Migrate your Infraon Desk data

Incidents are the primary ticket object in Infraon Desk. We migrate all standard fields (priority, status, category, assignee, requester) plus custom fields, conversation history, and internal notes. SLA timers are preserved as metadata on the record.

Problems are linked root causes of one or more incidents. We migrate the problem record, its linked incidents, and the workaround/resolution text. Links to Changes are preserved as relationship mappings.

Changes include their type (Normal, Standard, Emergency), risk level, approvals, and scheduled dates. We replicate Change Advisory Board (CAB) associations and role-based access controls on custom fields.

CIs live in the CMDB and are linked to Incidents, Problems, and Changes. Infraon Desk supports custom CI types beyond the standard defaults. We map CI relationships but custom CI type definitions require explicit field enumeration during scoping.

Assets include hardware and software inventory linked to the CMDB. Custom fields on Assets are supported and must be enumerated per asset type during migration scoping. We handle bulk asset imports in batches to avoid payload limits.

KB Articles and their category assignments migrate with their full HTML content. We preserve article-to-category hierarchies and any attachment references. Article visibility rules are carried over as metadata.

Catalogue items define the requestable services and are tied to workflow triggers. We migrate the item definition, associated forms, and linked workflows. Workflow trigger conditions are preserved as configuration, not duplicated as static records.

SLA policies define response and resolution time targets per priority level. We replicate SLA definitions and their association to catalogue items, though the active SLA timer state is time-bound and starts fresh on import.

Technician accounts are billable seats. End-users (requesters) are free. We migrate user records with their roles, group assignments, and notification preferences. Passwords and MFA settings cannot be migrated and require re-authentication on the destination.

Workflows are drag-and-drop automation chains of triggers, conditions, and actions. We export the workflow definition as structured configuration. Complex nested conditions and multi-branch logic require validation testing post-migration.

Releases track deployment packages and their associated Changes. We migrate release records with linked Change IDs and planned rollout schedules.

Tasks are standalone work items used in Project Management. They carry assignees, due dates, and status. We migrate standalone Tasks; Tasks linked inside Project Management are covered as a sub-object.

Tags applied to Tickets, Assets, and KB Articles migrate with the object. Tag counts and co-occurrence patterns are preserved to maintain reporting continuity.

Saved report configurations and dashboard widgets are not exported via the standard API. We recommend exporting report definitions manually as screenshots or CSV before migration and rebuilding them in the destination platform.