Migrate from Infraon Desk to Intercom

Infraon Desk Incidents migrate to Intercom Conversations. The source priority, status, category, assignee, and requester fields map to Intercom's Conversation priority (optional), state, tags, assignee, and contact reference. Conversation thread history (public and private notes) migrates as message records. SLA metadata is preserved as custom conversation attributes but the live SLA timer resets to zero at import time per Intercom's model.

Infraon Desk end-users (requesters) migrate to Intercom Contacts. We extract name, email, phone, and any custom fields on the requester record. Phone number validation in Intercom should be disabled before migration if the source data contains invalid formats; we flag this during setup. End-user role is stored as a custom attribute since Intercom does not have a native requester vs. agent role split at the Contact level.

Infraon Desk technicians migrate to Intercom Contacts marked as agents. We preserve role, group assignment, and notification preferences as custom attributes. The technician's active/inactive status maps to the Contact's blocked flag in Intercom. Any Infraon Desk technician without an email address cannot be created as an Intercom agent and goes to a reconciliation queue.

Infraon Desk companies linked to requesters migrate to Intercom Companies. Company name, domain, address, and custom fields map directly. Intercom's Company deduplication uses domain matching; we set the external_id on each Company record to the Infraon Desk company ID for relationship integrity.

Infraon Desk CMDB Configuration Items have no native Intercom equivalent and require a Custom Object. We create a CI custom object during scoping with typed attributes matching the Infraon Desk field schema. Custom CI types beyond the standard defaults require enumeration during the discovery phase; this adds one to two days per unique CI type. Relationships to Incidents are preserved as Custom Object references using external_id mapping to avoid duplicates on subsequent GET requests.

Infraon Desk Assets (hardware and software inventory) migrate to a separate Custom Object in Intercom. Custom fields on Assets must be enumerated per asset type during scoping because Infraon Desk allows field definitions outside the standard schema. Bulk asset imports are chunked into batches of 500 records per API call to respect rate limits. Asset-to-CI relationships map to Custom Object references using the Infraon Desk CI ID as the external_id.

Infraon Desk Problems (root-cause records linked to Incidents) have no native Intercom equivalent. We create a Problem custom object with fields for title, description, linked incident IDs, workaround text, and status. The linked-incident relationship uses the Infraon Desk Incident ID as the external_id on the Conversation reference. Problems without a linked Incident are created as standalone custom object records.

Infraon Desk Changes (Normal, Standard, Emergency types with risk level, approvals, and CAB associations) require a Change custom object in Intercom. Fields include change type, risk level, scheduled dates, approval status, and CAB notes. Change-to-Incident links are preserved as custom object relationship attributes. Role-based access controls on custom fields do not transfer; these are rebuilt as Intercom team permissions post-migration.

Infraon Desk KB Articles migrate to Intercom Articles within Collections. The three-level Infraon Desk hierarchy (Category > Folder > Article) maps to Intercom's Collection > Section > Article structure where present. Infraon Desk articles without a parent folder map to Intercom Collection > Article (flat). Article HTML content, author, status, and tags migrate directly. Visibility rules map to Collection access settings.

Infraon Desk Service Catalogue items define requestable services with workflow triggers. These do not have a native Intercom equivalent. We export the catalogue item definition as structured JSON in the migration manifest and flag it for manual recreation in Intercom's Outbound Messages, Custom Objects, or a linked product catalogue depending on the customer's use case. Workflow trigger conditions are documented separately.

Infraon Desk SLA policies define response and resolution time targets per priority. Intercom SLA rules apply business hours and target times per conversation but do not replicate the full SLA policy structure. We document the original SLA definitions as a CSV attachment in the migration package. The customer's Intercom admin rebuilds SLA rules in Settings > Business Hours and SLA settings post-migration.

Infraon Desk Releases (deployment packages linked to Changes) migrate to a Release custom object in Intercom. Fields include release name, rollout schedule, associated Change IDs (as external_id references), and deployment status. Release-to-Change relationships use the Change custom object external_id for linkage.