Migrate from Serviceaide Intelligent Service Management to HubSpot Service Hub

ISM Customer Care Ticket Items map directly to HubSpot Tickets. Standard fields (title, description, status, priority, assignee, requester, created date, updated date, closed date) migrate 1:1. Custom ticket fields require field-level type mapping against HubSpot custom properties. SLA breach flags from ISM are preserved as a custom checkbox property for the customer admin to use in reporting. ISM ticket conversations (public notes, private notes, resolution) migrate to HubSpot Ticket Conversations. We handle the absence of a bulk export API by building extraction queries against ISM's reporting layer and validating against record counts before staging.

ISM's Configuration Management module stores CIs with relationship graphs and CI Approval Phases. HubSpot has no native CMDB equivalent. We offer two migration paths: map CIs to a HubSpot custom object (requires Professional or Enterprise tier) with CI type, serial number, and relationship fields, or map hardware CIs to HubSpot Assets and software CIs to a custom object. CI Approval Phase status (ISM-13238) migrates as a custom picklist field with special-character validation applied before insert to prevent workflow deadlocks on the destination.

ISM Knowledge Manager articles migrate to HubSpot Knowledge Base articles. Article body content, tags, and category associations transfer directly. Approver names and approval comments are stored as separate metadata fields in ISM and are not visible in the article body; we extract this metadata and append it as a structured approval header block in HubSpot so the approval chain is reconstructable. Luma Knowledge AI artifacts associated with resolved tickets are re-linked to the corresponding HubSpot ticket as internal notes with a [Luma Origin] tag.

ISM Service Catalog and Service Manager define service records with associated SLAs and workflows. HubSpot Service Hub has a Service Object (introduced 2025) designed for onboarding and service delivery tracking rather than an ITSM service catalog. We map service records to the Service Object where the customer's HubSpot tier supports it, or to a custom object with SLA and workflow fields preserved as properties. Service-to-ticket associations are migrated as HubSpot ticket properties referencing the service record.

ISM Asset Center holds hardware and software inventory. Known bugs in Asset Center filters (per ISM source documentation) can affect field completeness during extraction; we validate exported asset field completeness against source record counts and flag any records with missing fields before staging. Assets migrate to HubSpot's Asset object with hardware type, serial number, assigned user, and location preserved. Assets are imported before tickets so that the asset-to-ticket association can be resolved at insert time.

ISM Change Manager handles change records with risk assessment and automated risk scoring. HubSpot has no native change management equivalent. We map change records to a HubSpot Case (with a Change Request Record Type) for basic change tracking, or to a custom object if the customer needs the full risk score, approval phase, and CI linkage preserved. Change-to-CI associations require the CI-to-custom-object mapping to be complete before change record import. Risk score and approval phase data transfer as custom fields.

ISM user records include role assignments, department, and location. Agent and analyst accounts map to HubSpot Users (for system login and ticket ownership) and Contacts (for the CRM contact record). End-user accounts map to HubSpot Contacts only. Role assignments (analyst, approver, requester) migrate as HubSpot user role settings and contact properties. We resolve ISM users by email match against the HubSpot destination portal's User table.

ISM's multi-tenancy for MSP and BPO environments means organization-level configuration, branding, and SLA templates are scoped per tenant. We always scope extraction to the specific ISM organization ID and validate tenant boundaries before staging any migration payload (per ISM defect handling for multi-tenant isolation). Each ISM tenant organization maps to a HubSpot Company with tenant-specific SLA template values stored as custom properties. MSP/BPO customers migrating a single tenant receive a scoped extraction; those migrating all tenants receive a multi-Company import with company-scoped property segmentation.

Files attached to ISM tickets, knowledge articles, and change records are extracted with the parent record and re-associated on HubSpot. We extract file binary content, original filename, and MIME type from ISM's file storage layer and insert them as HubSpot Files linked to the corresponding Ticket, Knowledge Base Article, or Case via ContentDocumentLink. Attachments are imported in the same phase as their parent object to preserve the relationship at insert time.

ISM's no-code workflow engine and SLA escalation triggers are configuration records rather than data records. We document every active ISM workflow rule and SLA escalation threshold (including SLA-driven group changes that ISM-13232 shows do not fire standard ticket update webhooks) as a structured configuration artifact. The artifact maps each ISM workflow trigger, condition, and action to a recommended HubSpot Automation, Workflow, or Service Object-based process. The customer's admin rebuilds these in HubSpot post-migration.

ISM allows custom fields on tickets and other objects. Tags are used for categorization and filtering. Both require field-level mapping against HubSpot's property system. We enumerate all ISM custom field names and data types during discovery and create equivalent HubSpot properties (with matching types: string, number, date, select, multi-select, checkbox) before migration. Tags migrate as HubSpot properties with tag values preserved as property values on the relevant record type.

ISM stores engagement history on tickets (notes, internal comments, resolution summaries). If the customer has HubSpot CRM (as opposed to standalone Service Hub), engagement history on ISM tickets migrates to the associated Contact's timeline in HubSpot. We map ISM ticket notes to HubSpot engagement notes, internal comments to private notes, and resolution summaries to the ticket's closed-note property. Timestamps are preserved to maintain the activity timeline ordering against the contact record.