Migrate from SolarWinds Service Desk to Enchant with precision & ease

A seamless, customizable migration solution for moving your SolarWinds Service Desk data with perfect fidelity and minimal disruption.

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SolarWinds Service Desk
Enchant
MIGRATION OVERVIEW

Why teams migrate from SolarWinds Service Desk to Enchant

There is no native migration path from SolarWinds Service Desk to Enchant. SWSD is an ITIL-centric service management platform with incidents, problems, changes, assets, and a full CMDB, while Enchant is a conversation-first shared inbox with a single ticket type, no custom fields on tickets, and no asset or workflow equivalents. Migrating requires flattening SWSD's relational ITSM data model into Enchant's simplified schema via custom API-based extraction, transformation, and loading — with most ITSM-specific objects (problems, changes, assets, CMDB) either archived or abandoned entirely.
KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a SolarWinds Service Desk to Enchant migration.

Most Critical

Custom Fields Have No Equivalent

SWSD supports extensive custom fields on all object types, but Enchant exposes only a single customer summary text field and no custom fields on tickets via API, forcing all custom field data into ticket body notes or external archives.

ITSM Object Model Collapse

Incidents, service requests, problems, changes, and releases in SWSD must all be flattened into Enchant's single ticket type, requiring label-based differentiation and the permanent loss of relational links between ITSM object types.

Historical Import Is Read-Only

Enchant's managed historical import creates read-only records excluded from reports and live folders, so any tickets that agents need to continue working on post-cutover must be created as native tickets through the API.

Rate Limits Constrain Throughput

Enchant enforces a rate limit of 100 credits per minute with a burst limit of 6 requests per second, and SWSD limits API calls to 100 per minute on Essentials plans, making large-scale migrations time-intensive.

Attachment Re-Upload Complexity

Attachments must be downloaded from SWSD and re-uploaded to Enchant as base64-encoded payloads, with individual files over 10 MB requiring separate handling due to size limits.

Knowledge Base Has No Import API

Enchant provides no API for importing knowledge base articles, so SWSD articles must be manually recreated or transferred through a script-assisted copy-paste workflow with formatting adjustments.

COMPLETE COVERAGE

Intelligent Human-Verified Data Mapping

Our migration engineer precisely maps every data point from SolarWinds Service Desk to Enchant, ensuring perfect continuity for your customer support operations.

SolarWinds Service Desk
Enchant
Users
Customers
Solution Categories
Knowledge Base Categories
Solutions (Knowledge Base)
Knowledge Base Articles
Categories
Labels
SLA Policies
Not Available
Contracts
Not Available
Departments
Labels

Looking for more entity mappings?

Contact our team
MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from SolarWinds Service Desk to Enchant and built proven solutions for each one.

Migration Challenge ClonePartner Status
High Complexity —
Solved
Custom Fields
Enchant has no custom fields on tickets and only a single summary field on customers, so SWSD's typically 10–40 custom fields per instance must be serialized into notes, the customer summary, or archived externally.
Solved
Problems and Changes
Enchant has no equivalent objects for problems or changes, so these must either be converted into labeled tickets with significant metadata loss or archived outside the platform.
Solved
Assets and CMDB
Enchant has no asset management or CMDB functionality whatsoever, meaning all configuration items, dependency mappings, and asset records must remain in SWSD or be migrated to a separate system.
Solved
Knowledge Base Articles
Enchant has a built-in knowledge base but no import API, requiring manual recreation of all articles which becomes impractical for collections exceeding roughly 50 articles.
Solved
Custom Engineering —
Handled
Tickets (Incidents/Service Requests)
Incidents and service requests can be mapped to Enchant tickets via API, but all ITSM-specific metadata such as impact, urgency, and category hierarchies must be flattened or discarded.
Handled
Message/Comment History
Ticket comments can be migrated as messages within Enchant tickets via the API, but internal notes, audit logs, and approval chain metadata may not have direct equivalents.
Handled
Attachments
Attachments require downloading from SWSD and re-uploading as base64 to Enchant, with files over 10 MB needing separate handling and inline images requiring special attention.
Handled
SLA Configuration
SWSD's full SLA management with escalation rules and per-priority response/resolution targets must be simplified to Enchant's basic per-inbox response time targets, losing granular escalation logic.
Handled
Clean Transfer
Contacts (Requesters)
SWSD requesters map relatively cleanly to Enchant customers with contacts, and customers must be created before tickets to preserve relationships.
Clean
Agents (Users)
Active agents can be provisioned in Enchant directly, though role and permission models differ between the two platforms.
Clean
4 high-complexity solved
4 custom-engineered
2 clean transfers
CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from SolarWinds Service Desk to Enchant exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Conversation Type

Filter by chat, email, or social media conversations

Tag-Based Selection

Migrate tickets with specific tags only

User Selection

Migrate tickets for specific users or agents

Time Range

Migrate tickets from a specific time period

Data Types

Tickets & Conversations

Full conversation history with all metadata

Automations & Macros

Workflows, templates, and automation rules

Knowledge Base

Articles, categories, and help center content

Customer Profiles

Customer information and interaction history

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your SolarWinds Service Desk to Enchant migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+
Checklist ~3 days
Sample 1 day
Review ~2 days
Full 2 days
Delta 1 day
Your team ClonePartner

Estimated total

~9 business days

1

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

2

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

3

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

4

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Enchant, with real-time progress tracking and comprehensive logging.

