Migrate from Ivanti Neurons for ITSM to Freshdesk

Ivanti Incidents map directly to Freshdesk Tickets. We preserve the incident number as a custom field fd_source_id__c for audit. Priority, impact, and status fields map to Freshdesk Ticket priority (low/normal/high/urgent) and status (open/pending/resolved/closed). Assignment to Owner maps via email-match to Freshdesk agent records. Full conversation thread (including internal notes and public replies) migrates as Freshdesk conversation records ordered by timestamp. Ivanti's 100,000 daily API call limit may require chunking large incident histories across multiple extraction windows.

Ivanti Service Requests map to Freshdesk Tickets using a separate Ticket Type or a custom field to distinguish them from Incidents. Approval workflow status and Financial Owner fields map to custom Freshdesk fields. Request Offering details (from Ivanti's service catalog) are captured in the Ticket description or a custom rich-text field. Approval chain history does not carry over as a native Freshdesk object and is documented as a manual reconstruction item.

Ivanti Change Records do not have a native Freshdesk equivalent; Freshdesk has no built-in Change Management object. We map Change Records to Freshdesk Tickets with a ticket_type of 'Change Request' and custom fields capturing Risk Assessment score, CAB approval status, implementation schedule, and related Incidents. The risk matrix and CAB review workflow must be rebuilt using Freshdesk automation rules and custom fields by the customer's admin post-migration.

Ivanti Problems link to their root-cause Incidents through a Problem-Incident relationship graph. Freshdesk has no native Problem Management object. We map Problems to Freshdesk Tickets with a custom field flagging them as Problem records, and we preserve the linked Incident IDs in a custom field so the relationship graph can be reconstructed manually in Freshdesk or in a linked knowledge base article.

Ivanti Knowledge Articles export as HTML bodies and map to Freshdesk Solutions. Publication status, article category, and usage statistics migrate as Freshdesk article metadata. Article-to-Incident linkage (the Known Error record concept) requires a custom Freshdesk field on Tickets referencing the original article ID for manual reconstruction. Large article HTML bodies are chunked during export to avoid Ivanti API payload limits and reformatted for Freshdesk's article schema.

Ivanti Asset records map to Freshdesk Assets with Owner, Location, Cost, and procurement metadata preserved as Freshdesk asset fields. The Ivanti Neurons device discovery relationship (linking discovered devices to CI records) does not transfer as a native Freshdesk relationship. We capture the original CI linkage in a custom field on the Freshdesk Asset record for reference. Freshdesk's asset management is less mature than Ivanti's CMDB; asset type categorization requires a mapping table review during scoping.

Ivanti CMDB Configuration Items map to Freshdesk Assets with CI-specific metadata (CI type, CI subtype, serial number, IP address, CI relationship map) captured in custom Freshdesk fields. The full CI relationship graph (CI-to-CI, CI-to-Asset, CI-to-Incident linkage) cannot migrate natively; we export the graph as a JSON adjacency list and provide a written CI relationship reconstruction plan for the customer to re-enter in Freshdesk's asset linking model or a connected CMDB tool.

Ivanti Employee and User business objects map to Freshdesk Contacts. User login credentials and SSO configuration do not migrate (Freshdesk manages its own authentication). Preferred language and organizational assignment fields map to Freshdesk Contact custom fields. We resolve Ivanti User records by email address against Freshdesk agent accounts for agent-assigned tickets.

Ivanti Teams with queue routing rules map to Freshdesk Groups. Member assignments and queue configurations are preserved where Freshdesk's group model supports equivalent routing. Ivanti team-specific routing conditions (conditional assignment based on ticket category, SLA tier, or location) cannot transfer as Freshdesk group rules and are documented as an automation rule rebuild item.

Ivanti customer-defined business objects migrate to Freshdesk Custom Objects (available on Estate, Forest, and Omni plans). We export the custom object schema via Ivanti's Metadata API, pre-create the equivalent Freshdesk Custom Object with matching field types and validation rules, and migrate records with lookup relationships resolved against parent records already imported. Schema validation occurs in a Freshdesk trial environment before production migration. Freshdesk Custom Objects require plan eligibility; we flag this during scoping if the destination plan is Growth or Pro.

Ivanti Tasks subordinate to Incidents and Service Requests map to Freshdesk Tasks. Naming conventions vary by Ivanti configuration; we apply a mapping table derived during scoping. Parent-child linkages are preserved through Freshdesk's task hierarchy. Task status and priority migrate directly.

File attachments associated with Ivanti business objects export via Ivanti's Attachment API. Freshdesk accepts attachments up to 20 MB per file via API. Ivanti allows up to 500 MB via FTP/SFTP. Files between 20 MB and 500 MB in Ivanti are identified during pre-migration audit, uploaded to Freshdesk via SFTP direct to the Freshdesk file storage endpoint, and relinked to the migrated ticket record. This adds a separate file migration pass to the migration run.