Migrate from Hornbill Service Manager to HubSpot Service Hub

Hornbill Incidents map directly to HubSpot Tickets. We migrate incident_id, title, description, status, priority, category, and the assigned analyst as ticket owner. The Hornbill incident reference number is stored in a custom ticket property hornbill_incident_id__c for cross-referencing. Incident SLA status migrates as a custom field rather than a linked SLA record, since HubSpot Enterprise SLA enforcement uses conditional SLAs based on ticket properties rather than external SLA record linkage.

Hornbill Requests map to HubSpot Tickets with request type stored in a custom property hornbill_request_type__c. Hornbill's workflow stage (current position in the service designer flow) migrates as a custom property hornbill_workflow_stage__c with the GUID removed. Request category and subcategory map to HubSpot ticket pipeline and ticket status respectively. Custom form fields on the Request entity migrate as custom HubSpot ticket properties.

ServiceRequests reference Hornbill's service catalog and carry embedded workflow GUIDs and catalog item GUIDs. We strip the Hornbill-specific GUIDs, store the catalog item name as a text property hornbill_catalog_item__c, and store the workflow identifier as hornbill_workflow_ref__c. The actual service catalog mapping to HubSpot's help desk workspace requires the customer's admin to create corresponding help desk categories post-migration.

ChangeRequests carry CAB approval history, risk assessments, and implementation schedules that have no direct HubSpot standard object equivalent. We migrate the record as a HubSpot custom object (ChangeRequest__c) if the customer is on HubSpot Enterprise, or store it as a structured custom property group on the related Ticket if the customer is on Starter or Professional. CAB approval chain status and risk level migrate as custom fields. The change calendar and blackout windows are system-level Hornbill settings that do not migrate.

Problem records include root cause analysis and impact assessment. We migrate the diagnostic history and linked incident references as a HubSpot custom object (Problem__c) at Enterprise tier, or store the problem title and root cause summary as a text property on the related Ticket at lower tiers. KnownError associations migrate as a linked custom object record at Enterprise or as a multi-line text field at lower tiers.

KnownErrors store accepted solutions and workarounds linked to Problems and Incidents. We migrate the workaround text and solution details as a HubSpot custom object (KnownError__c) at Enterprise tier, with lookup relationships to the Problem__c and Ticket records. At Starter and Professional, the workaround text migrates as a multi-line text property on the related Ticket.

Hornbill Assets carry hardware and software inventory, CI relationships, owner assignments, and asset type. We map Assets to HubSpot Companies with additional custom properties (asset_type__c, asset_status__c, serial_number__c) to preserve the inventory context. CI relationships between Assets map to HubSpot Associations between Company records if the customer maintains a multi-company topology, or to a custom ConfigurationItem__c object at Enterprise tier.

Hornbill Suppliers are first-class entities with associated contacts, contracts, and supplier-managed assets. We map Supplier records to HubSpot Companies with a custom property supplier_type__c set to true to distinguish them from customer accounts. SupplierContacts map to HubSpot Contacts with a custom property contact_role__c capturing the supplier relationship role.

Contract records carry renewal dates, SLA terms, and cost information. We migrate contract metadata as a custom object (SupplierContract__c) at HubSpot Enterprise tier, linked to the Supplier Company record. At Starter and Professional, contract renewal dates and SLA summary migrate as properties on the Supplier Company record. Document attachments stored in Hornbill's file repository require separate file export via Hornbill's document API, which we handle by filename matching to the migrated SupplierContract record.

Hornbill KB articles have approval workflows and category assignments tied to the service catalog. We export article content, category associations, and approval status. Article content migrates to HubSpot Knowledge Base via HubSpot's Knowledge Base API. Approval workflow states do not carry over; the customer's admin rebuilds the approval process in HubSpot's knowledge base settings. Category assignments map to HubSpot Knowledge Base categories.

Hornbill Users with analyst roles and team memberships map to HubSpot User records by email match. We extract team assignments and role names as custom properties on the HubSpot User (hornbill_team__c, hornbill_role__c) for reference. Hornbill role definitions (Rights and Rights Sets) are platform-specific and do not map directly to HubSpot's permission model; we document the Hornbill role structure for the customer's admin to configure HubSpot Teams and permission sets post-migration.

Hornbill custom fields are defined per entity in Summary Fields, Detail Fields, Create Fields, and List Fields tabs. We export all custom field values alongside their parent records regardless of tab assignment. In HubSpot, custom properties are created as typed properties (string, number, date, single-checkbox, multi-checkbox, dropdown) during migration. The Hornbill field tab assignment has no HubSpot equivalent and is not carried over.