Migrate from Sunrise ITSM to Salesforce Service Cloud

Sunrise ITSM Incidents map to Salesforce Case records. Priority (P1-P4), Category, and custom Incident properties map to Salesforce standard fields and pre-provisioned custom fields. The Sunrise Incident number becomes a custom field src_incident_number__c on the Case for audit traceability. Incident assignments map to Case OwnerId via User email reconciliation.

Sunrise ITSM Service Requests map to Salesforce Case records with a custom type field (Service_Request__c = true) or to Entitlement records if the destination Salesforce org uses Salesforce's Entitlement Management module. Approval chains on Service Requests do not migrate; we document the approval matrix as a written handoff for the customer's admin to re-implement in Salesforce Approval Processes or Flow.

Sunrise ITSM Change records map to Salesforce Change Request objects (available in Salesforce Service Cloud from the ITSM Data Model or as a custom Change object). Risk level, approval status, related Incidents, and CI associations migrate as custom fields and related-list links. The Change calendar linkage migrates as start and end date fields with a custom change_window__c property.

Sunrise ITSM Assets and Configuration Items map to Salesforce Asset records. Where custom CI types exist beyond the standard Asset model, we map them field-by-field to a destination schema that may include custom Asset types. CI-to-Incident relationships migrate as related-list entries on the Asset; CI-to-Change relationships migrate as linked Change Request references.

Sunrise ITSM Knowledge Articles with HTML body content migrate to Salesforce Knowledge Articles. Some Sunrise ITSM customers store KB content in a customrichtext format; we extract the HTML body, strip embedded script, and restructure for Salesforce's article body field. Categories and status flags migrate to Salesforce Knowledge Article Status and DataCategory values.

Sunrise ITSM User and Agent records map to Salesforce User records matched by email address. Role assignments and Active Directory synchronisation identities from Sunrise migrate to Salesforce Role Hierarchy assignments via the customer's admin. Any Sunrise User without a matching Salesforce User is held in a reconciliation queue for admin provisioning before record import proceeds.

Sunrise ITSM Teams map to Salesforce Group records (public groups for team routing boundaries). Team membership order and escalation hierarchy migrate as Salesforce Group Member records and, where applicable, to Omni-Channel routing configurations post-migration. Escalation path seniority transfers to a custom field escalation_tier__c.

Sunrise ITSM Service Catalog items are linked to workflows and approval matrices. We migrate the item definition data — name, description, category, fulfiller assignment — and flag any workflow reference that cannot be resolved at migration time as a broken_link__c flag on the migrated record. Rebuild of catalog-driven workflows is documented for the customer's admin.

The Sunrise ITSM ITBM Training module stores course outlines and attendance records. Course definitions migrate to a custom Training_Course__c object. Attendance records and delegate history migrate to a Training_Attendance__c custom object linked to the course and the agent User record.

Sunrise ITSM Skills with effective-date semantics migrate to Salesforce custom fields (or a Skills custom object) with the original effective_date__c and expiry_date__c preserved as custom properties. Expired certifications are flagged with a status__c = Expired value. FlitStack AI marks these records for customer review rather than silently excluding them.

Sunrise ITSM customers running bespoke custom modules beyond the standard ITSM objects require pre-migration schema audits from Sunrise Software to capture field definitions. We extract each custom module's complete field list, map types to Salesforce field equivalents (text, number, picklist, date, lookup), provision the destination custom object with __c API naming, and migrate records before dependent objects. This is the highest-risk mapping step and drives the most schedule variance.

Sunrise ITSM attachments store file path references rather than inline binary data. Some customers host attachments on internal network drives. We resolve each file path reference, retrieve the file, and upload it as a Salesforce ContentDocument linked via ContentDocumentLink to the parent Case, Asset, or Change Request record. If the source file server is decommissioned before migration completes, attachments become unrecoverable — we flag this risk during discovery and do not proceed past attachment inventory without confirmation that source paths are live.