Migrate from Serviceaide ChangeGear to Intercom

ChangeGear Incidents map to Intercom Conversations. We preserve Incident number as a custom conversation attribute, Incident status as a conversation state tag, priority as a custom attribute, and category as a conversation tag for filtering. The Incident's assigned User resolves to an Intercom Admin assignee. Timestamps (created_at, updated_at) migrate directly. Related Configuration Item references are stored as custom attributes on the Conversation so your team can link back to the original CI record in ChangeGear exports.

ChangeGear Service Requests follow a separate workflow from Incidents and map to Intercom Conversations with a distinct tag (e.g., 'service-request') distinguishing them from Incident-based conversations. Request item details, fulfillment records, and approval steps migrate as conversation part metadata and custom attributes. Approval history is preserved as a tagged note block in the conversation timeline for audit continuity.

Change records including CAB approvals, risk assessments, and implementation timelines do not have a direct Intercom equivalent. Intercom is not an ITSM platform and does not support CAB workflow, risk scoring, or Change Advisory Board processes. We deliver a written inventory of every Change record with its status, approvals, and risk level. Your ITSM admin or a separate process management tool rebuilds the Change management workflow. We recommend flagging this scope explicitly during scoping to prevent scope creep.

Problem records link to related Incidents via a known ChangeGear relationship type. Since Intercom has no Problem concept, we extract the Problem-to-Incident linkage table during discovery and store it as a custom attribute on each migrated Conversation. We do not create a separate Problem object in Intercom. If your team needs Problem tracking post-migration, we recommend a separate ITSM tool or rebuilding in Intercom's Custom Object model as a custom workaround.

ChangeGear Knowledge Base articles migrate to Intercom Articles. We extract the full article body, title, categories, and publication status. Intercom Articles support collections (equivalent to ChangeGear categories), author assignment, and default and custom article URLs. Rich text formatting migrates directly; HTML-heavy formatting may require a content review pass after migration. Publication status (Draft, Published, Archived) maps to Intercom's published/draft state.

ChangeGear hardware and software asset records (including license counts, warranty statuses, and last-seen dates) migrate as custom attributes on Intercom Customers. Active and decommissioned flags are stored as attribute values. Large asset inventories (over 5,000 records) may be migrated as a separate Custom Object in Intercom rather than attributes, depending on the customer's use case. We flag any asset records with missing required fields during reconciliation.

ChangeGear CIs form a relational graph with dependencies, affected services, and linked Incidents. Intercom has no native CI model. For smaller CI inventories, we create a Custom Object in Intercom (available from Advanced plan) and migrate CI records with relationship links preserved as reference attributes. For larger or more complex CI graphs, we recommend a separate CMDB tool post-migration. We generate a CI relationship map during discovery and discuss the strategy during scoping.

ChangeGear User records map to Intercom Admins. We resolve by email match and preserve role-based access assignments as Intercom admin permissions (Agent, Admin, Team Lead). Active and inactive status migrates directly. If an Intercom Admin account does not exist for a ChangeGear User, we hold the record in a reconciliation queue and your admin provisions the admin account before the Admin import phase begins.

ChangeGear Groups map to Intercom Teams. We preserve the group hierarchy used for ticket routing and approval assignments as a Team structure in Intercom. Group-based SLA assignments migrate as inbox-level SLA policies scoped to each Team. If a ChangeGear Group has no Intercom Team equivalent, we create one during migration and flag it for your admin to assign agents.

ChangeGear SLA definitions (priority-to-SLA mappings and breach thresholds) have no direct Intercom equivalent because Intercom's SLA policies operate at the inbox level without granular priority-to-response-time rules. We extract the SLA calendar and SLA-to-priority mapping from ChangeGear and deliver a written configuration guide for rebuilding SLA policies in Intercom. SLA breach times should be validated post-migration because Intercom does not enforce breach calculation the same way ChangeGear does. This is a configuration step your admin performs after migration.

ChangeGear Tasks under Incidents, Changes, or Service Requests migrate as Intercom Conversation Parts. We preserve assignees, due dates, and completion status as internal notes attached to the Conversation. The parent-child relationship to the owning Incident or Service Request is preserved via the Conversation's custom attributes. Task sub-type (Checklist, Action Item) maps to a tagged Conversation Part for visibility.

File attachments linked to ChangeGear Incidents, Changes, or Knowledge Articles migrate as Intercom Files attached to the corresponding Conversation or Article. We use direct download-and-upload for file migration rather than URL reference because Intercom handles attachments as native file objects. Any attachment exceeding Intercom's file size limit (25 MB per file) is flagged for your admin to host externally and link from the conversation.