Migrate from Ivanti Neurons for ITSM to Gorgias

Ivanti Incidents map to Gorgias Tickets. The Incident ID becomes the ticket display ID (stored as a custom field src_incident_id__c to avoid conflict with Gorgias's own ticket numbering). Incident Title maps to Ticket Subject; Description maps to the initial message body. Priority, status, and category from Ivanti map to Gorgias Ticket priority, status, and tags or a custom field. Owner and Team assignment maps to Agent assignment in Gorgias. Conversation thread entries from Ivanti append as messages in the Gorgias ticket. Ivanti SLA timer state cannot be replicated in Gorgias because Gorgias does not have a native SLA engine; we document the original SLA status and due-date as a custom field for the admin to manage manually or via Gorgias rule triggers.

Ivanti Service Requests map to Gorgias Tickets using the same mapping logic as Incidents. Request category and approval status from Ivanti become custom fields on the Gorgias ticket. If the Service Request was linked to a Cost Center or Financial Owner, those map to custom text fields. Approval chain state (approved, pending, rejected) migrates as a field value but the approval action itself is not replicated — Gorgias does not have an approval workflow engine, and the customer admin rebuilds any required approval process using Gorgias macros or external tools.

Ivanti Change Records have no Gorgias equivalent. Change Records carry structured risk assessment, CAB review process, and implementation schedule — concepts that exist in ITSM but not in customer support helpdesk software. We do not map Change Records to Tickets because they represent IT internal process records rather than customer-facing support interactions. We flag Change Records as excluded during scoping and provide a written inventory of all active Change Records with their status, risk level, and associated CI linkages for the customer to migrate to a separate IT governance tool if needed.

Ivanti Problems — records used to track root-cause analysis and known-error documentation — have no Gorgias equivalent. Problems in Ivanti link to Incidents via a Problem-Incident relationship graph. We preserve the problem-incident linkage in a written linkage inventory (a CSV of Problem ID to Incident ID relationships) that the customer can reference if they adopt a root-cause tracking tool post-migration. Known-error status from Ivanti maps to a custom field on the linked ticket if the customer wants to carry the flag forward.

Ivanti Knowledge Articles can migrate to Gorgias Help Center articles, but the content context differs significantly. Ivanti ITSM articles are written for internal IT staff and often reference CI relationships, process documentation, and internal URLs. We export the full article HTML body and strip or flag references to internal-only systems. Publication status from Ivanti (Draft, Published, Archived) maps to Help Center article visibility settings. Article usage statistics (view count, feedback) do not have a Gorgias equivalent and are documented in a separate CSV for the customer's admin to evaluate for manual entry.

Ivanti Asset records (hardware, software inventory, procurement metadata) map partially to Gorgias Customers. We carry forward device-type and location data as custom fields on the Gorgias Customer record when the Asset Owner email matches a Customer email. Assets without a customer linkage (shared infrastructure, network devices) do not map cleanly into Gorgias because Gorgias does not have a CMDB or asset record type. We flag unmapped Assets as excluded and deliver an Asset inventory CSV for the customer to evaluate for migration to a dedicated ITAM tool (Tanium, Lansweeper, or similar) or a CMDB if needed.

Ivanti Configuration Items form the CMDB backbone with relationship maps to other CIs, Assets, and Incidents. Gorgias has no CMDB, no CI record type, and no relationship graph between records. We export the full CI relationship graph as a separate CSV (CI ID, CI Type, Related CI ID, Relationship Type) for the customer to evaluate against any future ITSM adoption or to load into a dedicated CMDB tool. The CI relationship graph does not migrate as live data in Gorgias.

Ivanti Employee records (business objects with organizational assignments and preferred language) map to Gorgias Customer records when the Employee represents an external end-user submitting support requests. Ivanti Users who are internal IT staff (agents, technicians, approvers) do not map to Gorgias Customers — they map to Gorgias Agents, which we provision during destination setup. Email address is the dedupe and match key for both directions.

Ivanti Teams with queue routing rules map to Gorgias Teams for inbox assignment. We extract the team name, member list, and queue routing conditions from Ivanti and document them for the Gorgias admin to reconfigure as Gorgias Team rules and inbox routing. Ivanti SLA targets assigned to Teams do not replicate because Gorgias does not have a native SLA engine.

Ivanti custom business objects are exported via the Metadata API with their full schema. Field-level types (string, integer, date, picklist, lookup) are mapped to Gorgias custom field types. Custom object records with lookup relationships to Incidents or Service Requests are denormalized: the lookup ID is stored as a text custom field on the target Gorgias Ticket. Complex multi-level custom object hierarchies that cannot be denormalized cleanly are flagged during scoping and migrated as a separate JSON artifact for manual import or future tool evaluation.

Ivanti file attachments associated with Incidents and Service Requests migrate as files attached to the corresponding Gorgias Ticket. We export file binaries and metadata via the Ivanti Attachment API, map them to the target ticket by Incident or Service Request ID, and upload to Gorgias. Ivanti file size limits (250 MB manual upload, 500 MB SFTP) apply on the source side; Gorgias accepts file attachments on tickets within its standard size limits. Oversized files are flagged for separate SFTP handling.

Ivanti self-service portal page layouts, menu structures, and Virtual Agent conversational flows are application-level configuration records not exposed through the Ivanti REST API. Gorgias Help Center is a separate product with its own CMS for customer-facing pages and an AI Agent with a different dialog management model. We do not migrate portal configurations. We deliver a written inventory of every active Ivanti self-service portal page and Virtual Agent flow for the customer's admin to evaluate against Gorgias Help Center pages and AI Agent configurations as a rebuild task.