Migrate from Matrix42 Service Management to Salesforce Service Cloud

Matrix42 Ticket subtypes map to Salesforce Case Record Types. We create one Record Type per Matrix42 ticket type (Incident, Problem, Change, Service Request), configure corresponding Case Status values to match Matrix42 ticket states, and preserve Priority (P1-P4) as Case Priority. SLA reaction and resolution time references from Matrix42 are stored in custom fields as reference metadata for post-migration Entitlement Process configuration.

Matrix42 CI records with type hardware or device map to Salesforce Asset. CIs with type software or subscription map to Salesforce Product2. Relationship dependencies between CIs (parent-child CI references, dependency chains) are parsed from the XML Configuration Package and stored as Asset Relationship records or custom junction objects in Salesforce. The full CI dependency graph is reconstructed at the destination before any ticket migration begins so that Cases can reference live Assets.

Matrix42 Service Catalog items with approval chains and fulfillment workflows do not have a direct Salesforce equivalent in standard Service Cloud. We map catalog entries to a custom Service Request Template object with fields mirroring the catalog item's request form, approval routing stored as a custom text description for admin reconstruction in Salesforce Flow, and category assignments mapped to Case Record Type. Approval chain logic is documented separately for rebuild in Salesforce Approval Processes.

Matrix42 KB articles (title, body in HTML, category assignments, publication status) map to Salesforce KnowledgeArticleVersion records with Summary mapped to the article summary, Details mapped to the body, and DataCategoryGroupAssignment mapping Matrix42 categories to Salesforce Data Categories. Attachments on KB articles migrate as ContentDocument records linked via ContentDocumentLink. Article URLs in Matrix42 are stored as a custom field for redirect mapping post-migration.

Matrix42 SLA definitions (reaction time, resolution time, calendar bindings, escalation rules per Priority and Category) map to Salesforce Entitlement and Entitlement Process objects. We create one Entitlement per Matrix42 SLA, populate the SlaProcess field with the Entitlement Process reference, and set milestone types for First Response and Resolution. Calendar bindings migrate as EntitlementProcess.TimeUnit references. The full SLA-to-Category mapping is preserved in a custom field matrix for the customer's admin to finalize in Salesforce Entitlement Process configuration.

Matrix42 User records map to Salesforce User by email match. Role definitions map to Salesforce Profiles and Permission Sets, though Matrix42's coarse role model requires expansion: a single Matrix42 role often covers multiple Salesforce permission set assignments. We export the full Matrix42 role-permission matrix, compute the equivalent Permission Set bundle, and hold unresolved users in a provisioning queue for the customer's admin to create Salesforce User records before record migration proceeds.

Matrix42 custom service forms defined as Configuration Items with custom data model schemas map to Salesforce Custom Objects. The Layout Designer field definitions (field type, required flag, picklist values, conditional visibility) translate to Salesforce custom field definitions with equivalent validation rules. We pre-create the Salesforce custom object schema in a Sandbox before data migration to validate field type compatibility and catch any unsupported field types.

Ticket and CI attachments stored in Matrix42's document repository migrate as Salesforce ContentVersion binary blobs with ContentDocument metadata (filename, size, linked entity type, linked entity ID). Attachment-to-record links are preserved via ContentDocumentLink using the resolved Salesforce record IDs of the parent Tickets and Assets. Files exceeding Salesforce's 25 MB per ContentVersion limit are chunked and linked with a version chain.

Matrix42 Unified Endpoint Management device inventory records map directly to Salesforce Asset. Hardware specifications (CPU, RAM, storage, serial number) migrate to standard Asset fields; software installation records map as Installed Product Asset records or to a custom Asset Detail object depending on schema complexity. Compliance states from Matrix42 UEM migrate as custom fields on Asset. Any SCCM-originated data is audited for known Matrix42 import errors (PRB39181) before migration.

Matrix42 Workflow Blueprints built in the Layout Designer or Legacy Service Store 5.x format are not exported as automation code. We run a Workflow Compatibility Audit against all Matrix42 workflows, categorizing each by trigger type, activity count, and Worker Engine compatibility. We deliver a written inventory of every active workflow with its trigger, conditions, actions, and a recommended Salesforce Flow equivalent. The customer's admin or a Salesforce partner rebuilds each workflow post-migration; this work is outside standard migration scope.