Migrate from ITsDone Help Desk to Salesforce Service Cloud

ITsDone Tickets map to Salesforce Case records. The ITsDone ticket status (open, pending, resolved, closed) maps to Salesforce Case Status, with a custom field itsdone_original_status__c preserving the source value. ITsDone priority (low, normal, high, urgent) maps to Salesforce Case Priority. Created date and last modified date migrate as CreatedDate and LastModifiedDate respectively. ITsDone ticket ID is stored in a custom field itsdone_ticket_id__c for cross-system reference.

ITsDone ticket thread entries (public replies and internal notes) migrate to Salesforce CaseComment records ordered by timestamp. Email channel entries migrate as EmailMessage records linked to the Case, preserving FromAddress, ToAddress, Incoming flag, and HTML body. Thread ordering is preserved via the CreatedDate timestamp so agent and customer exchanges appear in correct sequence.

ITsDone Customers map to Salesforce Contact records. Where ITsDone stores a company name on the customer record, we create or match a Salesforce Account and populate Contact.AccountId. Customer email, phone, and address fields map to typed Salesforce Contact fields. Any ITsDone custom customer properties migrate to custom fields on Contact, with type matching (text, picklist, date) confirmed during scoping.

ITsDone Agent profiles (name, email, role, group assignment) map to Salesforce User records. We match by email address against the destination Salesforce org. Role naming conventions differ between platforms, so we create a mapping table during scoping and flag any ITsDone roles with no direct Salesforce Profile equivalent for the admin to assign. Agent group membership maps to Salesforce Queues membership.

ITsDone agent groups migrate to Salesforce Queues. We create a Queue for each ITsDone group, add the corresponding mapped Users as QueueMembers, and associate the Queue with the Case object for case assignment routing. Queue API names are normalized to remove spaces and special characters per Salesforce naming conventions.

ITsDone ticket tags migrate to Salesforce Topics via TopicAssignment records linked to the Case. Alternatively, if the customer prefers a structured field, tags migrate to a custom multi-select picklist on Case with character set normalization (ITsDone may allow characters that Salesforce restricts on picklist values). The customer chooses the tag strategy during scoping.

ITsDone Help Desk Knowledge Base articles, sections, and categories migrate to Salesforce Knowledge with Salesforce Knowledge Article Version (Knowledge__kav) records. Article body HTML is inserted as the Summary or Body field depending on the Salesforce edition. We flag embedded media links to internal ITsDone assets for manual remediation post-migration. ITsDone article publish status maps to Salesforce PublishStatus (Draft, Published, Archived). Data category groups are created in Salesforce if the customer requires taxonomy-based article access control.

ITsDone SLA configurations (business hours, first-response target, resolution target) map to Salesforce Entitlement Processes and Milestones. Each ITsDone SLA policy becomes a Salesforce Entitlement record on the Account or Contact, with FirstResponseTime and ResolutionTime milestones configured to match the original target values. Business hours definition migrates to Salesforce Business Hours linked to the Entitlement.

ITsDone stores attachments as URL references rather than embedded binaries. We validate every attachment URL at migration start, re-download the binary content, and insert it as a Salesforce ContentVersion linked to the parent Case via ContentDocumentLink. Attachment filename and content type (MIME type) are preserved. If any URL has expired (returning 404), we flag the record in the reconciliation report for the customer to re-upload manually.

ITsDone custom ticket fields and custom customer fields are parsed from the schema export and mapped to Salesforce custom fields on Case or Contact respectively. Field types are matched during scoping: ITsDone text fields map to Text, picklist to Picklist, date to Date, number to Number. Dependent dropdowns and calculated fields that cannot map directly are flagged with recommended Salesforce equivalents (for example, a calculated field may become a Formula field or a read-only custom field requiring post-migration manual entry). Custom field API names append __c per Salesforce convention.

ITsDone ticket status values (open, pending, resolved, closed, on-hold) map to Salesforce Case Status values. We configure the Case Status picklist in Salesforce during schema setup to include all active ITsDone statuses, ensuring no closed-loop value is lost during migration. The Case Status field is included in the Case Record Type assignment.

ITsDone custom objects beyond standard Tickets, Customers, and Agents migrate to Salesforce custom objects of equivalent API name with the __c suffix. We pre-create the destination schema including all custom fields and lookup relationships to Case, Contact, or Account before any data import. Lookup field references are resolved at migration time using the parent-record mapping tables.