Migrate from ITarian Helpdesk to Salesforce Service Cloud

ITarian Ticket records map to Salesforce Case. Standard fields (subject, description, status, priority, created date, modified date) map directly. ITarian's ticket_id becomes the Case CaseNumber for reference. We map ITarian priority (Low, Medium, High, Critical) to Salesforce Case Priority (Low, Medium, High, Critical) with a direct value mapping. Custom ticket fields discovered during schema discovery map to custom Case fields of equivalent data type. Ticket conversation threads (requester comments and agent replies) map to CaseComment records in sequence order, preserving the author name, timestamp, and body text.

ITarian Customer records store contact details (name, email, phone) and a company association. We map these to Salesforce Contact with the organizational affiliation mapped to an Account. If ITarian stores the company name separately, we create or match the Account record first and then link the Contact to it. Customers without a company affiliation in ITarian receive a Salesforce Account created from the email domain for dedupe consistency.

ITarian Agent profiles (name, email, role: Admin, Technician, Viewer) map to Salesforce User records. We resolve agents by email match against the destination org's User table. Role alignment requires manual review because ITarian's permission tiers (Admin, Technician, Viewer) do not map automatically to Salesforce profiles (Standard User, Service Agent, System Administrator). We deliver a role-alignment matrix for the customer's admin to review and assign Salesforce profiles before migration.

ITarian Teams group agents for ticket routing. We map Team names to Salesforce Queues (Case Queue or a custom Queue for the target object). Queue membership is populated from the ITarian team membership list. If Salesforce Omni-Channel is in use, we map Teams to Skill-based Work Item Assignment rules instead of simple Queues, and we flag this configuration for the customer's admin to finalize.

ITarian SLA Policies define First Response Time and Resolution Time by priority level. These map to Salesforce Entitlement records (one per account or account tier) and Milestone records (First Response and Resolution milestones per Entitlement). Business hours configuration (calendar time vs. business hours) must be validated during scoping because ITarian's SLA calculation logic may differ from Salesforce's Entitlement business hours setting. We flag any SLA policy that uses non-standard business hours for manual recalibration.

ITarian automated workflows trigger on ticket conditions such as status change, priority escalation, or assignment. We do not migrate workflows as code because ITarian's trigger model differs structurally from Salesforce Flow. We export a written inventory of every active ITarian workflow: trigger event, conditions, and resulting actions (field update, email, assignment change). The customer's admin or a Salesforce partner uses this inventory to rebuild equivalent logic in Salesforce Flow post-migration.

ITarian KB articles store title, body content (HTML), category, and article status. We export article title, body, and category. Salesforce Knowledge requires an Article Type schema to be created before import; we map ITarian categories to Salesforce Data Category Groups. HTML formatting in ITarian article bodies may not render identically in Salesforce's Lightning knowledge components, and we flag this formatting gap in the migration scope for manual review after import.

ITarian Assets (tracked via the RMM module) that are linked to tickets migrate as Salesforce Asset records. The asset-to-ticket linkage migrates as a Case-Asset relationship (AssetId field on Case). Assets without a ticket linkage migrate as standalone Asset records and are flagged as orphaned for the customer's admin to review. Asset records that include device-specific fields map to custom Asset fields discovered during schema review.

ITarian allows per-account custom fields on tickets with no public metadata endpoint listing field names and data types. We discover the full custom field schema by sampling 50-100 tickets during the discovery phase and inferring field names, data types, and picklist values from the response payload. Each discovered field is then created as a custom field on the Salesforce Case object (or related object if the field logically belongs elsewhere), and values are migrated during the Case import phase.

File attachments on ITarian tickets and KB articles are stored as binary blobs. We export attachments to cloud storage (with the original filename and MIME type preserved) and re-attach them in Salesforce. Ticket attachments attach to the corresponding Case record via the ContentDocumentLink object. KB article attachments attach to the corresponding Knowledge Article version record. Files larger than 25 MB are flagged because Salesforce ContentDocument has a 25 MB per-file upload limit.

ITarian ticket history (status transitions, priority changes, assignment changes, time tracking) is exported as a series of timestamped entries. We map these to Salesforce CaseHistory fields where applicable, and to CaseComment records for timestamped narrative entries (such as internal notes on why a status changed). Time tracking entries that include total ticket age and time-to-first-response are stored as custom fields on the Case record.