Migrate from Sunrise ITSM to Intercom

Sunrise ITSM Incidents map to Intercom Conversations with the ticket type attribute set to 'Incident'. Priority, category, and assignee from Sunrise become custom conversation attributes in Intercom. Status history is preserved as a custom timeline attribute. If Sunrise ITSM stores incident relationships to CIs (Configuration Items), those map to Intercom Custom Objects for assets with a lookup relationship to the conversation.

Service Requests map to Intercom Conversations with a 'Service Request' ticket type attribute. Requestor information becomes the conversation contact. Fulfiller assignment maps to the Intercom inbox assignment. Approval chain status migrates as a custom attribute; the approval workflow itself is documented for rebuild in Intercom Rules and does not migrate as functional code.

Change records map to Intercom Conversations with a 'Change Request' ticket type attribute. Risk level, approval status, and related Incident associations are preserved as custom conversation attributes. The Change calendar linkage to related Incidents maps to a custom relationship field or tag. CAB approval workflows are inventoried for manual rebuild in Intercom; they do not migrate as active rules.

Sunrise ITSM Configuration Items map to an Intercom Custom Object named 'Asset' with attributes for CI name, type, serial number, and related location. Relationships between CIs and Incidents are preserved as custom object lookups or as tags on the related conversation. If Sunrise ITSM uses custom CI types beyond standard Asset categories, we create corresponding custom object schemas in Intercom during the schema design phase.

Sunrise ITSM Knowledge Articles migrate as Intercom Help Center articles. The article body, which Sunrise ITSM stores in a custom richtext format, is extracted as HTML and restructured for Intercom's article format. Category assignments from Sunrise map to Intercom Collections and Sections. Article status (draft, published, archived) is preserved. We do not migrate article-level view counts or feedback ratings as these are analytics data that Intercom tracks independently from article content.

Sunrise ITSM Users and Agents map to Intercom Teammates. Contact details (name, email, phone) migrate to the teammate profile. Role assignments (first-line agent, second-line engineer, manager) are preserved as Intercom team tags or custom teammate attributes. Active Directory synchronisation identities from Sunrise are documented for reconfiguration with the customer's IdP post-migration. Inactive Sunrise users are migrated as inactive Intercom teammates pending admin decision on deprovisioning.

Sunrise ITSM Teams define agent group boundaries for routing and escalation. These map to Intercom Inboxes with routing rules configured to match the Sunrise team boundaries. Team membership order and escalation hierarchy are documented for rebuild in Intercom inbox routing and assignment rules. We do not migrate escalation policies as active rules; we deliver a written mapping document that the customer's admin uses to configure Intercom routing post-migration.

Sunrise ITSM Service Catalog items with their descriptions, request forms, and approval matrices are migrated as Intercom Custom Objects named 'Catalog Item'. Approval workflows attached to catalog items are documented for rebuild in Intercom Rules; the workflow logic does not transfer. Catalog item linkage to Knowledge Articles migrates as a tag reference on the catalog item record for manual re-linkage in Intercom.

Sunrise ITSM allows organisations to create bespoke modules beyond standard ITSM objects, and these custom schemas are not exposed through any public export interface. We request the full live schema from Sunrise Software support before migration scoping, extract each custom module's field list, and map them individually to Intercom Custom Objects. This is the highest-risk aspect of a Sunrise ITSM migration because skipping the schema request results in silent omission of all custom module data from the migration package.

Sunrise ITSM attachments store file path references rather than inline binary data, and some customers host files on internal network drives. We resolve each file path reference from the source system, download the file, and re-upload it to Intercom's file storage with a direct attachment reference to the target conversation. If the source file server is decommissioned before migration completes, attachments become unrecoverable; we flag this risk explicitly during discovery and recommend a file server health check before migration begins.