Migrate from Request Manager to Salesforce Service Cloud

Request Manager Ticket maps directly to Salesforce Case. Subject maps to Case Subject, description maps to Case Description, priority (Low, Medium, High, Critical) maps to Case Priority. Status values (Draft, Submitted, Under Review, Approved, Closed) map to Salesforce Case Status picklist values that we configure as a Case Status picklist set during scoping. CreatedDate and LastModifiedDate migrate with Set Audit Fields upon Record Creation enabled on the destination org. Closed tickets migrate as historical Cases with their resolved status preserved.

Request Manager Requester profiles (name, email, department, contact details) map to Salesforce Contact. Email serves as the dedupe key during import. Department assignment from the Requester profile maps to a custom Contact field or to a lookup against Salesforce Account if department mapping is needed for routing. We pre-create any missing Accounts before Contact import so the AccountId lookup is satisfied at insert time.

If Request Manager tracks organization-level requesters (i.e., requests submitted on behalf of a company or department rather than an individual), we map those to Salesforce Account records. The Account Name maps from the organization field in Request Manager. Account is inserted before Contact so that Contacts can reference AccountId on creation.

Approval chain records in Request Manager (approver name, step order, approval status, timestamp) do not map directly to a standard Salesforce object at Essentials or Professional tier. At Enterprise tier we map them to Salesforce Entitlement and EntitlementProcess with Milestones tracking each approval step. At lower tiers we store the full approval chain as a custom text area field or as related CaseComment records with a migration flag so the chain is preserved and auditable even without SLA configuration.

Ticket attachments (filename, MIME type, binary content) migrate to Salesforce ContentVersion (file blob) with a ContentDocumentLink attaching the file to the parent Case record. Large file handling uses chunked upload via the Salesforce Content API. We preserve the original filename and MIME type in ContentVersion Title and FileType fields respectively. Inline images embedded in ticket description rich text migrate as separate ContentDocument records linked to the Case.

Request Manager comments and internal notes map to Salesforce CaseComment (public comments) or InternalAttachment (private notes) depending on the visibility flag in the source. Author name, timestamp, and body are preserved. We determine public vs. private classification during scoping based on the source field name and any _internal suffix convention used by the customer's Request Manager instance.

Request Manager custom ticket fields vary per organization. We extract the full custom field schema at the start of each migration during the discovery phase, identify every custom field in use across all ticket records, and map each to a Salesforce Case custom field of equivalent type (text, number, date, picklist, checkbox). Custom field API names are preserved with the __c suffix per Salesforce convention. No two migrations have identical custom field maps.

Priority values from Request Manager (Low, Medium, High, Critical) map directly to Salesforce Case Priority picklist values (Low, Medium, High, Critical). We do not re-normalize the priority scale unless explicitly requested. The priority values must be present in the destination org's Case Priority picklist before migration; we add any missing values during the schema design phase.

Request Manager status values (Draft, Submitted, Under Review, Approved, Closed) map to Salesforce Case Status picklist. We configure the Case Status picklist set in the destination org during schema design to include all source statuses that are not already present. Closed status from Request Manager maps to a Salesforce Closed status value (typically Closed - Resolved or Closed - Duplicate depending on the use case) that the customer confirms during scoping.

Department assignments on Request Manager tickets or requester profiles map to a custom Account field (Department__c) or to a custom Contact field depending on whether the customer's org tracks department at the account or contact level. Self-hosted or on-premise deployments where departments are configured as a separate entity may require the customer to recreate department records as Salesforce Accounts or a custom Department object post-migration.

Request Manager approvers and ticket assignees map to Salesforce User records by email match. We extract every distinct owner and approver from Request Manager tickets and match against the destination org's User table. Any Request Manager owner without a matching Salesforce User is placed in a reconciliation queue for the customer's admin to provision before record import resumes.

Ticket CreatedDate, LastModifiedDate, and any ClosedDate timestamps migrate to Salesforce Case CreatedDate, LastModifiedDate, and ClosedDate audit fields respectively. This requires the destination org to have Set Audit Fields upon Record Creation enabled (Setup > User Interface > User Interface) and the migration user to have Modify All Data permission. We confirm these settings are configured before the production migration begins.