Migrate from Incident IQ to Salesforce Service Cloud

Incident IQ Tickets map to Salesforce Case records. The source status (New, Open, Pending, Resolved, Closed) maps to Case Status with the Incident IQ priority field translated to Case Priority (High, Medium, Low). Campus assignment from the ticket's location field maps to a Salesforce Location lookup that we pre-create during schema design. Category and subcategory from Incident IQ translate to Case Origin or custom picklist fields depending on the destination org's Case layout. All timestamps (CreatedDate, LastModifiedDate, ResolvedDate) preserve their original values. Custom fields on tickets migrate to custom Case fields with type mapping (dropdown to picklist, checkbox to boolean, text to string). The assignment to an IT staff member maps to Case OwnerId via User email lookup.

Incident IQ Assets map to Salesforce Asset if the destination org has the Asset Management add-on licensed; otherwise they map to a custom Asset object. The device taxonomy (model categories like Chromebooks, Laptops, Projectors) maps to Asset Type or a custom picklist. Serial number, asset tag, model name, and location assignment transfer directly. Student or staff assignment maps to an Asset ContactId lookup that we resolve by matching the assigned user's email against the Contact migration. Locked system model categories (Incident IQ's undeletable categories like Onboarding) are flagged during discovery and excluded from the migration scope with a written exclusion list. Districts should confirm with Incident IQ support whether historical timeline events (assignment changes, status updates) are available before assuming they can be exported.

Incident IQ staff users (IT agents, technicians, administrators) map to Salesforce User records. We match by email address. Role designation (agent, admin, viewer) maps to Salesforce Profile and Role hierarchy. Incident IQ users without an active email in the destination org go to a reconciliation queue for the district's Salesforce admin to provision. Students are not provisioned as Salesforce Users; they migrate as Contacts with a Role picklist value of Student.

Incident IQ student users migrate as Salesforce Contact records rather than Users because Salesforce licenses users per agent, not per student. The student's name, email, and enrollment campus map to Contact fields plus a custom campus lookup. We flag whether the district wants students to have self-service portal access (Contact with a Customer Portal user license is an additional cost) or remain as read-only records for IT staff to reference on asset assignments and ticket requests. The decision is made during scoping.

Incident IQ's campus-location hierarchy (schools, buildings, rooms) maps to Salesforce's Location object with a self-referential ParentLocationId to preserve the multi-level structure. The top-level campus becomes a Location with no parent; child buildings and rooms reference their parent Location. We extract the full hierarchy during discovery and build the Location tree in Salesforce before any Case or Asset import so that location lookups resolve at insert time. Districts should confirm whether Incident IQ's location records include GIS coordinates or address data that requires mapping to Location Address fields.

Incident IQ model categories (Chromebooks, Laptops, Printers, Projectors, etc.) define the device taxonomy. We map these to Salesforce Asset Type picklist values if the Asset Management SKU is licensed, or to a custom picklist field on a custom Asset object. Some system-defined model categories are locked by Incident IQ and cannot be exported; we identify these during discovery and exclude them from the migration scope, noting the exclusion in the data map for the district's records.

Incident IQ Support Flows are automation chains that route tickets, assign agents, and trigger actions based on form submissions. They are K-12-specific and do not migrate as code to Salesforce Flow, which uses a different trigger-action model. We extract the full Support Flow logic (trigger conditions, routing rules, escalation thresholds, notification actions) and deliver a written inventory with recommended Salesforce Flow equivalents. The district's Salesforce admin or a certified partner rebuilds each flow post-migration. Support Wizard chains are included in this inventory.

Incident IQ KB articles with resolution guidance migrate to Salesforce Knowledge. Article content, categories, and associations transfer. We flag articles with embedded links to Incident IQ ticket IDs that will need URL redirects after cutover. Salesforce Knowledge requires the Unlimited or Enterprise edition or a Knowledge add-on; we confirm availability during scoping. Articles without a direct Salesforce Knowledge equivalent can be stored as Files attached to a custom Article object.

Incident IQ Facilities Management Work Orders (status, priority, assignee, location, description) migrate to Salesforce Field Service Management's Work Order object if the district licenses FSM, or to a custom Work Order object. The association between work orders and asset locations preserves through the Location lookup. Work Order priority and status values map to FSM picklist values. If FSM is not licensed, we create a custom object matching the work order schema.

iiQ Events manages room reservations and event preparation workflows. These migrate as records in a custom Event Request object with date, location, requestor, approval status, and resource fields. If the district uses Salesforce Calendar Pro or external calendar integration (Google Workspace, Microsoft 365), we configure event-to-calendar sync during the post-migration configuration phase. Approval workflows for events are documented for rebuild in Salesforce Flow approval actions.

Incident IQ HR Service Delivery requests migrate to Salesforce as Cases with a dedicated HR record type, or to a custom HR Request object if the district requires a separate data model. Form field data maps to custom fields on the destination object. HR request categories (benefits, payroll, facilities access) map to Case Origin or a custom category picklist. The requestor's contact information maps to the Case ContactId lookup.

Districts frequently add custom fields to Incident IQ tickets for K-12-specific attributes (e.g., Student ID, Homeroom Teacher, Device Serial Number, Incident Category). We map these as custom fields on the Case object in Salesforce, applying type conversions where field types differ (Incident IQ multi-select to Salesforce multi-select picklist, Incident IQ text area to Salesforce long text area). Locked system fields cannot be exported; we flag these during discovery.