Migrate from Ivanti Neurons for ITSM to HubSpot Service Hub

Ivanti Incidents map to HubSpot Tickets as the primary record. We preserve Incident ID as a custom text property for traceability, map priority (Critical, High, Medium, Low) to HubSpot ticket priority, carry the resolution summary into the ticket description or first conversation, and set the ticket status based on the Ivanti incident state. SLA timer fields (time to first response, time to resolution) migrate as custom number properties so historical SLA performance is preserved.

Ivanti Tasks subordinate to an Incident (task assignments, work notes, and status updates) map to HubSpot Ticket conversation replies. Each Ivanti Task body becomes a conversation entry authored by the task assignee, preserving timestamps and linking to the parent Ticket. Private internal notes in Ivanti migrate as internal ticket notes in HubSpot; public-facing task completions migrate as customer-visible replies.

Ivanti Service Requests map to HubSpot Tickets with the request type preserved in a custom property. Approval workflow status (Pending, Approved, Rejected) migrates as a custom picklist property because HubSpot has no native approval chain feature. Associated Cost Center and Financial Owner fields migrate as custom text or contact-linked properties depending on whether a matching Contact exists in HubSpot.

Ivanti Change Records carry structured risk assessment scores, CAB review status, and implementation schedules. We map Change Records to HubSpot Tickets with a Change Request ticket type, carrying Risk Assessment level as a custom picklist and CAB approval status as a custom property. The structured CAB workflow does not migrate; we deliver a written change management process document for the admin to rebuild in HubSpot's workflow engine or a third-party approval app.

Ivanti Problems link to their root-cause Incidents and carry Known Error status. We map Problems to HubSpot Tickets with a Problem type tag, and create a custom multi-select picklist or association property linking to the related Incident ticket IDs. The Problem-Incident linkage graph is preserved as a structured property rather than a native relationship because HubSpot does not have a Problem object.

Ivanti CIs form the CMDB backbone with relationship maps to other CIs, Assets, and Incidents. We export the full CI relationship graph and map CIs of type 'organization' or 'department' to HubSpot Company records. Technical CIs (servers, software, hardware) map to HubSpot Asset records if the destination includes Service Hub Professional or Enterprise, with CI relationship metadata preserved in custom text fields. CI-to-Incident linkages are carried as custom ticket properties linking to the related ticket IDs.

Ivanti Asset records (hardware, software inventory, discovered devices) with Owner, Location, Cost, and procurement metadata map to HubSpot Asset records. We preserve asset tag, serial number, purchase date, and cost as HubSpot Asset properties. Discovered assets without a linked Contact in HubSpot are created as unassigned Assets and flagged for the admin to link to the correct Contact or Company post-migration.

Ivanti Knowledge Articles with rich-text HTML bodies, publication status, and usage statistics map to HubSpot Knowledge Base articles. We export full article HTML content and map publication status (Draft, Published, Archived) to HubSpot article state. Article-to-Incident linkage is preserved by creating a custom property on the article that lists related ticket IDs. Large article bodies exceeding HubSpot's per-article size limit are chunked into multiple linked articles with a manual sequence guide for the admin.

Ivanti Employee and User records map to HubSpot Contacts. We match by email address as the dedupe key. Preferred language and organizational assignment migrate as custom contact properties. LDAP and SSO configuration on the source side does not affect the migration; the customer configures HubSpot SSO independently post-migration.

Ivanti Teams with queue routing rules map to HubSpot Teams where the Professional tier or above enables team inboxes. Each Ivanti Team becomes a HubSpot Team, and queue routing assignments migrate as ticket assignment rules. Queue-to-Incident routing rules are documented in the automation rebuild checklist rather than migrated as code.

Ivanti custom business object schemas are exported via the Metadata API and mapped to either HubSpot custom objects (Enterprise tier) or collections of custom contact/company/ticket properties. We pre-create destination schemas, including all field types, lookup relationships, and validation constraints, before any data import. Complex multi-level custom object relationships are flattened into HubSpot-compatible structures during the transform phase.

Ivanti file attachments associated with Incidents, Service Requests, and Change Records migrate to HubSpot Ticket file attachments. We identify oversized files during pre-migration audit (Ivanti accepts up to 500 MB via FTP but HubSpot file upload limits apply) and handle files over HubSpot's limit via direct SFTP upload with post-migration linkage. Attachment metadata (filename, upload date, author) is preserved in a custom property on the file record.