Migrate from Oracle Service Cloud (formerly RightNow) to Zendesk

Oracle B2C Service Incidents map directly to Zendesk Tickets. The Incident Subject maps to Ticket subject, the Incident thread history (Incidents.threads) maps to Ticket comments with public/private distinction derived from Oracle's message type field (CHAT, MESSAGE, MAIL, PHONE). Incident status (Open, Pending, Solved, Closed) maps to Zendesk status (open, pending, solved, closed). We preserve the original Incident ID as a custom field rn_incident_id__c on the Zendesk Ticket for audit trail and cross-reference during reconciliation.

Oracle Contacts map to Zendesk end-user Users. We map Contact emails as the dedupe key, and preserve Contact custom properties as Zendesk user fields. Because Oracle can silently delete Contacts orphaned from Organizations, we run a pre-migration contact health check to identify records with null or invalid Organization references, flag them for customer review, and load Organizations before Contacts to prevent the orphan-deletion cascade from firing during import. Contact primary organization membership becomes the User's organization field in Zendesk.

Oracle Organizations map to Zendesk Organizations using Organization name as the dedupe key. Oracle's hierarchical Organization structure (parent org relationships) maps to Zendesk's parent Organization lookup. We load Organizations first in the migration sequence precisely to satisfy the foreign key requirement on Contact and Asset records that reference them. Organization custom fields migrate as Zendesk organization fields.

Oracle Answers (Knowledge Base articles) map to Zendesk Help Center articles. The Answer title maps to article title, Answer body (rich text) maps to article body with HTML preserved. Answer categories map to Zendesk article sections within the Help Center. Oracle's approval workflow status (Draft, Approved, Archived) maps to Zendesk article draft/published states. Knowledge Advance ML ranking scores are preserved as a custom article field for future editorial use. Attachments within Answer body are extracted and migrated as Zendesk article attachments.

Oracle Assets (product instances linked to Contacts and Organizations with warranty and entitlement data) map to Zendesk Assets. The Asset.Product reference maps to Zendesk asset name, Asset.SerialNumber maps to the serial_number field, and the Asset.ContractStatus maps to a custom Zendesk asset field. Assets reference both a Contact and an Organization in Oracle; we resolve both lookups during migration by loading Organizations and Contacts first, then linking Assets by the resolved Zendesk user and organization IDs.

Oracle Tasks (standalone internal action items) map to Zendesk Tasks. Task subject maps to task title, Task due date maps to due_date, Task assignees map to the Zendesk agent user lookup. Tasks with a parent Incident reference are linked to the migrated Ticket via Zendesk's ticket_id field on the Task record. Task status from Oracle (Open, Complete, Cancelled) maps to Zendesk task status values.

Oracle Opportunities (sales pipeline items lighter than Oracle Sales Cloud) map to Zendesk Deals if the destination Zendesk account includes the Sell product. Opportunity name maps to Deal name, Opportunity.Stage maps to Deal stage, Opportunity.revenue maps to Deal value, and Opportunity.owner maps to the Zendesk agent user lookup. If Zendesk Sell is not in scope, we flag Opportunity records for the customer to evaluate as candidates for a separate CRM migration or manual entry.

Oracle Custom Objects created in Object Designer (stand-alone or child of standard entities) map to Zendesk Custom Objects using the new custom object experience with lookup relationship fields. Oracle Custom Object fields are type-mapped to Zendesk field types: Oracle string fields become Zendesk text, Oracle numeric fields become Zendesk number, Oracle date fields become Zendesk date. Oracle Custom Objects are not always exposed in the REST API unless the sandbox is published; we use Oracle's SOAP API (CX rightnow Connect Web Services) to retrieve custom object records when the REST API returns insufficient data. Relationships between Oracle custom objects and standard entities are mapped to Zendesk lookup relationship fields.

Oracle Incident thread entries (the chronological message log within an Incident) map to Zendesk Ticket comments. Oracle thread message type (AgentMessage, CustomerMessage, SystemMessage) determines whether the Zendesk comment is public or private. Thread timestamps are preserved as comment created_at dates. Attachments inline within Oracle thread messages are extracted and migrated as Zendesk comment attachments linked to the parent Ticket.

Oracle Incident file attachments (uploaded files linked to Incident records) map to Zendesk Ticket attachments. We resolve the parent Ticket via the Oracle incident ID to Zendesk ticket ID cross-reference table created during the Incident migration phase. Embedded inline images in Oracle Answer body content are converted to file attachments per Zendesk's attachment handling model and re-inserted into the migrated article body.

Oracle Answer categories (folder hierarchy for KB articles) map to Zendesk Help Center sections. Oracle's nested category structure is flattened to Zendesk's two-level section hierarchy (Section with parent Section). The mapping preserves the article-to-category assignment so that article placement within the Help Center matches the original Oracle Knowledge Base structure. Empty Oracle categories are created as empty Zendesk sections if the customer requests full structure preservation.