Migrate from ITCO to Salesforce Service Cloud

ITCO Tickets map directly to Salesforce Case records. We extract ticket ID, subject, description, status, priority, resolution notes, created date, and last modified date from the ITCO interface using the customer's extraction template. Status maps to Salesforce Case Status, priority maps to Priority, and the resolution notes field maps to Description or a custom field case_resolution__c. Case is the parent record; it must be created before any linked Conversations or Attachments are imported.

ITCO Customer records (contact name, email, phone, address) map to Salesforce Contact. We extract customers from ITCO and map name fields to FirstName and LastName (with a fallback to a single FullName field if the source does not split names), email to Email, phone to Phone, and address fields to MailingStreet, MailingCity, MailingState, MailingPostalCode, MailingCountry. Contact requires an AccountId lookup; if the customer has Company data in ITCO, we create the Account first and link Contact to it.

ITCO Company records (if present in the customer's configuration) map to Salesforce Account. Company name maps to Account Name, domain or website maps to Website, and address fields map to BillingAddress. Account is created before any dependent Contact records to satisfy the AccountId foreign key on Contact.

ITCO Agent records map to Salesforce User by email match. We extract agent identifiers, names, and email addresses from ITCO and match against the destination Salesforce org's User table by Email. Any Agent without a matching User goes to a reconciliation queue for the customer's Salesforce admin to provision before record import continues, because OwnerId on Case and Contact is a required reference for most Salesforce profiles.

ITCO Team structures map to Salesforce Group records (CollaborationGroup or Queue). We enumerate the team hierarchy during discovery and create equivalent Groups in Salesforce before migrating any assignment data. Queue routing (which agents handle which case types) maps to Salesforce Omni-Channel presence configurations that the admin configures post-migration, not within the data migration scope.

ITCO Conversation threads (message threads attached to Tickets) map to Salesforce EmailMessage records linked to the parent Case. We extract message content, sender (customer or agent), timestamp, and direction (inbound/outbound) and create EmailMessage records with the Case as WhatId and the Contact as WhoId. Message ordering is preserved by setting the EmailMessage CreatedDate to the original ITCO timestamp. EmailMessage requires the FromName and FromAddress fields; if the sender is a customer not yet in Salesforce Contact, we create a minimal Contact record first.

ITCO file attachments on Tickets and Conversations cannot be exported programmatically. We flag attachment-heavy tickets during scoping and provide a manual backup checklist: the customer downloads attachments from the ITCO interface, names them per our file-naming convention (Case-[CaseNumber]-[AttachmentName]), and uploads them to Salesforce as ContentDocument records after Case migration completes. We provide a mapping spreadsheet linking each downloaded file to its destination Case and Contact.

ITCO custom ticket fields have no published schema; each customer's configuration is unique. During discovery we enumerate every custom field (name, data type, validation rule) from the ITCO interface and map each to an equivalent Salesforce custom field on Case. Destination custom fields must be created in Salesforce (Setup > Object Manager > Case > Fields & Relationships) before data load. We provide a field creation checklist with API name, data type, and required/optional flag for each custom field.

ITCO does not expose a documented tag taxonomy via API. We do not migrate tags automatically. We recommend that customers manually recreate tag equivalents in Salesforce as Case Status values, Case Origin values, or custom multi-select picklist fields post-migration, depending on how tags are used in ITCO.

Knowledge base article support is not documented in ITCO. If knowledge base content exists in the customer's ITCO instance, it must be exported manually as HTML or Markdown files. We do not include KB migration in standard ITCO scopes. If the customer uses Salesforce Knowledge post-migration, we provide a structured article inventory spreadsheet with title, body content, summary, and URL for manual Knowledge Article creation.