Migrate from Motadata ServiceOps to HubSpot Service Hub

Motadata ServiceOps Requests are the primary ticket object with full lifecycle stages (Open, Pending, Resolved, Closed), Priority, Impact, Category, and custom fields. We map Request status to HubSpot Ticket status, Priority to a HubSpot ticket priority property, and Category to a custom picklist property. Impact does not have a native HubSpot equivalent so it migrates as a custom number or picklist field. The Request's Requester maps to a HubSpot Contact by email lookup; the Assigned Technician maps to a HubSpot User by email match. All custom fields on Requests are recreated in HubSpot with matching data types before import.

Motadata Assets include CI type, serial number, location, assigned user, and warranty metadata from auto-discovery and manual entry. We map Assets to HubSpot Company records where the CI represents a customer organization, and to a custom Asset CI object where the CI represents infrastructure (servers, network devices, software instances) that should not be conflated with business accounts. The custom Asset CI object uses lookup relationships to the Company record for assigned organization. Warranty expiry dates and contract references migrate as custom date and text fields.

Motadata Contracts store vendor associations, expiry dates, warranty sync settings, and custom fields tied to supplier records. We export Contract records and re-import them into a HubSpot custom object named Contract with fields for Vendor Name, Contract Start Date, Contract End Date, Warranty Expiry, and any contract-specific custom fields. The Contract object links to the associated Asset CI records via a lookup relationship. If the customer uses HubSpot Professional or Enterprise with SLA management, contract expiry dates can inform SLA tier assignments on linked Tickets.

Motadata SLAs are defined independently and attached to Requests by priority or category with business hours calendars and escalation rules. HubSpot SLA management (Professional and above) sets response and resolution targets per ticket pipeline. We export SLA definitions including time targets and business hours calendars, then document them as HubSpot SLA policies with matching first response and next response deadlines. Business hours calendars require manual configuration in HubSpot because HubSpot's SLA engine uses its own business hour settings. SLA-to-request assignments migrate as HubSpot SLA policy associations on the ticket pipeline.

Motadata Users are requesters who submit Service Desk requests. We extract User records with name, email, phone, department, and custom fields, and import them as HubSpot Contacts. Email address serves as the dedupe key. We flag any duplicate email addresses during import and reconcile them against the Contact record with the most complete profile. Requester SLA tier or support level stored on the Motadata User migrates as a custom contact property in HubSpot.

Motadata Technicians are support staff with group memberships, approval authority, and LDAP sync metadata. We extract Technician records and match them by email to existing HubSpot Users. Any Technicians without a matching HubSpot User go to a reconciliation queue for the customer's admin to provision the User in HubSpot before record import resumes. Technicians with group assignments map those groups to HubSpot Service Teams (available at Professional tier and above) using the group name as the Team name.

Motadata Suppliers and Vendors store vendor contact information, custom fields, and warranty sync settings. We export all supplier records and re-import them into HubSpot as Company records with a custom vendor_type__c property set to Supplier or Vendor. The Company record retains supplier contact name, email, and phone. If the same record serves both as a customer account and a supplier, we create a single Company record with both roles recorded as properties.

Motadata KB Articles include titles, content body, category assignments, and view counts exposed via the self-service portal. We export article titles, content text, and category assignments. Rich-text formatting in Motadata (HTML tables, embedded images, custom styling) does not transfer directly because HubSpot Knowledge Base articles use a different HTML rendering model. We convert article content to plain text with formatting preserved where possible, flag any articles with unsupported embedded objects for manual review, and deliver a list of articles requiring reformatting in the HubSpot Knowledge Base editor.

Motadata Notification templates drive automated alerts for request updates, SLA breaches, and approvals. We export template content and rule conditions (trigger event, recipient type, delay settings). Since HubSpot's Workflow engine is a different automation model and notification rendering varies by destination, we do not migrate notification templates as executable HubSpot Workflows. Instead, we deliver a written inventory of each Motadata notification template with its trigger, conditions, template body, and a recommended HubSpot Workflow equivalent for the customer's admin to rebuild.

Motadata Workflows define conditional automation sequences for Requests, Changes, Approvals, and Assets, including conditions, actions, and assignee rules. We export workflow definitions including step conditions, action types, and assignment logic. HubSpot Workflows (Professional tier and above) use a different trigger-and-action model. We do not migrate workflows as code. We deliver a written inventory of every active Motadata workflow with its trigger, step logic, and recommended HubSpot Workflow equivalent for rebuild by the customer's admin.

Motadata Projects include milestones, tasks, and assignments with a lightweight schema. We export project records and associated task data. The Motadata project schema is not ITIL-aligned and represents a project management overlay rather than a core service record. We map Projects to a HubSpot custom object named Project with fields for Project Name, Status, Start Date, End Date, Owner (linked to User), and Description. Task dependencies and detailed milestone assignments migrate as related Project Task records if the customer requests the depth; otherwise they are flagged for manual reconstruction.

Motadata dashboard widgets display KPI metrics, SLA charts, and agent workload summaries. Dashboard data is only exportable to PDF format, not structured data. We flag dashboard reports as reference-only and work with the customer to identify the five to ten most critical metrics (average resolution time, first response SLA adherence, ticket volume by category, technician workload distribution). We document these metrics and their Motadata source locations so the customer's admin can recreate them using HubSpot's native reporting suite post-migration.