Migrate from SolarWinds Service Desk to Intercom

SolarWinds Incidents map directly to Intercom Conversations. The incident priority, status, assignee, requester, description, and created-at timestamp map to Intercom Conversation attributes, admin-assignment, Contact, body, and created-at. Incident comments migrate as Conversation Parts in chronological order, preserving the technician-requester thread structure. The source incident type (Incident vs Service Request) is stored as a custom Conversation attribute for reporting clarity.

Service Requests in SolarWinds follow the same API schema as Incidents with a distinct type field. They map to Intercom Conversations identically to Incidents. Any approval workflow attached to the Service Request in SolarWinds is flagged in the written inventory because Intercom has no native approval-gate mechanism; the customer admin must assess whether to rebuild approvals as a workflow outside Intercom or simplify the intake process.

SolarWinds Agents and Administrators map to Intercom Admins or Teammates based on role scope. Active/inactive status is preserved. Group assignments in SolarWinds map to Intercom Teams if the destination workspace uses team-based routing. The mapping is resolved by email match. Any SolarWinds user without a matching Intercom admin invitation is held in a reconciliation queue.

SolarWinds Requesters map to Intercom Contacts. Email, name, phone, and custom field data migrate as Contact attributes. The requester's language and timezone from SolarWinds become custom attributes in Intercom. Active/inactive status in SolarWinds maps to Contact unsubscribed/email hash status in Intercom.

SolarWinds Company records map to Intercom Companies. Company name, domain, and address metadata migrate directly. The Intercom Company record becomes the parent for all Contacts migrated from that company's requester pool.

SolarWinds hardware and software assets do not have a native Intercom equivalent. We migrate key asset metadata (hostname, serial number, purchase date, assignment status, and CI relationships from Premier tier) as custom attributes on the corresponding Intercom Company record. Large CMDB dependency graphs (Premier tier) are exported as a structured data file and included in the written CMDB inventory for the customer's admin to assess custom object reconstruction in Intercom if Enterprise plan custom objects are needed.

SolarWinds Problem records have no Intercom equivalent. Problems require explicit enablement in SolarWinds (Setup > Global Settings > Service Desk Settings > Extra Features), and if the Problems module was never activated, no records exist to migrate. We verify enablement status during discovery. For active instances with Problems data, we export the full problem record set and deliver it as a structured written inventory document for the customer to assess whether a separate custom object or external tracking system is appropriate.

SolarWinds SLA policies define response and resolution deadlines per priority level with business-hours calendars. Intercom's SLA features are available only on Outbound plans for proactive support and do not apply to inbound ticket SLA enforcement. We export SLA policy definitions as a written inventory including priority-to-SLA mapping, business-hours calendars, and escalation rules. The customer uses this document to assess whether Intercom's SLA capabilities (Outbound plan only) or a third-party SLA tool meets their requirements.

SolarWinds change management templates and approval workflows are configuration objects with no Intercom equivalent. We export template definitions, approval chain logic, and change category schemas as a written inventory. The customer admin uses this to assess whether Intercom's rules-based automation or a third-party workflow tool handles the same business process.

SolarWinds IT knowledge base articles migrate to Intercom Help Center articles. Article title, body content, author, category assignment, and publish status migrate. Article versioning from SolarWinds does not map 1:1; we migrate the most recent published version and flag any articles with pending versions in the written inventory. Internal-only articles in SolarWinds are flagged for the customer to assess whether they should be published or moved to an internal knowledge base tool.

File attachments on SolarWinds Incidents and Service Requests are downloaded via the Samanage API and re-uploaded to the corresponding Intercom Conversation Part. Attachment file type restrictions in Intercom (documented list excludes .exe, .sys, .scr, .shb, .wsf and other executable types) must be reviewed before migration; files that exceed Intercom's allowed types are flagged and the customer must enable broader file type support in Intercom Settings > Security > Attachment settings or handle them via an alternative file transfer method.

Custom fields on SolarWinds Incidents, Assets, and Contacts require field-level mapping to Intercom Custom Attributes. We extract the full custom field schema during discovery, map by data type (string to string, boolean to boolean, date to date, select to single-select), and preserve field labels as attribute names. Multi-select picklists from SolarWinds map to Intercom multi-select custom attributes. Custom field data on Assets migrates to Company custom attributes; custom fields on Incidents migrate as Conversation custom attributes.