Migrate from Ivanti Neurons for ITSM to Zoho Desk

Ivanti Incidents map directly to Zoho Desk Tickets. The full conversation thread, including analyst notes, customer replies, and internal comments, migrates as threaded Activities under each Ticket. Priority, impact, and status fields map to Zoho Desk Priority and Status picklist values that we configure before import. The original Ivanti Incident number is preserved in a custom field ivanti_incident_id__c for reconciliation. SLA timer fields and escalation state are not transferable through API; we document the original SLA tier and breached state in a custom field for the admin to re-enter in Zoho Desk SLA policies.

Ivanti Service Requests map to Zoho Desk Tickets with subordinate Tasks representing fulfillment steps. The associated Cost Center and Financial Owner fields migrate to custom fields on the Ticket. Approval workflow state and approval chain records are documented in a written approval matrix for the customer's admin to re-implement using Zoho Desk Blueprint. Queue routing rules map to Zoho Desk Department assignment.

Ivanti Change Records carry structured risk assessment, CAB review process, implementation schedule, and related Incident linkage that has no native equivalent in Zoho Desk. We document the full Change Record schema, risk scores, CAB attendee lists, and related Incident numbers in a written gap analysis. Change Records are migrated as Zoho Desk Tickets using a custom Record Type and fields, but the CAB approval workflow state machine must be re-created manually post-migration. This is one of the most significant ITSM-specific gaps in this migration pair.

Ivanti Problems with Known Error status and linked root-cause Incidents map to Zoho Desk Tickets with a custom Problem-Known Error designation. The Problem-Incident linkage graph is preserved by cross-referencing the original Ivanti Incident numbers stored in ivanti_incident_id__c on related Tickets. Known Error article associations migrate with the Knowledge Article linkage re-established through Zoho Desk's article-to-ticket linking feature.

Knowledge Articles export as full HTML content with publication status and usage statistics. Articles are imported into Zoho Desk Help Center with category and section assignments. Zoho Desk does not preserve the original article creation timestamp; all migrated articles show the import date. Article-to-Incident linkage is re-established via Zoho Desk's article linking feature post-import. Large article bodies are chunked into segments during export to avoid API payload size limits.

Ivanti Asset records map to Zoho Desk Products with additional metadata in custom fields for Owner, Location, Cost, and procurement information. The Configuration Item relationship graph (CI-to-CI and CI-to-Asset) is preserved as cross-references in custom fields, but Zoho Desk does not have a native CMDB module. ITAM-specific discovery metadata, compliance scan results, and software license reconciliation fields are scoped separately as ITAM-specific migration work outside standard scope.

Configuration Items (CIs) export with their relationship maps to other CIs, Assets, and Incidents. In Zoho Desk, CI data is stored as custom fields on the Product record since no native CMDB exists. The CI relationship graph is preserved as cross-referenced ivanti_ci_id__c values. Schema variation between Ivanti ITSM instances (custom CI subclasses) requires field-level schema extraction via Ivanti Metadata API before destination custom field creation.

Ivanti User records with active service desk roles map to Zoho Desk Agents. Login credentials, preferred language settings, and organizational assignments migrate as agent profile fields. LDAP and SSO configuration does not transfer and requires manual reconfiguration in Zoho Desk using Zoho's directory integration or SAML setup. The Ivanti user_id is preserved in agentExtId for reconciliation.

Ivanti Employee records (business objects separate from User login records) map to Zoho Desk Contacts. The organizational assignment, manager hierarchy, and preferred language migrate as Contact fields. LDAP employee synchronization configuration does not transfer. The Ivanti employee record id is preserved in contactExtId for reconciliation.

Ivanti Teams with queue routing rules and member assignments split into Zoho Desk Departments (organizational hierarchy and queue assignment) and Groups (agent team membership). Queue-to-Incident routing rules are documented in a written routing matrix for the customer's admin to re-implement in Zoho Desk department settings. Teams without a routing rule map to Groups.

Ivanti Tasks subordinate to Incidents, Service Requests, and Changes migrate as Zoho Desk Tasks linked to the parent Ticket. Task naming conventions vary by Ivanti version and configuration; we use the Ivanti Task record type as a custom field during import for categorization. SLA timer fields on Tasks do not migrate since Zoho Desk SLA policies are defined at the ticket level, not the sub-task level.

File attachments associated with Ivanti Incidents, Service Requests, Problems, and Knowledge Articles export as binary files with metadata. We export files via Ivanti Attachment API, chunking large batches across multiple API sessions to stay within the 100,000-call daily limit. Files over 250 MB via direct API upload are flagged for SFTP alternative delivery. In Zoho Desk, attachments are re-uploaded and linked to the migrated Ticket or Knowledge Article via the Zoho Desk Attachments API. Attachment linkage to Ivanti parent record id is preserved in a custom field.

Ivanti customer-defined business objects export via the Metadata API with full schema including custom field types, picklist values, and lookup relationships. We pre-create destination custom modules in Zoho Desk (or extend existing objects with custom fields) before data import. Complex inter-object lookup chains are resolved in dependency order during migration, with lookup reference integrity validated before proceeding to the next object. Custom object naming conventions are preserved per Zoho Desk naming standards.

Ivanti self-service portal page layouts, menu structures, and Virtual Agent conversational flows are stored as application-level configuration not accessible via REST API. These do not migrate automatically. We deliver a written portal configuration checklist documenting every menu item, page layout, portal role, and Virtual Agent dialog flow the customer's admin must manually re-create in Zoho Desk's Customer Portal settings. The checklist includes screenshots captured during pre-migration audit as reference.

Ivanti ITSM workflow state machines, automated escalation rules, and SLA timer configurations are tied to the platform's workflow engine and do not have equivalents in Zoho Desk that can receive them via API. We deliver a written workflow inventory documenting every active Ivanti workflow with its trigger conditions, state transitions, escalation actions, and approval chain steps, with a recommended Zoho Desk Blueprint or Rule equivalent for each. The customer's admin rebuilds workflow logic post-migration.