Migrate from Serviceaide Intelligent Service Management to Freshdesk

ISM CCTIs map directly to Freshdesk Ticket records. Standard fields (title, description, status, priority, assignee, requester) map cleanly. Custom CCTI fields require field-level mapping against Freshdesk's custom_fields structure. ISM's resolution notes and SLA breach flags migrate as Ticket notes. ISM CI associations on tickets create Freshdesk Asset lookups if the CI has a matching Freshdesk Asset; otherwise we store the ISM CI identifier in a custom ticket field for post-migration reconciliation.

ISM CIs map to Freshdesk Assets with relationship metadata stored in custom fields because Freshdesk Assets lack a native relationship graph. ISM CI Approval Phase fields are validated for non-ASCII characters before insert to avoid the ISM-13238 defect triggering workflow deadlocks post-migration. If the customer is on Freshdesk Sprout or Blossom (no Assets module), CIs map to Custom Objects with the CI type stored as an object category field.

ISM Knowledge Manager articles export with full content, tags, and category assignments. ISM stores article approver names and comments as separate metadata fields; we include this as a structured header block in the article text so the approval chain is visible and reconstructable. Article-to-ticket associations migrate as Freshdesk Solution Article Links. Article visibility settings map to Freshdesk's article-level visibility flags (all agents, specific groups, or public).

ISM service records carry SLA associations, workflow templates, and form definitions. Freshdesk does not have a native service catalog; we map ISM service records to a Freshdesk Custom Object (from Growth tier) or a category-grouped set of Solutions, with the associated SLA threshold preserved as custom fields. Custom service request forms require rebuild in Freshdesk's form builder.

ISM Asset Center hardware and software inventory maps to Freshdesk Assets. The ISM Asset Center filter bugs (a known defect in ISM-13238-adjacent functionality) mean some asset records may have incomplete field populations; we flag records with missing required fields and store a source-level validation note in a custom field. Asset-to-CI links that existed in ISM are preserved as Freshdesk Asset custom fields referencing the migrated CI.

ISM Change Manager records with risk assessment, approval phase, and associated CIs have no native Freshdesk equivalent. We map Change Records to a Freshdesk Custom Object named 'Change Request' with fields for change type, risk level, approval status, and affected CI references. The customer's admin rebuilds approval workflows in Freshdesk's Automation Rules. If Freshdesk Forest tier is in scope, we evaluate Freshdesk Omni's change management capabilities.

ISM user records (agents, analysts, end-users) map to Freshdesk Agents. Role assignments from ISM (Admin, Agent, End User) map to Freshdesk agent groups and roles. ISM multi-tenant organization IDs require scoping to the specific tenant being migrated; cross-tenant user records are filtered out during extraction to respect ISM's tenant isolation boundaries.

ISM organization records (for MSP/BPO multi-tenancy) map to Freshdesk Companies. ISM tenant-level SLA templates and branding configurations are documented separately for the customer's admin to re-apply in Freshdesk account settings because Freshdesk does not expose SLA templates as data records for migration.

Files attached to ISM CCTIs, Knowledge Articles, and Change Records extract and re-associate with the matching Freshdesk Ticket, Solution, or Custom Object. Attachments are downloaded from ISM's storage layer and uploaded via Freshdesk's Attachments API (max 30 MB per file). Knowledge article images are uploaded as separate assets and the article body URLs are rewritten to point to the Freshdesk-hosted location.