Migrate from TriActive to Salesforce Service Cloud

TriActive Tickets map to Salesforce Case records. We map subject to Case.Subject, description to Case.Description, status to Case.Status, priority to Case.Priority, and assignee to Case.OwnerId via the User lookup resolution. TriActive's ticket ID is preserved in a custom field triactive_ticket_id__c for audit traceability. Custom Ticket Fields identified during discovery phase migrate as supplementary Case custom fields (__c suffix). Closed tickets preserve their original closed timestamp in Case.ClosedDate.

TriActive Customer records map to Salesforce Contact. We map name fields to Contact.FirstName and Contact.LastName, email to Contact.Email, phone to Contact.Phone, and address fields to Contact.MailingAddress. Contact is created before Case import so that the WhoId lookup on Case is satisfied at insert time. If TriActive stores customers without a split first/last name, we apply a name-splitting transform and flag any records with ambiguous splits for manual review.

TriActive Company records map to Salesforce Account. Company name maps to Account.Name and domain to Account.Website. We use the domain as a dedupe key during import. Account is created before Contact import so that the AccountId lookup on Contact is satisfied. If TriActive stores organizational hierarchy or parent-subsidiary relationships, those map to Account.ParentId.

TriActive Agent records map to Salesforce User. We resolve agents by email match against the destination org's User table. Any TriActive Agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision. Role assignments from TriActive (Admin, Agent, Supervisor) map to Salesforce Profile and Permission Set assignments that we document for the admin to apply post-migration.

TriActive Team structures map to Salesforce Queues. We create Queue records in the destination org for each TriActive team, add the corresponding Salesforce Users to QueueMembers, and map the routing rules to Salesforce Case Assignment Rules or Omni-Channel Flow. The team hierarchy depth is preserved as a written map for the admin to configure in Salesforce Setup.

Custom Ticket Fields discovered during the scoping phase migrate as Salesforce Case custom fields. We use the TriActive field name as the field label, derive the API name with __c suffix, and map the data type (text, number, date, dropdown) to the equivalent Salesforce field type. Custom fields are created in the destination org schema before any Case data loads.

TriActive conversation thread entries migrate to Salesforce EmailMessage records linked to the parent Case via WhatId. Internal notes and public replies are preserved as separate EmailMessage records with the isPrivate flag set accordingly. The thread timeline ordering is preserved using the CreatedDate from the original TriActive timestamp. Attachments referenced in conversations migrate as ContentDocumentLink records attached to the EmailMessage.

File attachments linked to Tickets migrate as Salesforce ContentDocument records. We retrieve the file binary from TriActive's storage (where accessible via manual export), upload to Salesforce via the REST API or Bulk API, and link to the parent Case or EmailMessage via ContentDocumentLink. Attachments stored outside TriActive's accessible storage are flagged for manual handling with a reference list delivered to the customer.

TriActive KB Articles migrate to Salesforce Lightning Knowledge Article records. We map article title to ArticleTitle, body content to ArticleBody (HTML), and publication status to ArticleStatus. If TriActive articles use a structured template (Q&A, How-to, Troubleshooting), we map that to the Salesforce article type. Articles are imported as draft versions and the customer publishes them post-migration to avoid exposing incomplete content to end users.

TriActive KB Categories migrate to Salesforce Data Category Group and Data Category structures. We map the category hierarchy (parent categories and subcategories) to Salesforce's category tree. Article-to-category assignments migrate as DataCategoryGroupAssignment records linking each Knowledge Article to its destination category. The customer configures the Data Category Group in Salesforce Setup before migration runs.