Migrate your InvGate Service Management data

The primary ITIL record type in InvGate. Requests map 1:1 as tickets with standard fields: title, description, priority, status, category, assignee, help desk, requester, and timestamps. Custom properties are preserved as key-value fields. We extract full request history including status-change logs and conversation threads.

Incidents share the same underlying record as Requests but are tagged with the incident type. We migrate incident flags, related problems, and major-incident associations. Impact and urgency levels are mapped to priority fields in the destination.

InvGate's Problem Management is PinkVERIFY-certified. We preserve problem records, their linked incidents, root-cause analysis notes, and workaround descriptions. Problem-to-change linkages are maintained via custom association fields in the migration payload.

Change records include fields for type (normal, standard, emergency), risk assessment, approval chain, and scheduled dates. We map InvGate's change workflows to the destination's change-request schema, preserving approval status and CAB references.

Agent accounts include display name, email, role (Agent, Admin, Manager), groups, and help desk assignments. We migrate agents as users and map group memberships to destination team structures. LDAP/AD integration settings are noted but not replicated unless the destination supports equivalent SSO.

Help desks are the top-level organizational unit in InvGate, often structured by location or department. We preserve help desk hierarchy, calendar configurations, and routing rules. Multi-site help desk structures map directly to equivalent organizational units in the destination.

Catalog items define requestable services with form fields, associated workflows, and approval requirements. We extract catalog items and their form schemas, but approval routing logic requires manual reconfiguration in the destination because workflow step conditions are InvGate-specific.

Articles include title, body (HTML/text), category, status (draft/published), and ticket associations. We export article content and category structure, but article-to-ticket linkage and auto-suggestion rules do not transfer automatically and must be rebuilt in the destination.

SLAs define response and resolution times tied to priority levels and business hours calendars. We export SLA configurations and calendar definitions, but SLA breach notification triggers require re-establishment in the destination because notification rules are not part of the standard export.

InvGate workflows are built in a no-code diagram editor and can be exported as .sdw files. We preserve workflow logic including steps, conditions, and actions, but automation actions referencing InvGate-specific integrations (e.g., remote desktop launch, asset correlation) do not have direct equivalents in most destination platforms.

Custom properties extend Requests, Agents, Companies, and other objects with user-defined fields of various types. We extract the property schema and values, but field-type mapping (e.g., dropdowns, date pickers, user selectors) requires destination-specific configuration since not all platforms support the same field types.

Companies in InvGate represent organizations linked to requesters, primarily used for external user management. We migrate company records including name, domain, and associated contacts. The company-to-user linkage is preserved in the migration mapping table.

Agents can log time against requests for billing or tracking purposes. Time entries include hours, description, and billable flag. We extract time entry data and associate it with the corresponding migrated request, but whether the destination supports billable time tracking depends on its schema.

InvGate integrates with InvGate Asset Management to link CI records (Configuration Items) to tickets. When migrating out of InvGate, we export CI-link metadata as custom properties on the target ticket. When migrating in, we flag that CI-link correlation requires the destination's asset management module to be active.

Ticket conversations include all public and internal notes, status-change notifications, and attachment references. We preserve the full conversation thread ordered by timestamp. Attachments are downloaded and re-uploaded to the destination's file storage with references updated in the thread.