Migrate your Ivanti Neurons for ITSM data

Incidents are core first-class records in Ivanti Neurons for ITSM. We migrate Incidents with their full lifecycle states, priority and impact fields, assignment to Owners and Teams, associated Attachments, and linked conversation records. SLA timer resets are preserved as metadata rather than active timers.

Service Requests follow the same business object architecture as Incidents. We migrate request records with approval workflows, associated Cost Center and Financial Owner fields, and linked fulfillment Tasks. Approval history is captured as a relationship record.

Change Records carry a structured risk assessment, CAB review process, and implementation schedule. We migrate Change Records with their associated Risk Assessment scores, related Incidents, and approval chain history. Scheduled execution dates require timezone normalization during migration.

Problems link to their root-cause Incidents and carry Known Error status. We preserve the Problem-Incident linkage graph so the target system can reconstruct the known-error knowledge trail. Problem resolution notes are migrated as text fields.

Knowledge Articles have rich-text bodies, publication status, and usage statistics. We export full article HTML content and map to the target's article schema. Article-to-Incident linkage requires relationship mapping during import scoping.

Assets track hardware and software inventory with relationship to Configuration Items. We migrate Asset records with their associated Owner, Location, Cost, and procurement metadata. Discovered assets from Ivanti Neurons Discovery are treated as separate read-only records.

Configuration Items (CIs) form the CMDB backbone and carry relationship maps to other CIs, Assets, and Incidents. We export the full CI relationship graph. Schema variation between ITSM instances requires field-level mapping at import time.

Users are business objects with login credentials, organizational assignments, and preferred language settings. We migrate Employee records and User profiles separately. LDAP and SSO configuration settings are not migrated and must be reconfigured in the target.

Teams define service desk organizational units with associated queue routing rules. We migrate Team records with their member assignments and queue configurations. Queue-to-Incident routing rules are exported as workflow metadata.

Ivanti Neurons for ITSM supports customer-defined business objects. We export custom object schemas via the Metadata API and migrate records with field-level type mapping. Complex custom object relationships require manual relationship re-establishment in the target.

Tasks are subordinate records to Incidents, Service Requests, and Changes. Naming conventions vary by version and configuration. We map Tasks to the destination equivalent and preserve parent-child linkage. Standalone Tasks require additional scoping to identify their parent object type.

File attachments are associated with business objects via the Attachment API. We export file binaries and metadata. Large attachment batches require chunking, and files over 500 MB via FTP require special handling during import.

Self-service portal layouts, menu structures, and Virtual Agent dialog flows are configuration-level records that are not accessible via the standard REST API. These are not migrated automatically and must be manually rebuilt or exported via the development project package feature separately.