Migrate from Infraon Desk to HubSpot Service Hub

Infraon Desk Incidents migrate directly to HubSpot Service Hub Tickets. Standard fields (priority, status, category, assignee, requester) map to HubSpot ticket properties. Custom fields defined on Infraon Incidents are enumerated during discovery and created as custom HubSpot ticket properties before import. Conversation threads migrate as HubSpot ticket comments in chronological order. We disable HubSpot ticket status automations (email-sent triggers, customer-reply triggers) before migration to prevent the destination platform from silently overwriting imported ticket states with Waiting on Contact or similar defaults.

Infraon Desk Problems have no native HubSpot equivalent. We create a custom object named Problem (API name: problem__c) in HubSpot during schema design, with fields for title, description, root_cause__c, linked_incidents__c (multi-select or related list), and workaround_resolution__c. Each Problem migrates as its own record, and we preserve the link to related Incidents by recording the Infraon Incident ID in a custom field on both the Problem record and the migrated Ticket so the relationship is reconstructable post-migration.

Infraon Desk Changes carry type (Normal, Standard, Emergency), risk level, approvals, CAB associations, and scheduled dates. HubSpot has no native Change object. We create a custom object named Change (API name: change__c) with fields for change_type__c, risk_level__c, approval_status__c, scheduled_start__c, scheduled_end__c, and associated_cab__c. Change Advisory Board associations migrate as text fields where the original CAB role names are preserved for the customer's ITSM team to re-establish in any new change management process they configure in HubSpot.

Infraon Desk CIs live in the CMDB and link to Incidents, Problems, and Changes. We map standard CI types (Server, Network Device, Software) to HubSpot Asset records with category fields; custom CI types are enumerated during scoping and mapped to HubSpot custom asset categories or a separate custom object. CI-to-CI relationships (dependency chains) are preserved as structured text fields on the related HubSpot Asset records since HubSpot does not have a native CI relationship graph.

Infraon Desk Assets (hardware and software inventory) map to HubSpot Asset records with the addition of custom fields enumerated from Infraon's asset schema during discovery. Bulk asset imports are chunked by asset type and processed in batches. We flag any orphaned attachment references (assets with file attachments that point to deleted or missing files) before migration so the customer can decide whether to include or exclude them.

KB Articles and their category hierarchies migrate with full HTML content preserved. Article visibility rules map to HubSpot article privacy settings. Attachment references are preserved as URL links or re-uploaded as HubSpot file attachments at migration time, depending on the source attachment storage location. Category-to-article parentage relationships are maintained through HubSpot article category assignments.

Infraon Desk Service Catalogue items define requestable services and link to workflow triggers. We migrate the item definition and associated form fields. Workflow trigger conditions are exported as structured configuration and documented in the automation inventory. The customer's admin rebuilds requestable services as HubSpot Forms connected to Workflows, or via the Service Hub Customer Portal if that tier is licensed.

SLA policies define response and resolution time targets per priority level. We replicate SLA definitions as HubSpot SLA policy objects. The live elapsed timer state is time-bound and resets on import. We capture original SLA elapsed time, remaining time, and breach threshold as custom fields (original_sla_elapsed__c, original_sla_remaining__c, sla_breach_threshold__c) on each migrated Ticket so the customer's admin can decide whether to honour the original SLA deadline or renegotiate SLA targets post-migration.

Infraon Desk Technicians are billable seats. We migrate technician accounts to HubSpot Users with roles, group assignments, and notification preferences preserved as custom fields. End-users (requesters) migrate as HubSpot Contacts. We validate the exported technician list against Infraon Desk paid seats to confirm no over-billing after the source account is decommissioned. Passwords and MFA settings cannot be migrated and require re-authentication setup in HubSpot.

Infraon Desk Releases track deployment packages linked to Changes. We create a custom object named Release (API name: release__c) with fields for title, description, planned_rollout_date__c, and associated_changes__c. Links to Change records are preserved via the Change ID stored in a custom field. Release status values migrate as a custom picklist on the Release object.

Standalone Tasks (not inside a Project) migrate to HubSpot Tasks with assignees, due dates, status, and priority preserved. Tasks linked inside Infraon Desk Project Management migrate as HubSpot Tasks with a reference to the parent project recorded in a custom field. We preserve the original created timestamp and any linked Attachments or comments.

Tags applied to Tickets, Assets, and KB Articles migrate with the parent object. Tag counts and co-occurrence patterns are preserved to maintain reporting continuity. HubSpot tags use the same string-based tag model as Infraon Desk, so no transformation is required beyond extracting the tag values from the source records during enumeration.

Infraon Desk drag-and-drop Workflows are exported as structured JSON configuration and delivered in a written inventory document. The inventory lists every active workflow with its trigger, conditions, branches, and actions. HubSpot Workflows use a different automation model (record-triggered, delay, If-Then branch, CRM action). The customer's admin uses the FlitStack AI inventory document to rebuild each Infraon workflow as equivalent HubSpot Workflows or Service Hub automation sequences.

Infraon Desk saved report configurations and dashboard widget definitions are not accessible via the standard API. We recommend exporting all report definitions manually as CSV or screenshots before migration begins. We deliver the exported reports with a mapping table identifying the closest HubSpot native report equivalent for each. The customer's admin rebuilds reports in HubSpot Service Hub reporting or the broader HubSpot analytics workspace post-migration.