Migrate from TeamDynamix IT Service Management to Salesforce Service Cloud

TeamDynamix Tickets map to Salesforce Cases. The TeamDynamix Status field (New, Open, Pending, Resolved, Closed) maps to Salesforce Status with a custom field tdx_original_status__c preserving the source value. Priority (Low, Medium, High, Critical) maps to Case Priority. The TeamDynamix assignee (agent) resolves by email to a Salesforce User and becomes the Case OwnerId. We resolve the parent Account or Contact lookup from TeamDynamix's Requester link before inserting Cases.

Each TeamDynamix Ticket Form is a field-collection bundle that controls what fields appear during ticket creation and editing. These do not copy as code to Salesforce; we map each form's field set to a Salesforce Record Type and Page Layout combination. If the customer has multiple forms (IT, HR, Facilities), each becomes a separate Record Type in Salesforce with its own picklist values for Category and Subcategory.

TeamDynamix Ticket Workflows define the state machine for ticket lifecycle stages, routing rules, and escalation triggers. These cannot migrate as executable code to Salesforce Flow because the logic models differ structurally. We deliver a written workflow inventory documenting every active TeamDynamix Workflow with its trigger conditions, stage transitions, escalation timers, and notification actions, plus a recommended Salesforce Flow rebuild guide. The customer's Salesforce admin or a certified partner rebuilds the workflows post-migration.

TeamDynamix Services (published self-service offerings) map to Salesforce Entitlements. Each Service links to a Ticket Form, which becomes a Case Record Type, and to a request workflow, which maps to an Entitlement Process. Services with associated Assets map to Salesforce Asset records linked to the Entitlement. We preserve the service description, request instructions, and SLA target in the Entitlement's terms and milestone configuration.

TeamDynamix KB articles are HTML content entries with category assignments and optional service associations. We extract each article as structured HTML with its title, body, summary, and metadata. Salesforce Knowledge requires pre-defined Article Types and Data Category Groups before article import. We create the destination Article Type schema, extract articles in bulk, transform HTML to Salesforce's article body format, and assign Data Categories matching the TeamDynamix category hierarchy. Deeply nested hierarchies may require flattening to two or three category levels.

TeamDynamix KB category trees map to Salesforce Data Category Groups and Data Categories. We preserve the parent-child hierarchy and map it to the destination Data Category model. If the TeamDynamix hierarchy exceeds Salesforce's two-level category assignment limit per article, we consolidate lower-level categories into tags or custom fields.

TeamDynamix Custom Attributes (typed fields: text, number, choice, date, user reference) attach to Tickets, Services, and other objects. We map each attribute to a Salesforce custom field of matching type. Choice fields require explicit option-list re-creation in Salesforce. User reference attributes resolve to Salesforce User lookups at migration time. We document every attribute mapping so the customer's admin can validate picklist values before production migration.

TeamDynamix Assets represent hardware and software inventory with CI relationship mappings. These map to Salesforce Asset records. CI dependency relationships (server-to-application, application-to-database) require a custom CMDB object in Salesforce (or the Field Service Management add-on) because Salesforce's native Asset does not model inter-asset dependency relationships. We preserve CI name, type, serial number, status, and linked Account as fields, and map dependency links to the custom CMDB object.

TeamDynamix user accounts including agent roles and group memberships map to Salesforce User records. We resolve by email address. Group memberships and role assignments are documented as a role hierarchy and Queue map for the customer's Salesforce admin to configure. Passwords and SSO tokens cannot migrate and require re-authentication post-migration. Inactive TeamDynamix users can be migrated as inactive Salesforce Users with a flag to avoid licensing confusion.

TeamDynamix Tags are flat label fields attachable to Tickets and other objects. We migrate tag values as-is. In Salesforce, tags with fewer than 150 distinct values become multi-select picklist custom fields on Case. Tags used for categorization or content classification map to Salesforce Topics with TopicAssignment records. The customer chooses the tagging strategy during scoping.

TeamDynamix Project Portfolio Management records include project metadata, time tracking, governance statuses, and dashboards. Salesforce does not have a native PPM module. We migrate project records as a custom Project object with fields for project name, status, owner, start date, and end date. Time tracking entries map to Task records with a custom project reference field. Dashboards and reporting do not migrate; we deliver a written project structure inventory for the customer's admin to rebuild in Salesforce Reports and Dashboards.