Migrate from Sunrise ITSM to HubSpot Service Hub

Sunrise ITSM Incidents map to HubSpot Service Hub Tickets. We preserve priority, category, assignee, and SLA timer fields as custom ticket properties since HubSpot Tickets use a pipeline-and-status model without native ITIL priority levels. The original Sunrise incident number is stored in hs_ticket_id or a custom field for cross-reference. Incident descriptions and resolution notes migrate as ticket content threads.

Service Requests carry requestor info, fulfiller assignment, and approval chain data. HubSpot Tickets do not have a native approval action model, so we preserve the approval chain status as a custom field and flag it in the handoff document for the customer's admin to evaluate HubSpot Workflow-based alternatives post-migration. Request lineage and linked knowledge article references migrate as ticket content.

Sunrise ITSM Changes include risk level, approval status, and related Incidents. HubSpot Service Hub has no native Change object. We map Change records to a custom object (Change_Request__c) on Professional and Enterprise tiers, preserving risk_level, approval_status, and related_incidents as custom fields. If the customer is on Starter tier without custom objects, we approximate using custom ticket properties and flag the limitation during scoping.

Sunrise ITSM Assets are Configuration Items with relationships to Incidents and Changes. HubSpot Service Hub includes Asset records on Professional and Enterprise tiers ($100+ and $150+ per seat). We map CI type, serial number, location, and related incidents to HubSpot Asset fields. CI-to-CI relationships (dependency chains) do not have a native HubSpot equivalent; we preserve them as structured custom fields or a related custom object.

Sunrise ITSM Knowledge Articles have content, categories, and status flags. HubSpot Knowledge Base articles store article body, slug, and publish state. Sunrise articles stored in customrichtext format are extracted as HTML and restructured for HubSpot's knowledge article format. Categories and tags migrate to HubSpot article categories and labels. Note: HubSpot Knowledge Base is oriented toward customer self-service rather than ITSM structured knowledge; we flag this semantic difference during scoping.

Sunrise ITSM Users and Agents map to HubSpot Contacts. For agents who will also be HubSpot users (with login access), we provision HubSpot User accounts and link them to Contact records. Active Directory synchronization identities from Sunrise map to HubSpot Single Sign-On configuration. Team memberships migrate to HubSpot Teams with membership approximated via user Teams associations.

Sunrise ITSM Teams define agent group boundaries for routing and escalation. HubSpot Service Hub Teams map directly. We preserve team membership order and escalation hierarchy during migration. Note: HubSpot Service Hub does not migrate group-level permissions or role hierarchies from Sunrise; these are reconfigured in HubSpot's Roles and Access settings post-migration.

Sunrise ITSM Service Catalog Items link to workflows and approval matrices. HubSpot Service Hub has no native Service Catalog. We map catalog item definitions to a custom object (Service_Catalog_Item__c) or store as structured custom properties on a parent Ticket. Any broken workflow references are flagged in the handoff document for manual re-linkage by the customer's admin. Workflow references themselves do not migrate.

The Sunrise ITSM ITBM module stores course outlines, costs, and attendance records. HubSpot Service Hub has no native training management object. We map course definitions to a custom object (Training_Course__c) and delegate history to a related custom object (Training_Delegate__c) with the effective_date preserved as a custom field. Course-to-skill associations migrate as structured records.

Sunrise ITSM Skills are linked to agents with effective-date semantics. When migrating to HubSpot, which does not model effective-date skills natively, we flatten the record into a static skills list stored as a multi-select picklist or as a related custom object (Agent_Skill__c) with the effective_date and expiry_date preserved as custom fields. Expired certifications are flagged for customer review.

Sunrise ITSM customers with bespoke modules require pre-migration schema auditing to capture every custom field. HubSpot Professional ($100/seat/mo) and Enterprise ($150/seat/mo) support custom objects. We extract the full live schema from Sunrise Software support, create equivalent custom objects in HubSpot, and map fields individually. Starter tier ($15/seat/mo) does not support custom objects; customers on Starter must upgrade or accept that bespoke module data cannot be migrated.

Sunrise ITSM attachments store file path references rather than inline binary data. We resolve each reference, retrieve the file from the source file server, and re-attach as a HubSpot file linked to the equivalent Ticket, Contact, or Company record. If the source file server is decommissioned before migration, attachments become unrecoverable; we flag this risk during discovery. Inline images embedded in ticket descriptions may require manual re-insertion if the image host is inaccessible.