Migrate from SolarWinds Service Desk to Dixa

MIGRATION OVERVIEW

Why teams migrate from SolarWinds Service Desk to Dixa

The core problem

Migrating from SolarWinds Service Desk (SWSD) to Dixa is a structural transformation rather than a like-for-like platform swap — there is no native migration path between the two systems. SWSD is built on an ITIL-centric relational data model anchored by Incidents, Problems, Changes, CMDB assets, and approval workflows, while Dixa is a conversation-first omnichannel routing engine whose core object is the Conversation. Only SWSD Incidents and their associated comments have a meaningful mapping target in Dixa; Problems, Changes, Releases, Assets, and Service Catalog items have no Dixa equivalent and must be archived externally. Custom ETL scripting is required to extract data via the SWSD REST API, transform the relational incident schema into Dixa's linear conversation format, pre-provision users and agents in Dixa, and handle attachment re-hosting before submission to Dixa's import endpoint.

Why this matters for your migration

KEY CHALLENGES

What makes this migration complex

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

Most Critical

ITIL-to-Conversation Model Flattening

SWSD's relational incident structure — including problem-incident links, change associations, and multi-stage approval states — must be collapsed into Dixa's linear, chronological conversation thread with no support for relational object references.

Blocks all downstream imports if mapped wrong

Irrecoverable ITSM Object Loss

Problems, Changes, Releases, CMDB records, and Service Catalog items have zero equivalents in Dixa and cannot be imported, requiring external archival before cutover to prevent permanent data loss.

Expiring Attachment Pre-Signed URLs

SWSD serves attachments via AWS S3 pre-signed URLs that expire within approximately 60 minutes of generation, requiring attachments to be downloaded and re-hosted to persistent storage during the same extraction pass as incident data.

No Dixa Import Idempotency

Dixa's import endpoint has no idempotency mechanism, meaning any duplicate submission — caused by script retries or failed partial runs — will create duplicate conversations that must be identified and deleted manually.

Strict Agent and User Pre-Provisioning Dependency

All Dixa end users and agents must be created via API or SCIM before conversation import begins, because Dixa's import payload requires valid Dixa-side user IDs that cannot be resolved at import time against SWSD identifiers.

Base64 Inline Image Reprocessing

SWSD incident descriptions and comments may contain inline images as base64-encoded data URIs, which Dixa does not decode in message bodies and which must be individually extracted, uploaded to persistent storage, and replaced with public URLs before import.

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 Dixa and built proven solutions for each one.

High complexity

Attachments

Pre-signed S3 URLs expire within ~60 minutes of extraction, making attachments the most operationally fragile entity and requiring a same-pass download-and-rehost strategy to avoid mass HTTP 403 failures.

Solved
Problems

Problems have no Dixa equivalent and cannot be imported; all problem records including linked incident associations must be archived to an external system before cutover or the data is permanently inaccessible in the new platform.

Solved
Changes / CMDB / Assets

Changes, Releases, CMDB records, and Asset lifecycle data are entirely out of scope for Dixa import and represent a hard capability gap requiring external archival or a parallel ITSM system if this data must remain accessible.

Solved
SLA Policies and Automations

SWSD SLA policies and automation rules have no import path into Dixa and must be fully rebuilt manually as Dixa SLAs and Flows respectively, with no tooling support to accelerate the rebuild.

Solved

Custom engineering

Incidents

Incidents are the only SWSD object with a direct Dixa equivalent, but transformation complexity is significant due to status mapping, custom field flattening, and the requirement to sequence users and agents before import.

Handled
Comments / Messages

Public comments map to inbound/outbound messages and private comments to internal notes, but inline base64 images and HTML formatting require additional parse-and-rehost processing before submission.

Handled
Agents / Technicians

Agents must be provisioned in Dixa manually or via SCIM before migration begins and cannot be bulk-imported through the conversation import API, creating a blocking dependency for large agent rosters.

