Migrate your ServiceNow Customer Service Management data

Cases are the primary CSM object and migrate cleanly via REST API. Every case carries status, priority, assignment, and parent-child relationships to related parties. We preserve the full case lifecycle including state transitions and SLA timers.

Case Tasks are child records of Cases and inherit the parent case's customer context. We map them 1:1 and preserve the assignment chain, status, and any due-date logic configured in the workflow.

Accounts represent customer companies and serve as the top-level parent for Contacts and Consumer records. We migrate Account hierarchies including service organization assignments and address data.

Contacts are individuals linked to Accounts, holding email, phone, role, and access-level fields. We preserve the Contact-to-Account relationship and any custom properties.

Consumers represent end customers in B2C scenarios. Some destination CRMs distinguish Consumers from Contacts differently. We map Consumer records into the target's equivalent person object and flag the source type as a custom property.

Service Definitions link products and services to case types and define eligibility rules. The destination system may not have an equivalent concept, so we export Service Definitions as structured metadata and recreate them as custom configuration or workflow rules.

Install Base tracks products sold to customers, including warranty status and contract associations. This object is CSM-specific; we migrate the install base records and their product associations, but the destination's equivalent may require field mapping.

Service Organizations represent internal/external business locations that handle cases. The hierarchical IBL/EBL/OSP structure maps to the destination's team or location model with custom field enrichment.

CSM supports custom fields on every major table. We export the full extended schema, including choice lists and reference fields, and reconstruct equivalent custom fields at the destination before importing data.

Knowledge Articles are versioned content records accessible via API. We migrate article text, metadata, and attachment references. HTML content is preserved and rendered at the destination.

Communities provide peer-to-peer support forums. Thread and reply structure migrates, though engagement metrics (votes, views) are typically reset post-migration.

File attachments on Cases and Case Tasks use ServiceNow's document ID system. We extract files via theAttachment API and re-associate them post-ingress using the destination's document handling.