Migrate from Request Manager to HubSpot Service Hub

Request Manager Tickets migrate to HubSpot Tickets with subject, description, priority, status, created_at, and updated_at preserved. The HubSpot Ticket hs_ticket_id field holds the original Request Manager Ticket ID for audit traceability. Request Manager priority values (Low, Medium, High, Critical) map to HubSpot priority picklist values. Status values (Draft, Submitted, Under Review, Approved, Closed) map to HubSpot pipeline stages; we configure a single default pipeline if none exists, or map to the customer's existing pipeline stages during scoping.

Request Manager Requester profiles (name, email, department, contact details) migrate to HubSpot Contacts. The Requester ID is preserved in a custom property rm_requester_id__c. Where Request Manager stores requester department as a structured field, we map it to the HubSpot Contact's department property. If the destination HubSpot portal has a required Contact property that Request Manager does not populate, we set a migration-default value and flag it for the customer's admin to complete post-migration.

Request Manager approval chain records (approver name, step order, approval status, timestamp) have no direct HubSpot Service Hub equivalent. We preserve the chain by creating internal Notes on each Ticket in chronological step order, prefixed with APPROVAL_STEP: and including the approver name, step number, status, and timestamp. This keeps approval history visible to the ticket owner while acknowledging that HubSpot lacks a native multi-step approval workflow model.

File attachments on Request Manager Tickets are extracted with filename, MIME type, and binary content. We upload to HubSpot via the Files API or attach to the Ticket directly using the hs_all_team_member_email or conversation attachment endpoint. Large files exceeding HubSpot's file size limits are flagged in the mapping document; the customer decides whether to store externally and link or accept the truncation. Inline images embedded in ticket descriptions do not migrate per HubSpot's known limitation.

Request Manager comments and internal notes migrate to HubSpot Ticket Conversations. Author name, timestamp, and body transfer directly. Private vs. public flag maps to HubSpot's internal (private) and conversation (public) visibility. Comments authored by the original Requester or an Approver appear in the public conversation thread; purely internal review comments appear as private notes attached to the Ticket.

Request Manager custom fields are organization-specific and require per-customer schema extraction. We pull the full custom field list during scoping, map each to a HubSpot custom property of equivalent type (text, number, date, dropdown, checkbox), and create the property in HubSpot via the CRM Properties API before the Ticket import phase. Custom fields that have no HubSpot equivalent are stored as text in a catch-all custom property and flagged in the mapping document for the customer's admin to split into typed properties post-migration.

Request Manager department assignments on Tickets or Requester profiles map to the HubSpot Contact's department property. If Request Manager stores departments as structured objects, we extract the department name and associate it to the Requester Contact record. Self-hosted or on-premise Request Manager deployments may store departments differently; we confirm the extraction path during scoping.

Priority values (Low, Medium, High, Critical) migrate as HubSpot priority picklist values. We do not re-normalize the priority scale unless explicitly requested; the original Request Manager priority is preserved verbatim. If the destination HubSpot portal uses a non-standard priority picklist, we confirm the allowed values during scoping and adjust the mapping accordingly.

Request Manager status values (Draft, Submitted, Under Review, Approved, Rejected, Closed) map to HubSpot pipeline stages. We create a default pipeline in HubSpot Service Hub if none exists, or map to the customer's existing pipeline stages during scoping. Each stage maps with an optional probability percentage; the customer confirms probability values during the scoping sign-off. Status labels that do not match any existing HubSpot pipeline stage are flagged and mapped to the nearest equivalent with a note.

Request Manager stores approval history as audit events with timestamps and actor references. These are not first-class objects in HubSpot Service Hub. We summarize key audit events (submission, approval, rejection, closure) as internal Notes on the Ticket record, preserving the event type, actor, and timestamp. Full audit event detail is included in the mapping document for the customer's compliance team.

Request Manager users (requesters and approvers) are mapped to HubSpot Users by email address. We extract all distinct user emails referenced on Tickets and match against the HubSpot portal's User list. Any Request Manager user without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before record import resumes. Active vs. inactive status maps to the HubSpot User's active flag.

Request Manager is an internal approval tool and does not expose a customer-facing knowledge base. If the customer has custom knowledge content in Request Manager, it migrates as attachments on the relevant Tickets or as standalone Notes, not as HubSpot Knowledge Base articles. Knowledge Base creation is a separate setup step; HubSpot provides a pre-built importer for structured KB articles if the customer has an external source.