5

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Timeline is an estimate. Actual duration depends on API rate limits, data complexity, and your team's availability.

Get an exact timeline

Complete Technical Guide

SolarWinds Service Desk to Enchant Migration: Technical Guide

SWSD-to-Enchant migration maps incidents to tickets via REST APIs. Enchant's 100 credits/min rate limit and lack of custom fields are the two biggest constraints to plan around.

30 min read

Read the guide

Pros and cons of different migration options

Choosing the right approach is key because migrating from SolarWinds Service Desk to Enchant isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria ClonePartner Automated Tools CSV Import In-house migration
Custom Scripting for complex data ✓ Engineers build & maintain ✗ No ⚠ Manual ✓ Yes – but costly
Sandbox & Pilot Migrations ✓ Full sandbox + pilot plans ⚠ Limited ✗ No ⚠ Often Informal
Manual validation & reconciliation ✓ Automated + manual QA ✗ No ✓ Yes (Manual) ✓ Heavy manual effort
Backup & rollback plan ✓ Robust procedures ✗ No ✗ No ⚠ Often incomplete
Handles automation and integrations ✓ Full support ⚠ Partial ✗ No ⚠ Possible but fragmented
Post-migration engineer support ✓ Dedicated engineers ✗ No ✗ No ⚠ Limited SLA
Adaptable to API changes ✓ Proactive adaptation ✗ No ⚠ Manual fixes ⚠ Slower response
Turnaround / SLA predictability ✓ Predictable SLAs ⚠ Fast but brittle ⚠ Slow and manual ⚠ Often slower
Data Security & Compliance ✓ High – enterprise grade ⚠ Medium (depends) ⚠ Low (manual) ⚠ Hidden gaps common
Pricing predictability ✓ Transparent & fixed ⚠ Low (per-job) ⚠ Low (manual hours) ⚠ High/variable OPEX
End-to-end project management ✓ Full E2E delivery & PM ✗ No ✗ No ⚠ Often partial
Business impact & opportunity cost ✓ No diversion of staff ✗ No ✗ No ⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

  1. Speed of automation for bulk record migration
  2. Precision of engineers verifying integrity and business logic
  3. Pilot migrations and sandbox testing to catch issues early
  4. Real-time validation reports and rollback readiness
Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The SolarWinds Service Desk and Enchant APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

  1. Field mapping and transformation
  2. Pagination, rate-limit handling, and throttling
  3. Preserving conversation threads, attachments, and internal notes
  4. Syncing custom fields, SLAs, and macros without breaking structure
Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

  1. 100% record-count parity between your SolarWinds Service Desk data and Enchant
  2. Zero downtime during staged cutovers
  3. 99.9% attachment integrity (verified via checksum)
  4. Full automation and preservation of all business rules
Our standard: Includes full SLA preservation and 48 hours of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure SolarWinds Service Desk or Enchant exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

  1. Custom fields, ticket forms, and workflows
  2. Multi-brand or multi-language setups
  3. Historical imports and partial (date-based) migrations
  4. Integration re-mapping for CRMs, chat, or feedback tools
The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from SolarWinds Service Desk to Enchant. Can't find what you're looking for? Talk to our team.

Can I migrate custom fields from SolarWinds Service Desk to Enchant?
No. Enchant's API does not support custom fields on tickets. The best workaround is to serialize custom field values into an internal note on each ticket, or store customer-level data in Enchant's customer summary field. Any data that doesn't fit must be archived externally.
Can agents keep working tickets after Enchant imports them?
Not via Enchant's documented historical import. Imported tickets are read-only, not visible in live folders, and excluded from reports. If agents need active-ticket continuity, you must create native Enchant tickets through the API or use a custom managed migration.
Does Enchant support importing tickets with original creation dates?
The Enchant API does not expose created_at as a writable field when creating tickets. Migrated tickets will show the import date. Work around this by including the original creation date in a metadata note or the ticket subject line.
What are Enchant's API rate limits for data migration?
Enchant enforces 100 credits per minute per account with a burst limit of 6 requests per second. At roughly 3-4 API calls per ticket, expect to migrate about 25-30 tickets per minute. A 10,000-ticket migration takes approximately 6 hours.
How long does a SolarWinds Service Desk to Enchant migration take?
For datasets under 10,000 tickets, expect 1-2 days including testing. Larger datasets (50,000+) may take 3-5 days due to Enchant's rate limits. Building and testing the migration script itself typically takes one engineer a few days for straightforward cases.
How long does the SolarWinds Service Desk to Enchant migration take?
Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.
Will my team lose access to SolarWinds Service Desk during the migration?
No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.
Will there be downtime when migrating from SolarWinds Service Desk to Enchant?
No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.
How do I validate that everything migrated correctly?
Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.
Do I need professional help for this migration?
While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.
Does ClonePartner provide guidance before committing?
Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your SolarWinds Service Desk→Enchant migration.

Contact our team

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Enchant Migration?

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Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.