Migrate from ITSM 365 to HubSpot Service Hub

ITSM 365 Incidents map to HubSpot Service Hub Tickets with a dedicated incident pipeline. The ITSM 365 incident priority (P1-P4) and status (New, Assigned, In Progress, Resolved, Closed) migrate to HubSpot ticket priority and ticket pipeline stage. The incident category and subcategory fields become custom ticket properties for segmentation. We resolve the incident assignee to a HubSpot User by email match, and the affected configuration item, if present, to a custom asset object or the relevant Company record.

ITSM 365 Service Requests map to HubSpot Tickets with a service-request pipeline, keeping them logically separate from Incidents in HubSpot reporting. The request type, requester, and fulfillment group migrate as custom properties. If ITSM 365 Standard approval chains are attached to the Service Request, those are flagged as approval_chain_pending=True on the ticket and documented for rebuild as a HubSpot Workflow with approver notifications.

ITSM 365 Problem records have no direct HubSpot native equivalent. We migrate Problems to a HubSpot custom object (Problem) linked via a Lookup relationship to related Incident tickets. The problem title, description, impact, root cause, and known-error status migrate as custom object fields. The customer admin must enable Custom Objects, available at Service Hub Enterprise ($150/seat) tier, before migration begins.

ITSM 365 Change records (standard, normal, emergency change classifications) migrate to a HubSpot custom object (Change). The change type, risk level, approval status, implementation plan, and rollback plan migrate as custom fields. Change records are linked to related Incident and Service Request tickets via a Lookup relationship. The Standard tier approval chain on Changes requires manual rebuild as a HubSpot Workflow post-migration, documented in the automation inventory.

ITSM 365 contacts (requesters, incident reporters, service request initiators) map to HubSpot Contacts. The requester name, email, phone, department, and location migrate directly. Any SLA entitlement or support tier stored on the ITSM 365 contact record becomes a custom Contact property. HubSpot contact associations to Company are resolved during import using the domain-based Company dedupe key.

ITSM 365 organizations (ITIL customer organizations, internal departments, or business units) map to HubSpot Companies. The organization name, domain, address, and primary support tier migrate as standard and custom Company properties. ITSM 365 org-level SLA information becomes a custom property on the mapped Company record. ITSM 365 organizations that represent individual end users rather than business entities are reconciled against the Contact mapping during scoping.

ITM 365 Assets and Configuration Items (hardware, software, services, locations) have no native HubSpot Service Hub equivalent. We migrate these to a HubSpot custom object (Asset) linked via Lookup to the relevant Company record. Asset name, type, serial number, status, assigned user, and relationship to other CIs migrate as custom fields. Asset-CI relationships that form a dependency tree are stored as Asset__c lookups on the child Asset record. Custom Objects require Service Hub Enterprise tier.

ITSM 365 SLA policies (response time, resolution time, business hours) from the Standard tier migrate to HubSpot SLA policies, but only at Service Hub Professional ($90/seat) or Enterprise ($150/seat). SLA name, applicable business hours, first response target, and resolution target migrate as HubSpot SLA configuration. The SLA is associated with the relevant ticket pipeline. If the customer is on Service Hub Starter, SLA policies do not migrate; we document each ITSM 365 SLA with its targets for rebuild as time-based HubSpot Workflows post-migration.

ITSM 365 knowledge articles (solutions, procedures, FAQ content) migrate to HubSpot Knowledge Base articles using HubSpot's pre-built Knowledge Base importer (available at Professional and above). Article title, body content, category, language, author, and publication status migrate. The ITSM 365 article-to-incident linkage is preserved as a custom article property linking to the related ticket type. Inline images embedded in ITSM 365 articles cannot be imported inline; we extract and re-link them as HubSpot-hosted files. Article access restrictions (gated articles per user role) have no HubSpot native equivalent and require rebuild using HubSpot Teams or contact list-based access controls.

ITSM 365 approval chains for Service Requests and Changes are multi-step sequential or parallel approval workflows. HubSpot does not have a native multi-step approval object; we document each approval chain (approver list, step sequence, escalation rule, time deadline) as a written approval_chain inventory item with recommended HubSpot Workflow rebuild instructions (Workflow with approver enrollment, delay, and task actions). The migration cannot carry functional approval logic as working automation; the customer admin or a HubSpot partner rebuilds these post-migration.

ITSM 365 file attachments on Incidents, Service Requests, Problems, and Changes migrate as HubSpot-hosted Files attached to the corresponding ticket or custom object record via ContentDocumentLink. We extract the file name, content type, size, and upload date and attach them to the migrated record using the HubSpot Files API. ITSM 365 inline images in ticket descriptions cannot be preserved as inline content; we convert them to HubSpot-hosted file references with a note on the ticket body.

ITSM 365 Groups (fulfillment teams, support queues, department assignments) map to HubSpot Teams. The group name, group lead, and member list migrate to the Team configuration. ITSM 365 group-based routing rules are documented as ticket routing policy notes for the customer admin to rebuild using HubSpot ticket routing and team-based assignment rules. HubSpot Teams do not support the hierarchical nested-group model that ITSM 365 uses; we flatten to a single-level team hierarchy.