Migrate from ServiceNow Customer Service Management to Intercom

ServiceNow Cases map to Intercom Conversations. We preserve the case number as conversation_id metadata and the original case priority as a custom conversation attribute priority__c. The case short_description becomes the conversation subject; the case description and work notes become the first internal note in the conversation. Open case status maps to Intercom's open conversation state; resolved and closed states map to Intercom's closed state with the resolved_at timestamp preserved.

ServiceNow Case Tasks are child records of Cases. Each Case Task migrates as an internal note (part type = note) on the parent Intercom Conversation, preserving the task short_description, assigned_to reference, and due_date. The parent-child relationship is flattened into the conversation timeline so that internal work items are visible in the conversation thread without requiring navigation to a separate object.

ServiceNow Accounts represent customer companies and map to Intercom Contacts with the company_name field populated. The Account's address, service organization assignments, and account tier fields migrate as custom contact attributes. Account is created before any Contact import so that the Intercom contact can be associated to the company at insert time.

ServiceNow Contacts are individuals linked to Accounts and map directly to Intercom Contacts. We preserve the Contact email, phone, title, and role fields. The Account-to-Contact parent relationship is resolved at migration time by matching the Account name to the Intercom contact's company association. Any custom fields on the Contact record migrate as typed custom attributes.

ServiceNow Consumers represent end customers in B2C scenarios where there is no Account parent. Consumers map to Intercom Contacts with the lead subtype designation. We preserve the Consumer email, name, phone, and location fields and flag the record with a custom attribute original_record_type__c = 'Consumer' for audit. Consumer records without email addresses cannot migrate to Intercom because email is a required field on the Contact model.

ServiceNow Service Definitions define which products and services are eligible for which case types. This is a CSM-specific concept with no Intercom equivalent, so we export Service Definitions as structured metadata and store the eligible product and service references as custom contact or conversation attributes. The customer reviews this during scoping and decides whether to migrate product-service associations or treat them as administrative reference data.

ServiceNow Install Base tracks products sold to customers including warranty status and contract associations. We migrate Install Base records as a custom data object in Intercom (accessible via the API as custom objects or as structured JSON in a custom contact attribute). Product associations are linked to the corresponding Contact or Account via custom relationship attributes. Warranty and contract status are preserved as custom fields on the migrated record.

ServiceNow Service Organizations represent internal and external business locations that handle cases. We map the hierarchical Service Organization structure to Intercom Teams. Internal business locations map to Intercom team names; external business locations map to Intercom team names with a custom attribute location_type__c = 'External'. The assignment logic from Service Organization rules is documented for the customer's admin to rebuild in Intercom's routing and assignment rules.

ServiceNow Knowledge Articles are versioned content records that map to Intercom Articles. We migrate article text, metadata (author, publish date, last updated), and attachment references. HTML content is preserved and rendered within Intercom's article editor. Article categories in ServiceNow map to Intercom collections. Draft articles are migrated as unpublished articles and require activation in Intercom after review.

Nearly every CSM instance has custom fields added to Case, Account, Contact, and Consumer tables. We export the full extended schema including choice lists and reference fields during scoping, then pre-create equivalent custom attributes in Intercom before data import. Choice list values map to Intercom dropdown or multiple-choice attributes. Reference fields that point to other CSM tables are resolved where the referenced record also migrates or are stored as custom text attributes with a note for manual resolution.

File attachments on Cases and Case Tasks are extracted via ServiceNow's Attachment API using the table_sys_id reference. Files are re-associated to the corresponding Intercom Conversation using Intercom's file attachment API. We preserve the original filename, MIME type, and attachment size. Files larger than 10 MB are flagged for the customer's admin to host externally and link via URL.