Migrate from Oracle Service Cloud (formerly RightNow) to HubSpot Service Hub

Oracle Incidents map directly to HubSpot Tickets. Each Incident's status, priority, assigned agent, created date, and last-modified date transfer to the corresponding HubSpot Ticket fields. The Incident's thread-based conversation history (Customer Message, Agent Response, Internal Note) flattens into a HubSpot conversation timeline. Status and priority values are mapped via a value-translation table we build during scoping. Subject from Oracle Incident maps to Ticket subject; the full thread becomes the conversation body.

Oracle Contacts map to HubSpot Contacts. We run a pre-migration contact health check to identify records at risk of auto-deletion under Oracle's orphaning rules (contacts not linked to an Organization). Those records are flagged for customer review before migration. We import Organizations first, then Contacts with the OrganizationId resolved as a HubSpot Company association, preventing orphaned-record deletion cascades. Custom contact properties map to HubSpot custom properties of equivalent type (text, number, date, picklist).

Oracle Organizations map to HubSpot Companies. The Organization name becomes the Company name, and the Organization ID is preserved in a custom property for cross-reference. Oracle's hierarchical Organization structure (parent org with child orgs) is flattened in HubSpot; the top-level parent maps to the Company and child orgs are linked as additional properties or associated records. If the customer requires hierarchy, we document it for rebuild using a custom object or HubSpot's association API.

Oracle Answers (KB articles) with versioning, approval workflows, and access rules export as HubSpot Knowledge Base articles. The article body (HTML), title, summary, categories, and access rules transfer to HubSpot's Knowledge Base object. Oracle's Smart Assistant ML ranking does not migrate; we recommend HubSpot's Knowledge Base article sorting options and any AI-assisted ranking available in HubSpot's Operations Hub as the replacement. Article approval workflows in Oracle are documented for rebuild as HubSpot article publication workflows.

Oracle Assets link products and warranties to Contacts and Organizations with serial number, contract status, and entitlement fields. HubSpot does not have a native asset management object. We map Assets to HubSpot Products with a custom object (Asset__c) capturing serial number, warranty end date, contract status, and the linked Contact and Company lookups. If the customer requires warranty entitlement checking, we recommend Operations Hub for custom automation and data sync.

Oracle Tasks tied to Incidents map to HubSpot Tickets with associated Tasks. Standalone Oracle Tasks map to HubSpot Tasks attached to the relevant Contact or Company. Task status, due date, assignee (via email-to-User resolution), and description transfer directly. Tasks linked to multiple Incidents are duplicated as separate HubSpot Tasks under each related Ticket.

Oracle custom-defined schemas (created in Object Designer) map to HubSpot custom objects. Custom Objects are not always exposed in the Oracle REST API unless the sandbox is published, which we verify during discovery. We pre-create the destination schema in HubSpot — all custom properties, lookup relationships, and picklist values — before any data import. Custom object naming follows HubSpot's API conventions. Any Oracle Custom Object with a Lookup relationship to Incident, Contact, or Organization resolves to the corresponding HubSpot Ticket, Contact, or Company record at migration time.

Oracle Opportunities (lighter-weight than Oracle Sales Cloud) map to HubSpot Deals. Revenue fields, stage, owner (via email resolution), and custom properties transfer to the HubSpot Deal. The Oracle Opportunity's linked Contact and Organization map to HubSpot Deal associations via the Contact and Company mappings already established.

Oracle incident threads consist of discrete message records (CustomerMessage, AgentResponse, InternalNote) with author, timestamp, and body. We flatten these into a HubSpot Ticket conversation timeline in chronological order. Author information is preserved in the message attribution. Internal Notes in Oracle are migrated as private internal notes in HubSpot if the ticket visibility model supports it; otherwise they are migrated as internal-property notes on the Ticket.

Oracle Policy Automation rules (Tier 3 sessions) encode complex decision logic for guided conversations and entitlement checking. These have no direct HubSpot equivalent. We document every active OPA rule as part of the written automation inventory, describing its trigger, conditions, and outcomes, so the customer's team can rebuild equivalent logic using HubSpot Workflows, custom code, or Operations Hub automation.

Oracle Custom Process Scripts run on CRUD operations and encode complex business rules (validation, field population, guided agent assistance). These do not migrate. We inventory every active process script with its object, trigger type, conditions, and actions as part of the written handoff package. The customer's admin rebuilds equivalent rules using HubSpot Workflows, custom properties, and conditional logic in the ticket pipeline settings.

Oracle's incident routing, queue assignment, and SLA configuration are deeply embedded in the platform's workflow engine. These do not migrate. We inventory the routing rules by queue name, criteria, and SLA terms and deliver a mapping document to the customer's HubSpot admin. HubSpot routing is rebuilt using ticket pipelines, property-based routing in Workflows, and Inbox assignment rules.