Migrate from Hornbill Service Manager to Salesforce Service Cloud

Hornbill Incidents map directly to Salesforce Case. We set Case.Type to 'Incident', preserve the Hornbill incident ID as an external reference field, and migrate Priority, Status, Category, and assigned analyst from Hornbill's analyst assignment. Hornbill's SLA-linked request records are resolved by pre-seeding EntitlementProcess records in Salesforce so that entitlement milestones apply to migrated Incidents from day one.

Hornbill Requests (distinct from Incidents) map to Salesforce Case with Case.Type = 'Service Request'. The Hornbill request stage becomes Case.Status, and custom form field values migrate to custom Case fields. Catalog item references are stored as text in a custom field to preserve service catalog context because Hornbill workflow GUIDs embedded in request records are stripped during export and cannot map to Salesforce Flow definitions.

ServiceRequests are tied to Hornbill's service catalog and workflow definitions. We export the full record and set Case.Type to 'Service Request' but catalog item references and workflow associations require remapping. The Hornbill-specific GUIDs are stripped and replaced with a custom text field hs_catalog_reference__c storing the original catalog item name. Workflow associations are listed in the automation inventory for the customer's admin to rebuild in Salesforce Flow.

ChangeRequests carry CAB approval history, risk assessments, and implementation schedules. We migrate the full change record to a Salesforce Case with a dedicated Record Type 'Change Request'. Approval chain status and risk assessment fields map to custom Case fields. Calendar entries linked to the change are noted in the handoff document for the admin to recreate as Salesforce Events or a third-party GRC app if required.

Problem records include root cause analysis, impact assessment, and linked KnownErrors. We migrate Problems to Salesforce Cases with Case.Type = 'Problem' and a custom field linking to related KnownError Cases via a custom lookup field. Incident associations are preserved as Related Cases or via a custom junction object so that the problem-incident relationship is queryable in the destination.

KnownErrors store accepted solutions and workarounds. We migrate to Salesforce Case with Case.Type = 'Known Error', preserving workaround text and solution details in custom long-text fields. The KnownError is linked to its parent Problem Case via a custom lookup field. Note that known error solution information that feeds up to Incidents at query time in Hornbill does not auto-populate in Salesforce; the admin configures a Flow to surface workaround details on related Cases after migration.

Hornbill Assets carry hardware and software inventory, CI relationships, and owner assignments. We migrate Asset records to Salesforce Asset with Name, Status, InstallDate, and serial number fields. CI relationships are preserved in a custom field or linked via a custom junction object because Salesforce's native Asset-CI model requires configuration for complex configuration-item topologies. Asset must be imported before any Incident or Case records that reference it as a related item.

Hornbill Suppliers map to Salesforce Account with a custom checkbox field is_supplier__c to distinguish supplier accounts from customer accounts. SupplierContacts migrate to Salesforce Contact records with a custom contact_role__c field set to 'Supplier Contact'. Supplier must be imported before SupplierContacts to satisfy the AccountId lookup on Contact.

Hornbill SupplierContract records migrate to Salesforce Contract linked to the Account representing the supplier. Contract start and end dates, SLA terms, and cost fields migrate to the standard Contract fields. Contract document attachments require a separate file-handling pass via Hornbill's document API; we export files and associate them with the migrated Contract record in Salesforce using filename matching against the contract record.

Hornbill KB articles export with approval workflow state and category assignments. We migrate article content and category associations to Salesforce Knowledge articles. Article approval states do not carry over; articles migrate as Draft status and the customer's admin republishes them in Salesforce Knowledge with the appropriate data category assignments. The knowledge base structure is preserved as a written map for the admin to configure Salesforce Knowledge categories post-migration.

Hornbill custom fields are defined per entity in Configuration > Manage Types across Summary Fields, Detail Fields, Create Fields, and List Fields tabs. We export all custom field values regardless of tab assignment and pre-create equivalent custom fields in Salesforce on the mapped target object (Case, Asset, Account, Contact, Contract) before migration begins. Field types are mapped: checkbox to checkbox, text to text, number to number, date to date. Multi-select picklists in Hornbill map to multi-select picklists in Salesforce.