Migrate from Sunrise HR Case Management to HubSpot Service Hub

HR Cases in Sunrise map directly to HubSpot Tickets. The Sunrise case identifier becomes the ticket hs_ticket_id__c custom property for audit reference. Case status (Open, In Progress, Resolved, Closed) maps to HubSpot Ticket status with a custom field sunrise_case_status__c preserving the original label. Case priority maps to HubSpot Ticket priority. Created and updated timestamps migrate as-is to preserve case age reporting.

Sunrise HR Queries represent lightweight sub-requests within a parent HR Case. We map each Query to a HubSpot Ticket reply (CommunicationLog or additional ticket thread if the customer uses HubSpot Conversations) linked to the migrated parent Ticket. Query text, submitter, handler, and resolution status migrate as structured properties. If HubSpot Conversations inbox is enabled, Queries map to conversation messages within the ticket view.

Structured HR Requests (absence approvals, equipment requests, onboarding tasks) map to HubSpot Tickets with custom properties for request type, approval chain, and current stage. The request type becomes a HubSpot custom picklist field request_type__c; approval stage becomes approval_stage__c. We create these custom properties in HubSpot during schema setup before migration begins.

Employee records in Sunrise are sourced from Infor HCM (or a connected HRIS). We map the employee identifier to HubSpot Contact with the Infor HCM employee ID stored in a custom field infor_employee_id__c. Employee name, department, job title, and manager relationship migrate to standard Contact fields. If the HRIS integration is a non-Infor connection, we assess the mapping strategy during discovery before case migration begins.

Sunrise HR Agents map to HubSpot Users by email match. Agent name, role, and team assignment migrate to HubSpot User properties and Teams. Team structures in Sunrise may not map 1:1 to HubSpot Teams; we document the mapping during scoping and the customer's HR administrator confirms the HubSpot team structure before migration. HubSpot Service Hub Starter includes one seat; Professional and Enterprise tiers support additional seats.

SLA definitions in Sunrise are tied to case category in Infor OS configuration and are not exportable as records. We export SLA names, target resolution times, and breach timestamps as data fields on the case record. If the customer has HubSpot Service Hub Enterprise, we configure SLA Policies matching the Sunrise SLA categories and document the category-to-SLA mapping. For Starter and Professional tiers, SLA targets migrate as read-only custom fields sunrise_sla_target__c and sunrise_sla_breach__c.

Historical SLA breach events stored as audit entries on Sunrise Cases migrate as read-only custom fields on the HubSpot Ticket: sunrise_breach_timestamp__c, sunrise_breached_sla__c, and sunrise_resolution_delta__c. These fields are set as read-only in HubSpot to prevent recalculation conflicts. Preserving breach timestamps maintains compliance reporting continuity for HR teams subject to internal SLA governance.

Automatic escalation rules in Sunrise (triggers on SLA breach or case inactivity) are stored in the Infor workflow engine and are not part of the exportable schema. We document every visible escalation rule during discovery: trigger condition, action (reassignment, notification, priority change), and affected case categories. This becomes a written inventory for the customer's administrator to rebuild as HubSpot Workflows post-migration. No escalation rule data migrates to HubSpot.

Documents attached to Sunrise HR Cases (policies, correspondence, evidence files) are extracted as binary blobs from the Infor REST API. We download each attachment with its original filename and re-upload to HubSpot as a File linked via ContentDocumentLink to the corresponding migrated Ticket. Files retain original upload timestamps and content type. Large attachment volumes (over 10,000 files) require batch chunking with exponential backoff to respect API rate limits.

Sunrise case categories and tags are exported as flat label lists. We map them to HubSpot Ticket Labels, creating a Label for each unique Sunrise category value. Duplicate categories (where the same label appears in multiple Sunrise category fields) are merged. Any unresolvable conflicts are flagged in the mapping documentation for the administrator to resolve manually.

Automated task assignments, notifications, and routing rules in Sunrise live in the Infor workflow engine and are not exportable. We document every visible automation rule: trigger object, conditions, delay, and action sequence. This becomes a written inventory for the administrator to rebuild as HubSpot Workflows (record-triggered or time-based) post-migration. The rebuild scope varies significantly based on automation complexity.

Sunrise Power BI dashboards are linked to the Infor OS reporting layer and are not portable to HubSpot or any external BI platform. We provide a structured data extract of the underlying case metrics (ticket volume by category, SLA breach rate, agent workload, resolution time) as CSV/Excel so the customer can rebuild reports in HubSpot native reporting or connect to Power BI via the HubSpot Power BI integration. Dashboard rebuild is outside standard migration scope.