Migrate from Sunrise HR Case Management to Zoho Desk

Sunrise HR Cases are the primary object and map directly to Zoho Desk Tickets. We extract case status, priority, category, assignee, created/updated timestamps, and the linked employee identifier. The Sunrise case audit history (all status transitions, assignee changes, and SLA breach events) migrates as threaded comments on the Zoho Ticket to preserve the full case timeline. Category mapping requires manual confirmation during scoping because Sunrise category taxonomy and Zoho Desk department/category structure must be aligned.

Sunrise HR Queries are lightweight request objects tracked alongside Cases. Simple queries with no escalation history map to Zoho Desk Tickets. Queries that were used as sub-tasks within a parent case map to Zoho Desk Tasks linked to the migrated parent Ticket via the WhatId field. We flag any query-to-case linkage during extraction and reconstruct the parent-child relationship in Zoho Desk during import.

Structured HR service requests such as absence approvals, equipment requests, and onboarding steps in Sunrise map to Zoho Desk Tickets with custom fields for request type, approval chain, and current stage. Custom field types (text, date, picklist, checkbox) from Sunrise are created as equivalent custom fields in the Zoho Desk Tickets module before import begins.

Sunrise employees are sourced from Infor HCM or a connected HRIS and linked to cases as the subject. We preserve the employee identifier and core fields (name, email, department, employee number) and map them to Zoho Desk Contacts. If the HRIS is Infor HCM, we establish an employee data extraction strategy during discovery before case migration proceeds. Zoho Desk Contacts are created before Ticket import to satisfy the ContactId lookup on the Tickets module.

Sunrise agents (HR staff who own and resolve cases) map to Zoho Desk Agents by email match. We extract agent name, role, team assignment, and workload flags. Sunrise team structures may differ from the Zoho Desk department layout, requiring a manual team-to-department mapping during scoping. Agents without a matching Zoho Desk account are placed in a reconciliation queue for the customer's admin to provision before Ticket import.

SLA definitions in Sunrise are tied to case categories and stored in the Infor OS configuration layer. We export SLA names, target resolution times, and breach timestamps as data, but the active SLA-to-category assignment rules are not in the exportable schema. We create an SLA mapping document during discovery listing each Sunrise SLA, its category scope, and its breach actions. The customer's Zoho Desk admin configures matching SLA Policies under Setup > SLA Policies, and we document the recommended configuration for each migrated SLA.

Historical SLA breach events stored as audit entries on Sunrise cases migrate as read-only custom fields on the Zoho Desk Ticket: sla_breach_timestamp__c, sla_breached_name__c, and sla_resolution_delta__c. These fields are set to read-only in the Zoho Desk field configuration so they cannot be accidentally recalculated by Zoho's SLA timer, preserving the compliance audit trail from the original Sunrise data.

Sunrise escalation rules (automatic routing, reassignment, and notification triggers based on SLA breach or case inactivity) are stored as Infor workflow configuration and are not exportable as records. We document every visible escalation rule during discovery including its trigger condition, action, and assigned role. This escalation inventory is delivered as a written specification for the customer's Zoho Desk admin to rebuild using Zoho Desk Blueprint and Macros post-migration. This is a high-severity gap that must be planned as a post-migration implementation task.

Documents attached to Sunrise cases (policies, evidence, correspondence) are extracted as binary blobs and re-attached to the corresponding migrated Zoho Desk Tickets using the Zoho Desk Attachments API. We preserve original filenames, MIME types, and upload timestamps. Files are associated at the Ticket level. Inline images within case notes are downloaded separately and attached as individual file records.

Sunrise case categories and tags are exported as flat label lists. We map them to Zoho Desk Tags and Categories, merging where duplicate labels exist and flagging unresolvable conflicts. Zoho Desk Categories serve as the first-level ticket classifier aligned with HR service types; Tags are a secondary labelling layer for cross-cutting attributes like location or urgency level.

Automated task assignments, notifications, and routing rules in Sunrise live in the Infor workflow engine and are not portable. We capture the current rule logic during discovery and deliver a written automation inventory listing each rule's trigger, conditions, and actions with recommended Zoho Desk Blueprint equivalents. The admin team rebuilds these post-migration; we do not migrate workflow logic as code.

Sunrise dashboards and reports are tied to Infor OS and Power BI and cannot be ported as portable objects. We provide a data extract of the underlying metrics (case counts by category, SLA compliance rates, agent workload averages) so the customer can rebuild Zoho Desk reports using the Zoho Analytics integration or native Zoho Desk reporting. Power BI reports cannot be migrated directly.

Sunrise HR teams and Infor OS role groups map to Zoho Desk Departments. We create the Department structure in Zoho Desk before agent migration, assign agents to the appropriate Department, and configure department-scoped SLA Policies. Multiple Sunrise teams may map to a single Zoho Desk Department depending on the target operating model; this mapping is confirmed with the customer during scoping.

Sunrise case custom fields (absence type, grievance category, training request, equipment item) are exported and created as equivalent Zoho Desk Ticket custom fields before import. Field type mapping converts Sunrise field types to Zoho field types: text to single-line, textarea to multi-line, date to date picker, picklist to dropdown. Fields are scoped to the appropriate Zoho Desk Department during creation.