Handled
Custom Fields

SWSD supports multi-level dropdown custom fields that must be flattened into Dixa's single-level custom attributes, requiring schema redesign and potential data loss for hierarchical field values.

Handled
Categories

SWSD's hierarchical category tree has no structural equivalent in Dixa and must be denormalized and flattened into free-form tags, which may lose parent-child classification context.

Handled

Clean transfer

Users / End Users

Users map cleanly to Dixa end users via the POST /v1/endusers endpoint, though deduplication logic is required to prevent creating multiple Dixa end user records for the same email address.

Clean

What Our Customers Say

Real migration stories

Direct Review

“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”

Reviewed on G2

“The ease of the process and that ClonePartner was informing me what was going on at every step. If you're on the fence, do it. ClonePartner are great!”

Direct Review

“They were SO helpful. We had a few hiccups because our migration was in the middle of the process, but they were really flexible and did multiple delta migrations for us. We were able to map a lot of our old ticket data so it's usable for comparisons in the future.”

Direct Review

“Overall a great experience. We had to go back a few times to get everything just right, which was totally expected. The transition was smooth, and there was no data loss.”

Direct Review

“One of the easiest migrations I've ever been through. The team took care of everything — all our data, customer interactions and macros. The process was clear, straightforward and we felt supported all the way. An absolutely seamless experience for our support team and our customers.”

See all customer stories →

CUSTOM MIGRATION

Fully customizable engineer-led migration

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

Migration Filters

Data Types

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 Dixa 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

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.

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.

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.

Full Migration

2 days · ClonePartner

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

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.

Pros and cons of different migration options

Choosing the right approach is key because migrating from SolarWinds Service Desk to Dixa 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:

Speed of automation for bulk record migration
Precision of engineers verifying integrity and business logic
Pilot migrations and sandbox testing to catch issues early
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 Dixa 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:

Field mapping and transformation
Pagination, rate-limit handling, and throttling
Preserving conversation threads, attachments, and internal notes
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:

100% record-count parity between your SolarWinds Service Desk data and Dixa
Zero downtime during staged cutovers
99.9% attachment integrity (verified via checksum)
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 Dixa 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:

Custom fields, ticket forms, and workflows
Multi-brand or multi-language setups
Historical imports and partial (date-based) migrations
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 Dixa. Can't find what you're looking for? Talk to our team.

Can you migrate SolarWinds Service Desk data to Dixa?

Yes, but only incidents and their comments map to Dixa conversations. SWSD problems, changes, releases, assets, and CMDB records have no Dixa equivalent and must be archived separately. The migration uses the SWSD REST API for extraction and Dixa's POST /v1/conversations/import endpoint for loading.

What Dixa plan do I need for API-based migration?

Dixa API access is only available on the Ultimate ($169/user/month) or Prime plans. The Growth plan does not include API access. Confirm your contract includes it before building any migration scripts.

How do I preserve original ticket creation dates in Dixa?

Pass the original SWSD created_at timestamps into the Dixa import payload. Test on a small batch first — if timestamps aren't preserved, all imported conversations will show the import date instead of the original date, destroying historical reporting.

How long does a SolarWinds Service Desk to Dixa migration take?

A typical migration takes 2–5 weeks for 50,000–150,000 incidents, including data mapping, test migrations, and cutover. Smaller datasets under 10,000 incidents can be completed in 1–2 weeks. The largest time sinks are rebuilding automations as Dixa Flows and archiving ITSM objects.

What SolarWinds Service Desk objects cannot be migrated to Dixa?

Problems, changes, releases, assets, CMDB records, service catalog items, approval workflows, and knowledge base articles cannot be migrated. SLA policies and automations must be rebuilt manually. Only incidents with their comments and attachments map to Dixa conversations.

How long does the SolarWinds Service Desk to Dixa 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 Dixa?

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→Dixa migration.

Contact our team

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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.

Migrate from SolarWinds Service Desk to Dixa with precision & ease

Why teams migrate from SolarWinds Service Desk to Dixa