Migrate from Serviceaide ChangeGear to HubSpot Service Hub

ChangeGear Incidents migrate 1:1 to HubSpot Tickets. The ChangeGear incident_status, priority, category, assignment_group, and resolution fields map to HubSpot Ticket properties (hs_ticket_state, hs_priority, hs_pipeline, hs_ticket_owner, and a custom resolution_notes field). CI references from ChangeGear (the linked Configuration Item) migrate as a lookup to the CI Custom Object we create during schema setup. SLA breach timestamps from ChangeGear are stored in custom date fields so the customer's admin can reconstruct SLA status in HubSpot.

ChangeGear Service Requests and Incidents share a ticket-like structure but follow different workflows. We map both to HubSpot Tickets, using a custom picklist field changegeartype__c with values 'Incident' and 'ServiceRequest' to preserve the origin. A separate HubSpot pipeline is created for Service Requests if the customer's ChangeGear implementation used a distinct Service Request workflow, with pipeline stages mapped from ChangeGear's SR stages. This split preserves audit context without requiring a separate Custom Object.

ChangeGear's dedicated Change object with CAB approvals, risk assessments, and implementation timelines has no direct HubSpot equivalent. We create a HubSpot Custom Object named ChangeRecord with properties for change_id, change_type, risk_score, cab_approval_status, approval_date, implementation_start, implementation_end, and rollback_plan. CAB approval chain history migrates as a multi-line custom field or a related child Custom Object depending on the volume of approval records. The customer's admin rebuilds approval automation using HubSpot workflow-based approvals or a third-party app from the HubSpot App Marketplace.

ChangeGear Problem records link to related Incidents via a named relationship type. HubSpot has no native Problem object. For organizations with fewer than 500 Problem records, we create a HubSpot Custom Object named Problem with properties for problem_id, title, status, root_cause, and resolution. Each Problem record links to its related Tickets via a HubSpot association label on the Ticket-Custom Object relationship. For organizations with higher Problem record counts, we use a tagging strategy: a custom property problem_id__c on Tickets references the ChangeGear Problem, and a separate lookup table in the migration deliverable documents the Problem-to-Ticket linkages for the customer's admin to configure in HubSpot post-migration.

ChangeGear CIs form a dependency graph with relationships (depends_on, impacts, impacted_by, parent_child) that is central to ITSM operations. HubSpot has no native CMDB. We create a Custom Object named ConfigurationItem with properties for ci_id, ci_name, ci_type, manufacturer, model, serial_number, status, location, and last_seen_date. CI relationships migrate as a second Custom Object named CIRElationship with source_ci_id, target_ci_id, and relationship_type fields, or as association labels between ConfigurationItem records if the relationship count is under 5,000. We validate CI uniqueness using the ChangeGear CI identifier and a composite key of name plus type.

ChangeGear Asset records include hardware and software assets with license counts, warranty expiry dates, and assigned CIs. We create a HubSpot Custom Object named Asset with properties for asset_id, asset_name, asset_type, serial_number, purchase_date, warranty_expiry, license_count, assigned_to_contact_id, and linked_ci_id. Active and decommissioned asset flags migrate from ChangeGear's asset_status. Any ChangeGear assets linked to CIs resolve their CI reference to the ConfigurationItem Custom Object record created during the CI migration phase.

ChangeGear Knowledge Articles include article body, category, publication status, author, and last_modified timestamps. HubSpot Service Hub includes a Knowledge Base module. We migrate article title, body content (HTML formatting is preserved with common tag translation), category assignments, and publication status. Article redirects (if ChangeGear URLs are indexed in search engines) are documented as a redirect map for the customer's web team to implement in HubSpot. Articles with unpublished status in ChangeGear are created as drafts in HubSpot for the knowledge base admin to review before publishing.

ChangeGear Users migrate to HubSpot Users by email address as the dedupe key. Role-based access assignments from ChangeGear (Analyst, End User, Manager, Admin) map to HubSpot User roles (regular User, Super Admin) with a custom field changegear_role__c preserving the original role name for audit. Group memberships used for ticket routing migrate as HubSpot Teams, with each ChangeGear Group becoming a HubSpot Team that the customer's admin assigns to pipeline queues.

ChangeGear Groups (assignment groups, support queues) map to HubSpot Teams. Each Group's members resolve to HubSpot User records by email. Groups used for ticket routing map to HubSpot Pipeline assignments so that tickets auto-assign to the correct queue on import. We validate that no ChangeGear Group references orphaned Users (accounts without a matching HubSpot User) before finalizing the group mapping.

ChangeGear SLA definitions include priority-to-SLA mappings, response and resolution breach thresholds, and business-hour calendar references. HubSpot SLA policies use a response target and resolution target in hours or business hours per pipeline. We extract the active SLA calendar from ChangeGear, match it to HubSpot's business hour configuration, and create HubSpot SLA policies with targets derived from the ChangeGear SLA definition. SLA breach timestamps are preserved in custom date fields on Tickets because HubSpot SLA enforcement calculates from the moment of ticket creation, not from the original ChangeGear creation timestamp. We flag any SLA escalation actions (email notifications, auto-assignments) as requiring rebuild in HubSpot Workflows post-migration.

ChangeGear Tasks attached to Incidents, Changes, or Service Requests migrate as HubSpot Tasks linked to the parent Ticket. Task subject, description, assignee, due_date, and completion_status migrate directly. HubSpot Tasks do not have a native priority field separate from Ticket priority; we store task-level priority in a custom property task_priority__c. Parent-child relationships between Tasks and their owning Ticket are preserved via the HubSpot association.

ChangeGear file attachments on Incidents, Changes, and Service Requests are migrated via URL reference where the attachment is hosted in ChangeGear's file store, or via direct download-and-upload to HubSpot's file hosting if the source file is accessible via the ChangeGear API. We flag attachments that exceed HubSpot's 10 MB file size limit and attachments with file types unsupported by HubSpot (executable file types). HubSpot File objects are linked to the parent Ticket via ContentDocumentLink. The customer's admin receives a document mapping table listing each imported file, its original name, and its HubSpot URL post-migration.

ChangeGear custom fields on Incidents, Service Requests, and Changes are extracted during discovery and mapped to typed HubSpot custom properties. Text fields map to HubSpot single-line text or multi-line text; picklist fields map to HubSpot select or multi-select; numeric fields map to HubSpot number; date fields map to HubSpot date. We validate every custom field against HubSpot's schema constraints (character limits, picklist value sets) before import. Fields with incompatible types are flagged with a transformation recommendation (for example, a ChangeGear multi-select text string is split into a HubSpot multi-select picklist with values extracted).

Custom fields on ChangeGear Change records migrate as custom properties on the ChangeRecord Custom Object. Risk score fields, approval fields, and implementation date fields follow the same type-mapping rules as Incident custom fields. Fields referencing ChangeGear-specific enums (change_type values, risk_level categories) are recreated as HubSpot picklist values matching the ChangeGear vocabulary so the customer's admin does not need to re-enter allowed values manually.

ChangeGear incident and service request comments (including internal notes flagged as private) migrate to HubSpot Ticket Conversations. Author name, timestamp, body content, and privacy flag migrate, with private ChangeGear notes mapped to HubSpot internal ticket notes. Conversation ordering is preserved by created_date. Attachments on comments migrate as File objects linked to the conversation thread.