Migrate your SMART Service Desk data

Requests are the core ticket object in SMART Service Desk. We map the full request lifecycle including status, priority, category, requester details, assigned technician, and conversation history. Attachment filenames and inline references are preserved. Request templates are migrated as a separate object and re-linked to their associated requests.

Problems are linked to their root-cause Requests via a Problem-Request association. We preserve the linkage and migrate the Problem description, impact, urgency, priority, and assigned analyst group. Problem status is mapped to the destination's equivalent lifecycle stage.

Changes carry ITIL-specific lifecycle fields including Change Category, Risk, Impact, and approval status. We migrate Change records with their associated CAB membership and approval history, but we flag that notification links embedded in Change records are not rewritten to destination-compatible URLs during migration.

Releases follow a scheduled deployment lifecycle. We migrate Release title, description, planned start and end dates, assigned technician, and status. Release-to-Change associations are preserved where the destination supports that linkage, or flagged as requiring manual re-association.

Assets in SMART Service Desk include workstation records, components, consumables, and allocation details. We map the asset name, serial number, type, location, assigned user, and current status. Component and consumable allocation relationships are preserved, but we flag any asset records with missing critical fields for customer review before import.

Solutions are the knowledge-base articles associated with the platform's self-service and agent-facing KB. We migrate article title, body content, summary, category, and publication status. Articles linked to specific Requests or Problems retain those associations where the destination schema supports it.

Contracts record vendor agreements and SLA terms attached to Requests or Assets. We migrate contract name, type, vendor reference, start and end dates, and associated SLA tier. Multi-document contract attachments are included in the migration package and re-linked post-import.

Vendor records store contact information and associated contracts or purchase orders. We migrate vendor name, contact details, and type. Vendor associations to Purchase Orders and Contracts are preserved as foreign-key references in the migration mapping table.

Purchase Orders are linked to Vendors and represent procurement records. We migrate PO number, vendor reference, line items, total amount, and status. PO associations to Assets or Contracts are flagged for manual re-verification post-import since PO-to-asset linkage varies by configuration.

Categories are the taxonomy used to classify Requests, Problems, and Changes. We export the full category tree and re-create it in the destination using the nearest equivalent grouping mechanism, preserving the hierarchical structure and parent-child relationships.

User records include name, email, department, site, and role. We map active users to their destination equivalents and flag any inactive or deprecated accounts. Department-level role resolution in the platform differs between on-premises and cloud deployments, which we handle by normalising against the destination's role model.