Migrate from OpenText Service Request Center (SRC) to Freshdesk

SRC Service Requests map to Freshdesk Tickets. We capture the SRC request type, priority, status, category, and description fields and map them to Freshdesk ticket attributes. The SRC request ID is preserved as an external_id field for cross-reference during reconciliation. Service Request assignment to support groups maps to Freshdesk Groups, which we provision in Freshdesk before the ticket import phase begins.

SRC Incidents map to Freshdesk Tickets with a separate type attribute distinguishing them from Service Requests. SRC impact and urgency fields combine into Freshdesk priority (low, medium, high, urgent). We resolve incident owner to Freshdesk agent via email matching, and incident assignment groups to Freshdesk Groups. If the destination team wants Incidents and Service Requests consolidated into a single ticket type, we apply a post-import type-normalization step during migration.

SRC Users (internal support staff) map to Freshdesk Agents. We export display name, email, department, and group memberships and recreate them in Freshdesk. Role and permission levels map from SRC role definitions to Freshdesk agent groups with appropriate permissions. Passwords cannot migrate from SRC and are flagged for the customer to reset post-migration. Users without matching Freshdesk accounts go to a reconciliation queue for admin provisioning.

SRC external requesters (Customers) map to Freshdesk Contacts. Customer contact information including name, email, phone, and organization maps directly. If SRC stores organizational hierarchy for external customers, we preserve it as a custom field on the Freshdesk Contact rather than as a Companies object unless Freshdesk's company feature is enabled on the destination plan.

SRC KB Articles map to Freshdesk Knowledge Base articles with category and folder structure preserved where possible. SRC articles frequently contain HTML with embedded images, tables, and links that degrade when moved to plain-text destinations. We apply a sanitization step that converts HTML to Freshdesk's supported format, preserving headings, lists, and text formatting while flagging articles with complex tables or broken image references for manual review before final import.

SRC SLA configurations define response and resolution targets tied to priority levels and service categories. We audit the SRC SLA calendar assignments per service category during discovery and map each to a Freshdesk SLA Policy with matching business hours. SRC calendar definitions with non-standard working hours (shift-based, 24/7, or holiday calendars) require explicit mapping because Freshdesk's SLA Policies use a single business-hours definition per policy. Any mismatches are documented in the SLA reconciliation report for the customer's admin to review and resolve.

SRC attachments stored inline with ticket records migrate as Freshdesk ticket attachments via the Freshdesk API. Attachments stored in external OpenText Content Suite repositories require file retrieval before migration because the Freshdesk API accepts file uploads, not external URLs. We scan for Content Suite attachment references during discovery, retrieve the files where accessible, and attach them inline to the migrated ticket. Attachments with inaccessible external references are documented in a broken-link report for manual resolution post-migration.

SRC support groups and team assignments map to Freshdesk Groups. We export group membership, reporting hierarchies, and email routing aliases and recreate them in Freshdesk before ticket import so that Owner and Group assignments are satisfied at the moment of ticket insert. Group-to-agent assignments resolve via the agent email matching done in the Users mapping phase.

SRC custom fields on Service Requests and Incidents are audited during discovery and mapped to Freshdesk custom ticket fields where field types are compatible (text, number, date, dropdown, checkbox, paragraph). Custom field data types, picklist values, and validation rules are captured and documented. Freshdesk supports custom fields from the Growth plan onward. Any SRC custom field types that have no Freshdesk equivalent (such as complex multi-value or cross-record references) are documented for manual recreation post-migration.