong to CMDB Item Types with a federated model allowing external discovery sources. We extract CI records with their type classification, custom attributes, and relationship dependencies. Relationships referencing external discovery tools that will not migrate are flagged as broken references in the output inventory. Freshdesk Assets are standalone records without a native relationship graph, so CI-to-CI dependencies are noted as tags or custom fields rather than linked records.

Alemba Asset records share the CMDB Item Type taxonomy with Configuration Items but carry financial and lifecycle attributes. We map Assets separately from CIs and flag records with missing depreciation or purchase date fields for customer review. Freshdesk Assets support name, type, asset tag, status, and assigned-to fields which map from the Alemba asset fields.

Alemba KB articles are linked to service catalogue items and accessible via the RESTful API. We extract article content, categories, and associations. Articles containing embedded HTML or attachments require pre-processing before import because Freshdesk solutions support a specific HTML subset. We flag articles with complex embedded media for manual repositioning in Freshdesk.

Alemba SLA definitions are attached to ticket types and define response and resolution windows. We preserve SLA assignments as custom fields on migrated tickets. SLA breach history is extracted from the history table and stored as ticket notes. The customer rebuilds SLA policies in Freshdesk’s SLA Configuration using the response and resolution hour definitions from Alemba.

Alemba distinguishes between End Users (Self-Service Portal, no licence), Business Users (Nano interface), and Analysts (Core interface). We extract all analyst and business user records with their role assignments and map them to Freshdesk Agents by email match. Any Alemba user without a matching Freshdesk agent account is placed in a reconciliation queue for the customer to provision before record import.

For regulated deployments in healthcare, government, and financial services, Alemba audit logs record every object state change with timestamps and actor attribution. We extract the full audit log table and associate each entry with the relevant migrated ticket as a private note. The complete audit log table is delivered as a structured CSV export alongside the Freshdesk import so that the customer retains the compliance record set even though Freshdesk does not expose it as a first-class searchable object.

Alemba custom fields follow naming conventions like BU_[fieldname]_[fieldtype] with versioning between build cycles. We identify the active field definition and discard deprecated versions, then create equivalent Freshdesk custom ticket fields using the current field type. BU_ prefixed field names are preserved in the Freshdesk field label for traceability.