Migrate your SolarWinds Web Help Desk data

Tickets (service requests) in WHD include standard fields for status, priority, category, assignee, requester, description, timestamps, and SLA timers. We map these directly to the destination ticket object, preserving the full state including closed/resolved status and time-entry history.

Clients are the end-user contacts who submit tickets. WHD supports importing clients via CSV, TSV, or Excel templates. We export all client fields including name, email, phone, location, and organization, then map them to the destination contact/customer object.

WHD Assets store hardware and software inventory linked to tickets. Asset records include type, serial number, purchase date, vendor, and location. We export asset records as-is, but destination platforms vary significantly in asset schema depth, so we map to the closest available fields and flag any orphaned asset-to-ticket links.

Change Requests track CAB-approved infrastructure changes with approval workflows and risk fields. WHD Change Request fields do not map 1:1 to most ITSM platforms, which define Change objects differently. We extract all available fields and apply a best-effort mapping to the destination Change object schema.

WHD Knowledge Base Articles support categorization and article text. We export article content, categories, and attachment references. Destination knowledge base structures vary by platform, so we re-create the article hierarchy and flag any articles that reference deleted WHD assets or contacts.

WHD supports custom fields on Tickets, Clients, and Assets with filterable, sortable, and searchable options. Custom fields are indexed overnight (8pm PT for US datacenter) after creation. We export custom field definitions and values, then recreate them in the destination platform, noting that Premier plan data masking cannot be preserved outside WHD.

Technicians are the staff who receive and resolve tickets. WHD per-technician pricing means we audit which technicians are active versus inactive before migration to help customers right-size their destination license count. Role assignments are exported as custom user properties in the destination.

WHD supports a Locations object that can be imported via templates. We export all locations with address, contact, and parent-location hierarchy, then map them to the destination location or site object.

Purchase Orders are associated with Assets in WHD and track procurement data. We export PO records linked to assets, but most destination ITSM platforms do not have a native PO object, so we attach PO data as custom fields on the associated asset records.

WHD SLA configurations define response and resolution timers by priority or category. We export SLA rules as configuration metadata. Since SLA enforcement is destination-platform-dependent, we flag which SLAs are in use so customers can recreate them in the target platform's SLA engine.

WHD stores attachment references and metadata on tickets and assets. We export file metadata including name, size, and upload timestamp. Actual file blobs require separate file transfer; we flag attachments exceeding 25MB for manual handling due to email/MAPI constraints in WHD's export mechanism.

WHD supports tagging on tickets and assets. We export tag assignments per record and map them to the destination platform's tagging or labeling system. Tags are preserved as plain-text arrays when the destination does not have a native tag object.