Migrate your ManageEngine ServiceDesk Plus data

Requests is the central ticket object in ServiceDesk Plus. We extract all standard request fields (ID, subject, description, status, priority, category, subcategory, technician, requester) via the REST API GET /api/v3/requests endpoint. We paginate through results in batches of 100 and handle the per-operation rate limits documented for request reads (60 req/min). Custom request fields require a separate API call to the /api/v3/requests/{id} endpoint per record.

Requesters represent end users who submit tickets. We export all requester records including name, email, phone, department, and site via the REST API. Requester-to-request associations are preserved as a foreign key mapping in the destination. Active Directory import profiles, if configured, are noted during scoping but not directly migrated as they reference external identity sources.

Assets include hardware, software, and IT components tracked in the asset management module. We export asset records with fields like name, type, serial number, purchase date, and vendor. Asset-to-request linkages are preserved as associations. Assets cannot be migrated between cloud and on-premises instances without a re-scan; we handle this by mapping asset relationships to the destination's asset or CI record. Professional or Enterprise tier required for asset management.

Contracts are available on Professional and Enterprise editions. We extract contract records including vendor, start/end dates, terms, and cost. Contract associations to assets are preserved as foreign keys. If the destination does not have a contracts module, we map contract records to a custom object and retain the asset linkage.

Solutions are the knowledge base articles in ServiceDesk Plus. We extract article content, category assignments, and approval status. Inline images and formatting are preserved where possible. The solution-to-request associations (linked KB articles) are mapped to the destination's knowledge base link feature.

Problem records are ITIL Problem management entities that link multiple incidents. We export problem records and their incident associations. Not all editions include Problem Management; it is an add-on for Standard and Professional. We flag Problem records as conditional migration based on tier entitlement.

Change records capture change requests with approval workflows, risk assessments, and implementation plans. We extract change records, their request associations, and status history. Approval Board configurations are not portable and must be reconstructed in the destination.

Releases track deployment packages and rollout plans. Available on Enterprise or as an add-on. We export release records, associated change requests, and deployment checklists. Custom release templates and stage workflows require manual rebuild in the destination.

Service Catalog items define orderable services with request templates, approval workflows, and step-based fulfillment processes. We export catalog item definitions and request form structures. Approval and fulfillment logic must be manually replicated in the target platform.

Projects in ServiceDesk Plus track IT initiatives linked to requests and changes. Export includes project metadata, task lists, and resource assignments. Project-to-request associations are preserved as linked records in the destination. Requires Enterprise tier.

Custom fields added to request forms are stored in a separate table from standard request fields. The default REST API GET requests list does not include custom field values; we must call the individual request detail endpoint or a dedicated custom field endpoint per record to retrieve them. We flag any custom field that references picklist values, user lookups, or related entities and handle those mappings explicitly.

Attachments associated with requests are stored as file references in the database. We extract the attachment metadata (filename, size, type, URL) and attempt to download the file content where the API permits. Attachment-to-request associations are preserved in the mapping. Note that SDP-to-SDP MSP migrations explicitly cannot export attachments per official documentation; we apply custom extraction logic in cross-platform scenarios.

SLA definitions (escalation rules, response time, resolution time, holiday lists) are not stored as portable record data. We document which SLA policies are in scope during migration scoping, but SLA configurations must be manually recreated in the destination ITSM platform using the same policy definitions.

Business Rules (automated actions, conditions, and triggers) are internal workflow definitions that do not expose a public export mechanism. These must be inventoried during the scoping phase and manually reimplemented in the target platform. We provide a Business Rules inventory checklist as part of the migration workback document.