Migrate from Hornbill Service Manager to Zoho Desk

Hornbill Incidents map to Zoho Desk Tickets with type set to 'Incident'. We translate Hornbill Incident status (New, In Progress, Pending, Resolved, Closed) to Zoho Desk ticket status values, and Hornbill Priority (Critical, High, Medium, Low) to Zoho Desk Priority. The Hornbill assigned analyst maps to the Zoho Desk Agent via email resolution. Incident description and initial log entries migrate as the ticket Description and first Thread entry respectively.

Hornbill Requests map to Zoho Desk Tickets with type set to 'Request'. Hornbill's current stage in the workflow maps to a Zoho Desk custom field request_stage__c because Zoho Desk does not have a native multi-stage workflow state machine. The Hornbill Request category and subcategory map to Zoho Desk Category and Subcategory picklist fields.

Hornbill ServiceRequests carry catalog item GUIDs that are not portable to Zoho Desk. We strip the Hornbill-specific GUIDs, extract the catalog item display name, and store it as a text custom field catalog_item__c on the Zoho Desk Ticket. Workflow associations that defined the ServiceRequest lifecycle are documented separately for the admin to rebuild using Zoho Desk Blueprint or macros.

ChangeRequests migrate to Zoho Desk Tickets with type set to 'Change' or a custom field change_type__c. CAB approval history, risk assessment fields, and implementation schedule dates migrate as custom fields on the ticket record. Zoho Desk does not have a native CAB workflow model, so we store the approval chain status as a custom picklist field and document the CAB configuration requirement for the admin.

Hornbill Problems migrate to Zoho Desk Tickets with type set to 'Problem'. Root cause analysis text and impact assessment fields migrate as custom text fields on the ticket. Linked KnownErrors are stored as a comma-separated custom field known_errors__c referencing the migrated KnownError record IDs. Problem status is preserved in a custom field problem_status__c.

KnownErrors migrate as Zoho Desk Tickets with type set to 'Known Error' and are cross-linked to their parent Problem ticket via a Zoho Desk custom lookup field. Workaround text and accepted solution details migrate as custom fields on the Known Error ticket. The solution content migrates but is stored as a custom rich-text field since Zoho Desk does not have a native KnownError solution field.

Hornbill Release records carry deployment schedules and blackout window references. We migrate release records as Zoho Desk Tickets with a custom type field, preserving deployment date, release version, and blackout window notes as custom date and text fields. Calendar-level blackout window configurations are system-level settings that do not migrate; we document them as a configuration item for the Zoho Desk admin.

Hornbill Assets migrate to Zoho Desk Products with the asset type, status, assigned user, and CI relationship data stored as custom fields. Hardware serial numbers, warranty dates, and location information map to Zoho Desk Product custom fields. CI-to-asset relationships are preserved as a custom lookup field linking the Product to related Asset records. Full IT asset management functionality requires Zoho ManageEngine integration post-migration.

Hornbill Suppliers map to Zoho Desk Accounts. Supplier name becomes Account Name, and supplier contact information maps to the primary contact on the Account. We create Account records before importing any SupplierContracts so that the lookup relationship is satisfied at insert time.

Hornbill SupplierContracts migrate to Zoho Desk Contracts with renewal dates, SLA terms, and cost fields preserved as Contract custom fields. Contract document attachments are handled separately via Hornbill's document API and re-associated with the migrated Contract record by filename matching. Zoho Desk Contract module is available from specific plans; we verify plan eligibility during scoping.

Hornbill KB articles migrate to Zoho Desk Articles with content, category assignments, and approval state preserved as custom fields. Article approval workflows do not migrate; we document the approval state as a custom field on the Article so the admin can reconfigure approval routing in Zoho Desk. Inline images and attachments require separate file export and re-upload via Zoho Desk's media library.

Hornbill Users migrate to Zoho Desk Agents. We resolve Hornbill Users by email match against the Zoho Desk Agent table. Hornbill Team membership maps to Zoho Desk Teams, which we create before Agent import and associate during migration. Role and Rights definitions from Hornbill do not map directly to Zoho Desk permission profiles; we document the role mapping as a configuration guide for the admin.

Hornbill custom fields for each entity (Summary Fields, Detail Fields, Create Fields, List Fields tabs) export with their full values regardless of tab assignment. We create equivalent custom fields in Zoho Desk scoped to the relevant department before migration. Field type translation is required: Hornbill text fields become Zoho Desk single-line or multi-line text, date fields become Zoho Desk date fields, and multi-select fields become Zoho Desk multi-select picklists.