Migrate your Hornbill Service Manager data

Incidents are a first-class entity in Hornbill's API with dedicated endpoints for list, read, update, and create. We migrate incident records with their status, priority, assigned analyst, customer details, and linked conversations. Resolution details and accepted solutions are preserved from linked KnownError records.

Requests are the primary service desk entity in Hornbill, distinct from Incidents. We migrate request records including their type, category, current stage in the workflow, and custom form fields via field mapping. Requests can be associated with catalog items, which we resolve to maintain portal functionality in the destination.

ServiceRequests are tied to the service catalog and workflow definitions. We export the full record but catalog item references and workflow associations require remapping at the destination, as workflow IDs and catalog item GUIDs are not portable across platforms.

ChangeRequests carry CAB approval history, risk assessments, and implementation schedules. We preserve the full change record including its linked calendar entries and approval chain status. The destination's change management process must be reviewed to ensure migrated records conform to the target's risk classification model.

Problem records include root cause analysis, impact assessment, and linked KnownErrors. We migrate the Problem entity with its full diagnostic history and all incident associations. Problem status is normalized against the destination's lifecycle stages.

KnownErrors store accepted solutions, workarounds, and linked incidents. We preserve the workaround text and solution details. Note that solution information feeds up to linked Incidents at query time in Hornbill, so we ensure relationship integrity during the migration sequence.

Releases are tied to the Hornbill release calendar and blackout window configurations. We export release records and deployment schedules, but calendar-level blackout windows are system-level settings that do not export via the entity API and must be reconfigured in the destination.

Assets carry hardware and software inventory, CI relationships, and owner assignments. We migrate asset records with their type, status, assigned user, and linked configuration items. CI relationship graphs are exported as structured adjacency data for reconstruction in the destination CMDB.

Suppliers are first-class entities with associated contacts, contracts, and supplier-managed assets. We migrate the Supplier record along with SupplierContacts and SupplierContracts as a dependency group, preserving the relationship hierarchy.

Contract records reference linked Suppliers and carry renewal dates, SLAs, and cost information. We migrate contract metadata and cost fields, but contract document attachments require separate file transfer handling since they are stored in Hornbill's document repository.

Hornbill stores KB articles as part of its service catalog. Articles have approval workflows and category assignments. We export article content and category associations, but article approval states reset in most destination systems and require re-approval workflows to be established.

Custom fields are defined per entity in Configuration > Manage Types across Summary Fields, Detail Fields, and Create Fields tabs. We export custom field definitions and values alongside their parent records. Mapping to the destination's custom field schema requires field-by-field alignment during the scoping phase.

Hornbill organizes users into Teams with assigned Roles and Rights. User records carry display name, email, manager assignment, and team membership. Team structures map across platforms but Role definitions (Hornbill's permission model) require manual reconfiguration in the destination.