Migrate from ManageEngine ServiceDesk Plus MSP to HubSpot Service Hub

ManageEngine ServiceDesk Plus MSP Requests map directly to HubSpot Service Hub Tickets. We extract full request payloads via the REST API v3 including status, priority, category, subcategory, requester reference, account reference, and timestamp fields. Request conversations and attachment metadata are pulled in a separate paginated API pass before the rate-limit window resets, then assembled as ticket conversation entries and attachment records at HubSpot. Request ID from ServiceDesk Plus is preserved in a custom ticket property for cross-reference during reconciliation.

ManageEngine Requesters map to HubSpot Contacts. We resolve the Requester-to-Account relationship to determine which HubSpot Company should be the Contact's primary company association. Requester email, name, phone, and site map directly; any Requester additional fields migrate as custom Contact properties. The customer's HubSpot admin must configure contact property types before migration begins.

ManageEngine Accounts (top-level MSP customer organizations) map to HubSpot Companies. Account name, domain, address, and contact information migrate directly. We flag that ManageEngine Customer Domains associated with Accounts do not transfer to HubSpot because HubSpot does not have a Customer Domain equivalent; domain-based auto-ticket creation must be reconfigured in HubSpot using inbox routing rules or a custom integration. Multi-site accounts (Account sites in ServiceDesk Plus) map to HubSpot Company locations if the customer's HubSpot plan supports them.

ManageEngine IT and Non-IT Assets (workstations, network gear, software licenses, components) export via CSV from ServiceDesk Plus. In HubSpot Service Hub Starter, Assets are not a native object and require a custom object with typed fields for hostname, serial number, asset type, and status. In Professional and Enterprise, HubSpot's native Asset Management feature is available. We create the destination schema before import, re-link Assets to the corresponding migrated Tickets using a Request-Asset association lookup table exported from ServiceDesk Plus, and note that ServiceDesk Plus asset discovery scans do not carry over and require a fresh scan post-migration.

ManageEngine Contracts (billing instruments tied to Accounts) export as structured records preserving contract type, terms, start and end dates, billing cycle, and associated Account. In HubSpot Service Hub, Contracts do not have a native equivalent. We store Contract records as custom properties on the associated Company object, or as records in a dedicated Contracts custom object if the customer's plan supports it, with the linked Company as a lookup. Contract billing automation rules are documented for manual reconfiguration in HubSpot's workflow or Revenue Cat integration if applicable.

ManageEngine Solutions (KB entries for known errors and resolutions) export via the KB export tool referenced in the PitStop community. We map Solutions to HubSpot Knowledge Base articles with title, article body (HTML), category, and publish status. Article attachments migrate as files stored in HubSpot's file manager and linked to the article. Article-to-category mapping preserves the ServiceDesk Plus folder structure. Public versus internal visibility requires a scoping decision because ServiceDesk Plus does not expose this flag in the standard export.

ManageEngine Change Management records (CAB approvals, change types, schedules, change calendar entries) migrate as HubSpot Issues if the destination has Service Hub Enterprise with Issue Management enabled. If the destination is on Professional or Starter, Changes migrate to a custom object with fields for change type (Standard, Minor, Major, Significant), approval status, scheduled date, CAB notes, and linked Company. Change-specific workflows and Approved Change Report configurations are not portable and must be rebuilt in HubSpot's workflow builder. We deliver a Change record inventory with field mapping as a structured CSV for the customer's admin to configure.

ManageEngine Problem records (linked to multiple Incidents) migrate as HubSpot Issues or a dedicated custom object mirroring the Problem Management module. We preserve the Problem title, description, impact, priority, root cause, resolution, and the list of linked Request IDs as a custom multi-line text field. Problem Analysis, Workaround, and closure rule configurations are not portable; these require manual rebuild as HubSpot workflow rules. We document the linked Request associations so the customer can manually re-establish relationships in HubSpot.

ManageEngine IT Project Management records and Milestone Tasks (Enterprise tier) migrate as a Projects custom object in HubSpot Service Hub Professional or Enterprise. Project metadata (name, description, status, start date, end date, assigned technician, estimated effort) and milestone task lists export via the standard request export path. We validate estimated_effort fields against published maximums (9999 days, 999 hours) before import to avoid constraint violations that would pause module data migration. Project-level workflows and Gantt chart views do not migrate.

ManageEngine technician groups and requester groups map to HubSpot Teams. We extract group memberships and resolve them as HubSpot Team membership records, with the HubSpot user serving as the technician mapping target. Groups without a matching HubSpot user are reconciled in a provisioning report for the customer's admin to resolve before migration.

ManageEngine SLA definitions, schedules, and escalation policies are not exported by any standard or API mechanism. We do not migrate SLA configurations as data. Instead, we audit the active SLA definitions from the source system with the customer's IT admin, document them in a requirements worksheet, and the customer's admin defines equivalent SLA policies in HubSpot Service Hub Professional or Enterprise using the SLA Policy feature. This is a manual rebuild scope outside migration data delivery.

ManageEngine Business Rules, approval chains, notification rules, and automated escalation workflows are stored in the admin configuration layer with no export path. We do not migrate them. We deliver a written inventory of every active Business Rule with its trigger, conditions, actions, and a recommended HubSpot Workflow equivalent. The customer's admin rebuilds approval chains as HubSpot workflow approval actions, notification rules as HubSpot internal notification workflows, and automated escalations as time-based workflow triggers. This is documented separately from data migration scope.

ManageEngine Additional Fields on Requests (custom properties added in Professional and Enterprise) migrate as custom ticket properties in HubSpot Service Hub. We validate Additional Field values against published maximum constraints before migration — specifically estimated_effort fields and additional_cost fields where the platform tightened limits after record creation. We pre-scan for violations and provide a cleanup report to the customer before the migration run so constraint violations are resolved proactively and do not pause the import process.

ManageEngine Request attachments (files attached to ticket records) are not included in standard XLS exports and cannot be retrieved via bulk export. We extract attachment metadata (filename, file size, attached date, linked Request ID) via the REST API and download the actual file content through paginated API calls. Files are uploaded to HubSpot's file manager and linked to the corresponding migrated Ticket. Very large attachments or binary formats that exceed HubSpot's file size limits are flagged in a separate report for the customer's admin to handle manually.