Migrate from Matrix42 Service Management to HubSpot Service Hub

Matrix42 ticket subtypes (Incidents, Problems, Changes, Service Requests) map to a single HubSpot Ticket object. We preserve the subtype as a custom picklist property m42_ticket_type__c so that the customer's admin can filter by the original ITIL category. SLA bindings migrate as a reference to HubSpot SLA policies we configure during setup. Priority and Category from Matrix42 map to HubSpot Ticket Priority and a custom Ticket Category property. Responsible role from Matrix42 maps to Ticket Owner via email match against HubSpot Users.

Matrix42 CIs are mapped to a HubSpot Custom Object named Configuration_Item__c to preserve the CI type hierarchy (hardware, software, service, consumer) and relationship graph. CI relationships (parent-child, dependency, connection types) migrate as a self-referencing lookup on the custom object, with a secondary text field describing the relationship type. If the customer has fewer than 20 CI types, we map CI records directly to HubSpot Companies with a custom object for relationship metadata.

Matrix42 Service Catalog entries and their associated approval chains and fulfillment workflows migrate as a HubSpot Custom Object named Service_Catalog_Item__c. Each catalog entry's associated workflow is documented separately (not migrated as code). Catalog structure and category assignments migrate as a picklist property on the custom object. We do not replicate the Self Service Portal navigation hierarchy; we deliver a written description of the catalog structure for the customer's admin to recreate as HubSpot Knowledge Base categories.

Matrix42 KB articles migrate to HubSpot Knowledge Base articles using HubSpot's pre-built Knowledge Base importer (knowledge.hubspot.com/knowledge-base/import-knowledge-base-articles). We export Matrix42 article content as HTML, preserve category assignments as Knowledge Base topic assignments, and retain publication status. Attachments within articles migrate as HubSpot file attachments linked to the article. We flag any inline images in the source articles because inline images cannot be migrated per HubSpot's documented limitation.

Matrix42 SLA matrices with Priority and Category bindings, reaction and resolution time rules, calendar bindings, and escalation rules map to HubSpot SLA Policies configured at the Professional tier. Each Matrix42 SLA becomes a named SLA Policy in HubSpot with conditional time-based targets. Escalation rules map to HubSpot SLA warning thresholds. We note that Matrix42 SLA-to-CI associations require a custom property m42_ci_lookup__c on the destination ticket because HubSpot SLA Policies apply to tickets by ticket pipeline and category rather than by CI relationship.

Matrix42 User records map to HubSpot Users for agents and to HubSpot Contacts for end-user customers. We resolve Matrix42 user emails to HubSpot User email addresses. Role definitions (Agent, Administrator, Viewer, etc.) map to HubSpot native roles and permissions sets. Matrix42 role limitations — specifically the documented System Administrator requirement for device roles and custom fields — are flagged during scoping as a security regression risk if a customer attempts to replicate the same permission structure in HubSpot without adopting HubSpot's native granular role model.

Matrix42 custom service forms defined via Layout Designer migrate as HubSpot Custom Objects with all custom field definitions (schema, field types, required flags) pre-created before data import. Matrix42 stores field definitions separately from form instances; we export both and map them together as HubSpot custom properties on the corresponding Custom Object. We use the Matrix42 data model API to extract the full schema graph before any data export begins.

Ticket and CI attachments stored in the Matrix42 document repository are exported at file level with filename, size, content type, and linked entity metadata preserved. Files download to a staging environment, upload to HubSpot as Files, and associate to the corresponding Ticket or Custom Object record via HubSpot's file-to-record linking. We flag any inline images in attachment content because inline images are not migratable to HubSpot.

Matrix42 Unified Endpoint Management asset records (hardware specifications, software installations, compliance states) migrate to a HubSpot Custom Object named Asset__c. If SCCM integration is the source of record, we recommend a pre-migration audit of SCCM data quality and a dry-run import before committing data, due to known Matrix42 SCCM data provider failures (PRB39181 and related errors documented in Matrix42 release notes) that can cause partial or corrupted asset imports.

Matrix42 engagement records (call logs, email threads, meeting records, tasks, notes) linked to tickets migrate as HubSpot engagement objects. Calls map to HubSpot Calls, emails to HubSpot Emails (via Conversations API), meetings to HubSpot Meetings, tasks to HubSpot Tasks, and notes to HubSpot Notes. Each engagement inherits the linked Ticket as its parent object via HubSpot's association model. Note content preserves HTML formatting where applicable. We note that HubSpot does not support migration of CC'd users on tickets, inline images in note content, or group memberships.

Matrix42 Workflows built in the Service Store 5.x format require migration via the Workflow Migration tool and manual activity-by-activity review for the Worker Engine. We run a compatibility audit on all legacy workflows and document those that can be ported. Workflows that reference unsupported activities are flagged for manual reconstruction. We deliver a written inventory of every active workflow including its trigger, activities, conditions, delays, and SLA bindings with a recommended HubSpot automation equivalent. The customer's admin rebuilds these in HubSpot's workflow builder post-migration.

Matrix42 CI relationships (parent-child, dependency, connection, consumer, supplied-by) are stored as a dependency graph within the XML Configuration Package. We parse this graph, identify the CI types and relationship types, and reconstruct it in HubSpot using lookup fields on the Configuration_Item__c custom object. The original relationship type name preserves in a text field for reporting. This graph cannot be visualized natively in HubSpot Service Hub without a custom asset management integration.