Migrate from Xurrent to HubSpot Service Hub

Xurrent Requests map 1:1 to HubSpot Service Hub Tickets. Subject, description, status, priority, requester email, and assignee resolve from Xurrent Requester to HubSpot Contact by email lookup. Request custom fields map to HubSpot Ticket custom properties. The Xurrent service assignment becomes a HubSpot Company association or a custom Ticket field source_service__c if the customer needs the service boundary preserved in HubSpot's flat ticket model.

Xurrent IMR Incidents map to HubSpot Tickets with a custom picklist field ticket_type__c set to 'Incident'. Incidents carry linked responders, on-call schedule references, and timeline events that do not have direct HubSpot equivalents. We map incident responder assignments to Ticket assignees, incident status to Ticket status, and flag the on-call schedule reference in the migration manifest for the customer's admin to rebuild in HubSpot's notification settings.

Xurrent Problems (root cause records linked to multiple Incidents) map to HubSpot Tickets with ticket_type__c set to 'Problem'. The problem-incident linkage graph migrates as custom Ticket fields: primary_incident_id__c and related_incident_ids__c (multi-select). This preserves the causal relationship without requiring a separate Problem object that HubSpot does not natively support.

Xurrent Services in the service catalog map to HubSpot Company records. Service name becomes Company name, and the multi-tenant service boundary is preserved by associating all migrated Tickets to the corresponding Company via the Company Association API. If the customer has a flat Xurrent instance with one default service, we create a single Company record as the default association for all Tickets.

Xurrent Knowledge Articles migrate to HubSpot Knowledge Base articles. Article title, body content, category, and visibility settings map to HubSpot article name, body (HTML), category, and article availability (public, members-only, or gated by Company). We flag which Xurrent Services the article is visible to and encode that as Company-gated availability in HubSpot if the customer's article strategy uses gated content.

File attachments on Xurrent Requests, Incidents, and Knowledge Articles migrate as HubSpot Files attached to the corresponding Ticket or Knowledge Base article via the file upload API. Large attachment volume (over 1 GB total) may require chunked migration with blob storage staging. We preserve the original filename, MIME type, and parent record association.

Xurrent Escalation Policies define multi-step notification sequences (who, which channel, after how long). These are structured configuration rather than data records. We export the full policy structure — step order, conditions, notification channels, assignee rules, and time delays — as a JSON reference document. HubSpot has no native equivalent escalation chain engine; the customer rebuilds using HubSpot Workflows with time delays and notification actions or a third-party alerting integration.

Xurrent Playbooks automate incident response steps and link to Knowledge Articles. We export the playbook structure including step order, conditional logic, assignee rules, and linked article references. HubSpot Service Hub Enterprise includes Playbooks as a standard feature; we provide a step-by-step rebuild guide mapping each Xurrent Playbook step to a HubSpot Playbook task with the original article links preserved.

Xurrent On-Call Schedules define rotation order and coverage windows for incident responders. We export schedule configurations and rotation sequences as a structured document. HubSpot Service Hub does not have a native on-call scheduling engine; the customer typically uses a dedicated tool (PagerDuty, Opsgenie, or a shared calendar) for rotation management post-migration.

Xurrent SLA Policies define response and resolution times tied to priority levels and Services. We export the SLA definitions including priority thresholds, first response targets, and resolution targets as structured records. HubSpot Service Hub Enterprise supports Conditional SLA Policies tied to ticket priority and team. We map each Xurrent SLA to a HubSpot SLA Policy and flag any priority-to-SLA mapping changes required to align with HubSpot's conditional logic model.

Xurrent custom fields on Requests, Incidents, and Problems map to HubSpot Ticket custom properties. We perform type compatibility review during schema design: Xurrent dropdown fields map to HubSpot single-select or multi-select; text fields map to single-line or multi-line text; date fields map to date picker; numeric fields map to number fields. Any Xurrent custom field without a direct HubSpot equivalent becomes a text field or multi-select with the original values preserved as strings.

Xurrent Changes (with risk assessment, approval chains, and implementation plans) map to HubSpot Tickets with a custom picklist field ticket_type__c set to 'Change'. Approval workflow configuration does not migrate — we export the approval chain definitions as a written reference document for the customer's admin to rebuild using HubSpot's Power Automate integration or a custom approval app if the ticket approval lifecycle is critical to operations.