There is no practical answer to give via this mailing list. Is it possible? Maybe, but not trivial. You really should look at the schema of OTRS to determine the answer for your situation.
For instance, you'll need state, queue, user_id, customerUserId, customerId, ticket number, and subject, and another several fields for the ticket table Then you'll need articles and relevant required fields for the body of your tickets and any followups and make sure they match with the ticket.id of the ticket you create, plus any timestamps... You won't get history unless you build it. the tickets may throw random errors for fields you didn't match. The customers and agents must be established before import. In theory, you could get away with a reasonably minimal import, but expect errors on the old data. On Wed, Apr 17, 2013 at 12:45 PM, Parag Bhalerao < parag.bhale...@cybertech.com> wrote: > Thanks Susan, > > The old system is home grown, so I can export the data in whatever format > that OTRS accepts. I want to know how the import would work and what the > limitations are. > > > - In which form can your old system export? - I can export and make it > match OTRS supported import format > - Which OTRS fields need to be populated in a way that you can > reference them later? - As many as possible. Definitely time stamps > - Do you need to keep ticket numbers intact? Yes, if possible > - How's the relationship between old and OTRS ticket numbers? - No > relationship. If I can import tickets, I can retire old system. > > > GoodWills > > Parag Bhalerao > > > -----Original Message----- > From: otrs-boun...@otrs.org > [mailto:otrs-boun...@otrs.org<otrs-boun...@otrs.org>] > On Behalf Of Susan Dittmar > Sent: Wednesday, April 17, 2013 11:33 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Migrating Tickets to OTRS > > Parag Bhalerao schrieb: > > Is there a way to import tickets > > from other system to OTRS? If so, how to go about it? > > Whether there's a way or not depends strongly on the system from which you > want to import, and on how detailed the information fed into OTRS should > be. In which form can your old system export? Which OTRS fields need to be > populated in a way that you can reference them later? Do you need to keep > ticket numbers intact, and how's the relationship between old and OTRS > ticket numbers? > > A lot of questions, and it's just the beginning, just what comes to my > mind in the first seconds after reading your mail. Without more detailed > problem description I doubt anyone can give you much help. > > Susan > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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