Migrate from InvGate Service Management to HubSpot Service Hub

InvGate Requests map directly to HubSpot Tickets as the primary record type. We map InvGate's title to hs_ticket_subject, description to hs_ticket_body, priority (low/medium/high/critical) to hs_ticket_priority, status to hs_ticket_status, and category to a custom hs_category property since HubSpot Tickets use pipeline stages rather than ITIL categories. The InvGate requester maps to the HubSpot Contact (resolved by email), and the InvGate assignee maps to the HubSpot owner (resolved by email to HubSpot User). Custom properties on the Request migrate to custom Ticket properties of equivalent type.

InvGate Incidents share the same underlying record as Requests but are tagged with the incident type. We migrate incident-tagged records as HubSpot Tickets with a custom hs_record_type property set to 'Incident' and the original InvGate incident flags (related_problems, major_incident_flag) preserved as custom Ticket properties. Incidents with linked Problems retain that linkage as Ticket comments or custom relationship properties since HubSpot lacks a native Problem record type.

InvGate Problem records have no native HubSpot Service Hub equivalent. We create a HubSpot custom object named Problem with properties for title, description, root_cause_analysis, workaround, status, and linked_incident_count. Each Problem record links to the related HubSpot Tickets via a custom lookup relationship. The customer chooses whether Problems live as tickets-internal-notes (simpler) or as custom objects (more structured) during scoping.

InvGate Change records (normal, standard, emergency) include risk assessment, approval chain, and scheduled dates with no direct HubSpot equivalent. We create a custom object Change_Request with properties for change_type, risk_level, approval_status, scheduled_start, scheduled_end, and related_tickets. Approval chain logic is preserved as a custom text property documenting the original approver sequence; actual approval routing requires rebuild in HubSpot Automation Tools post-migration.

InvGate Agent accounts (display name, email, role, groups, help desk assignments) map to HubSpot Users. We resolve agents by email match to HubSpot Users. InvGate group memberships map to HubSpot Teams during migration; multi-help-desk agents receive HubSpot Team assignments aligned with their InvGate help desk scope. LDAP and SAML sync configuration is not migrated; the customer's HubSpot admin configures identity provider integration separately.

InvGate Help Desks (top-level organizational units structured by location or department) map to HubSpot Teams. Multi-tier help desk hierarchies are flattened into HubSpot Teams with a custom help_desk_level property carrying the original hierarchy depth. Help desk calendars (business hours) map to HubSpot SLA business hours configurations. Multi-site routing rules are preserved as Team-level routing notes requiring rebuild in HubSpot's inbox routing settings.

InvGate Service Catalog items define requestable services with form fields, workflows, and approval requirements. We export catalog item schemas and form field definitions. Approval routing logic is documented in the workflow audit deliverable for rebuild in HubSpot Automation Tools. Service catalog presentation migrates as HubSpot customer portal categories with associated Ticket forms; self-service request submission requires rebuild in HubSpot's portal or CMS.

InvGate SLA configurations (response and resolution times tied to priority levels and business hours calendars) map to HubSpot SLA policies available on Professional tier and above. We export SLA name, priority thresholds (low/medium/high/critical), first response time targets, and resolution time targets. SLA breach notification triggers are documented for rebuild in HubSpot's workflow automation; HubSpot SLA policies do not include native breach-triggered notification logic outside of workflows.

InvGate Knowledge Base articles (title, body HTML/text, category, status, author) migrate to HubSpot Knowledge Base articles. We preserve article body, category assignments, and publish status. Article-to-ticket auto-suggestion rules and article-to-ticket linkage metadata from InvGate are not exported and require post-migration configuration in HubSpot's knowledge-base settings. Knowledge-base availability in HubSpot requires Professional tier or above.

InvGate custom properties on Requests, Agents, Companies, and other objects migrate to HubSpot custom properties of equivalent type (text, number, date, dropdown, checkbox). Dropdown options migrate as HubSpot option sets. We flag any field-type mismatches (for example, InvGate multi-select fields that must map to HubSpot multi-checkbox or multi-select picklist) during the schema audit phase. Custom property schema is deployed before ticket migration to ensure all field references are valid.

InvGate Company records (name, domain, contacts) map to HubSpot Companies. The HubSpot Company becomes the parent of the Contact linked to the ticket requester, enabling account-level ticket context in HubSpot. We use company domain as the dedupe key during import and preserve any InvGate custom properties on the Company record.

InvGate ticket conversations (public notes, internal notes, status-change notifications, attachment references) migrate as HubSpot Ticket conversations ordered by timestamp. Attachments are downloaded from InvGate and re-uploaded to HubSpot as CRM file attachments linked to the Ticket record. Internal notes migrate with a visibility flag set to internal in HubSpot. Status-change notifications are logged as Ticket timeline entries preserving the original timestamp and actor.

InvGate time entries (hours, description, billable flag) logged against requests are exported as custom properties on the migrated HubSpot Ticket. We aggregate multiple time entries per ticket into a total_time_logged custom property and preserve individual entries as Ticket comments with a time_entry flag. Billable flag is preserved as a hs_billable property for billing-context reporting. Advanced time-tracking workflows require rebuild in HubSpot Automation Tools.

InvGate asset-to-ticket linking via InvGate Asset Management is preserved as custom Ticket properties holding the CI identifier (serial number, asset tag, or hostname). The actual CI records do not migrate unless the customer has InvGate Asset Management and a corresponding asset management tool in HubSpot (which requires a separate integration or custom object). We document every CI-identifier property for the customer's admin to map against their chosen asset management integration.