Migrate from iTop to Freshdesk

iTop UserRequest records map to Freshdesk Tickets. The UserRequest title maps to Freshdesk subject, description maps to conversation content or description field, and priority maps to Freshdesk priority levels. We export via iTop OQL SELECT UserRequest WHERE ... and translate the status values (New, Assigned, Pending, Resolved, Closed) to Freshdesk equivalents (open, pending, resolved, closed). The functional_ci reference from iTop maps to a Freshdesk custom ticket field or to the assets relationship if Freshdesk Asset Management is enabled on the destination account.

iTop Incident class inherits from Ticket and includes caller, impacted_ci, and责任的 assignment fields. We map Incident records to Freshdesk Tickets and set a custom field itop_incident_type__c to flag the original record type. The incident timeline (comments, updates) migrates as conversation entries on the Freshdesk ticket. If the iTop instance uses separate Incident and UserRequest classes with distinct workflows, we preserve the distinction using Freshdesk ticket fields rather than separate objects.

iTop ChangeRequest records include type (normal, urgent, emergency), approval statistics, and rollback plan fields. Freshdesk does not have a native change management object, so we map ChangeRequests to Freshdesk Tickets with a category field set to 'Change Request' and custom fields for type, approval status, and rollback plan. Approval chain information from iTop is documented as part of the workflow inventory deliverable for manual reimplementation.

iTop Service records (including service subcategories and SLA-linked services) map to Freshdesk Products. The service name and description migrate as Product name and description fields. If the destination Freshdesk account uses Products for billing or asset tracking, we create Price Book entries during migration. Service hierarchies in iTop (parent-child service relationships) map to Freshdesk Product Categories.

iTop CI records (Servers, Network Devices, Applications, Databases, and custom CI classes) map to Freshdesk Assets if the destination account has Asset Management enabled. CI attributes (name, status, class, serial number, owner) map to Freshdesk Asset fields. CI relationships (logical, financial, or dependency links) do not have a direct Freshdesk equivalent; we document them in a relationships inventory for the customer's admin to recreate as linked Assets or as custom object records. Custom CI classes defined via iTop XML extensions require individual schema review and mapping during scoping.

iTop Contact records (person details, email, phone, organization membership) map to Freshdesk Contacts. Email maps to Freshdesk email, first_name and last_name concatenate to name, and phone maps to phone. Organization membership from iTop's contact_organization link table maps to Freshdesk's company relationship if the contact has a matching Company in Freshdesk. We resolve organization lookups before contact import to satisfy Freshdesk's foreign key constraints.

iTop Organizations (top-level entities that group Contacts and CIs) map to Freshdesk Companies. The organization name becomes the Company name, and hierarchical parent-child relationships in iTop map to Freshdesk Company parent relationships if the destination account has that feature enabled. We export Organizations before Contacts to ensure the parent reference is available at import time.

iTop User accounts include login, profile assignments, and role information. Freshdesk Agents are the equivalent agent-level user accounts. We export iTop user metadata (name, email, role, profile) and provide a mapping table to Freshdesk agent roles (Agent, Ticket Manager, Admin). User passwords cannot migrate because iTop stores password hashes in a PHP-compatible format that Freshdesk cannot accept. The customer's admin provisions Freshdesk agent accounts with temporary passwords before migration, and we reassign migrated tickets to the correct Freshdesk agents using the mapping table.

iTop custom classes defined via XML extensions require individual schema review and mapping to Freshdesk Custom Objects. We request a schema export (via iTop Designer module or direct XML inspection) during scoping and work with the customer to define field mappings for each custom class. Freshdesk Custom Objects have typed fields (string, number, date, boolean, dropdown, lookup) and can be linked to Tickets or Contacts via relationship definitions. We pre-create the Freshdesk Custom Object schema before data import.

iTop stores attachments in a local file system path structure that includes the object's class name and ID. We export attachment metadata (filename, size, linked object, creation date) and the raw file content separately. During Freshdesk import, we re-upload each file to Freshdesk's cloud storage via the Attachments API and link it to the corresponding Ticket or Contact record. File URLs from iTop become invalid after migration and are replaced with Freshdesk-hosted URLs stored in the migrated record.

iTop FAQ and Knowledge Base articles (title, content, category) map to Freshdesk Solutions. Article content migrates as Solution text fields; article categories map to Freshdesk Solution categories or folders. The category structure in iTop may differ from Freshdesk's flat category model, requiring manual mapping during scoping. We export article content in structured format for re-import and flag any embedded images for re-hosting in Freshdesk's image library.