Migrate from DoneDone to Salesforce Service Cloud

DoneDone Issues map to Salesforce Cases. DoneDone status maps to Salesforce Case Status, priority to Case Priority, assignee to Case OwnerId (resolved via email match against Salesforce User), and due date to TargetDate. The DoneDone Issue title becomes Case Subject; the description body becomes Case Description. DoneDone edit history replays as Case Comments with IsPublished controlled by the original comment visibility (public comments as standard Case Comments, private comments as internal Case Comments). We flag any Issue with no assignee for admin review before migration.

DoneDone Projects map to Salesforce Accounts if the project corresponds to a customer account, or to a custom Project__c object if the project represents an internal or non-customer grouping. The mapping decision is confirmed during scoping based on whether DoneDone Projects track customer-facing support issues or internal software development tasks. Each Project's default fixer and priority settings are preserved as custom fields on the destination record.

Each distinct DoneDone Workflow (with its ordered Status list and permitted transitions) maps to a Salesforce Record Type with a corresponding Sales Process that whitelists the matching Case Status values. DoneDone's Bug Tracking, Task Tracking, and Customer Support workflow templates get mapped to separate Record Types. Projects using identical Workflows share the same Record Type. Status color assignments migrate as custom hex values in a custom field and do not override Salesforce's standard status color palette.

DoneDone Issues allow multiple watchers in addition to a primary assignee. Salesforce Cases have a single OwnerId. We map the primary watcher (or the designated fixer on DoneDone Projects) to Case OwnerId. Additional watchers are preserved in a custom multi-select picklist field watcher__c and optionally replayed as CaseTeamMember records if the customer's Salesforce edition supports Case Team and the admin opts in. This is confirmed during scoping.

DoneDone distinguishes public customer-visible comments from private internal comments. Public comments migrate as standard Case Comments (IsPublished = true). Private comments migrate as Case Comments with IsPublished = false, visible only to internal users within Salesforce. We confirm the target field and visibility mapping with the customer during the discovery call. Failure to preserve this distinction risks exposing internal team discussions to end customers.

DoneDone Issues can reference other Issues as sub-tasks or related items with relationship semantics (parent-child, blocks, relates-to). Salesforce Cases support parent Case via ParentId and lookups to other Cases. We preserve the raw DoneDone Issue ID in a custom field source_issuelink__c and map the relationship semantics: DoneDone parent-child issues map to Salesforce parent Case via ParentId; blocks and relates-to map to a custom Case_Relationship__c lookup. The admin verifies the semantic intent during scoping.

DoneDone Issue attachments include file name, size, uploader, and a URL pointing to the Google Drive integration. We download attachments from the source URL and re-upload them as Salesforce Files attached to the corresponding Case via ContentDocumentLink. File metadata (original uploader, upload timestamp, file size) is preserved in the ContentVersion custom fields. Attachments exceeding Salesforce file size limits are flagged for the customer to host externally and link via URL field.

DoneDone Tags are flat labels applied to Issues across Projects without hierarchy or categories. We migrate tags as a string array on each Issue record and map them to a Salesforce custom multi-select picklist field on Case. If the customer uses tags for classification beyond 20 values, we recommend a custom Tag__c object with a junction table instead of a picklist, which is confirmed during scoping.

DoneDone Saved Replies are template text snippets agents use for recurring ticket responses. Salesforce has no direct Saved Replies equivalent. We map Saved Replies to Salesforce Solutions (if the template describes a known resolution) or to Salesforce Email Templates (if it is a standard agent response). The customer confirms the preferred target during scoping, and we deliver a mapping document listing each Saved Reply with its target object and any required merge field updates.

DoneDone Issues carry a timestamped history log of field changes (status transitions, assignee changes, priority changes, description edits). We export this as a chronological array of change events and replay it as internal Case Comments during migration, each annotated with the timestamp and original actor from DoneDone. This preserves the audit trail for compliance review and agent handoff. The customer confirms during scoping whether history replay is in scope or whether only current-state migration is required.

DoneDone assignees and watchers resolve by email match against the Salesforce destination org User table. Any DoneDone user without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import proceeds. Active DoneDone users must have a corresponding active Salesforce User; inactive DoneDone users map to inactive Salesforce Users to preserve historical assignment. Admin credentials on DoneDone are required for full data export as the API is permission-gated to the authenticated user's role.