Re: [otrs] Migrating Tickets to OTRS
Hi there, We did something similar, by keeping it simple. No need for looking at export/import formats, just send them as e-mails, otrs know how to handle that. - Identify fields and states in your home grown system that you want to be available in OTRS. - Export old tickets in whatever format you like. - Create a simple script that sends e-mails to OTRS with your identified fields *in addition* to the original content. So, in addition to the original ticket just placed in the body of a new e-mail, we also added something like this to the top of the e-mail: OLD_State: state OLD_Customer: customer OLD_Queue: queue And then we added postmaster filters in OTRS to match on those fields and from them set the state, customer, queue and whatever. So after the e-mails arrive in OTRS, they're sorted correctly and old tickets are closed. We're now able to search and browse the old content, and have the necessary fields filled. After the import, simply delete the postmaster filters again. -- /Sune T. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Parag Bhalerao Sent: 17. april 2013 18:46 To: s.ditt...@eureca.de; User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS 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] 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
Re: [otrs] Migrating Tickets to OTRS
Sounds logical and simple. Will try and let you know. Many thanks... GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune T. Tougaard Sent: Thursday, April 18, 2013 3:52 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Hi there, We did something similar, by keeping it simple. No need for looking at export/import formats, just send them as e-mails, otrs know how to handle that. - Identify fields and states in your home grown system that you want to be available in OTRS. - Export old tickets in whatever format you like. - Create a simple script that sends e-mails to OTRS with your identified fields *in addition* to the original content. So, in addition to the original ticket just placed in the body of a new e-mail, we also added something like this to the top of the e-mail: OLD_State: state OLD_Customer: customer OLD_Queue: queue And then we added postmaster filters in OTRS to match on those fields and from them set the state, customer, queue and whatever. So after the e-mails arrive in OTRS, they're sorted correctly and old tickets are closed. We're now able to search and browse the old content, and have the necessary fields filled. After the import, simply delete the postmaster filters again. -- /Sune T. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Parag Bhalerao Sent: 17. april 2013 18:46 To: s.ditt...@eureca.de; User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS 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] 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 - 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
Re: [otrs] Migrating Tickets to OTRS
You asked the same question a week ago. I think reposting the same question is frowned upon. On Wed, Apr 17, 2013 at 6:11 PM, Parag Bhalerao parag.bhale...@cybertech.com wrote: Hello Team, ** ** We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? ** ** GoodWills Parag Bhalerao ** ** - 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
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
Re: [otrs] Migrating Tickets to OTRS
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] 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
Re: [otrs] Migrating Tickets to OTRS
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.orgotrs-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 - 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
Re: [otrs] Migrating Tickets to OTRS
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. Unless you're prepared to do a lot of internal database manipulation, and you REALLY understand the OTRS database schema, I'd do the following: 1) Leave the existing system up, but force it into a read-only mode so that new entries cannot be made. 2) In OTRS, open new tickets to correspond with the old system tickets, with the entire new ticket content being a URL pointing to the entry in the old system. The easiest way to do that is probably to forge incoming emails to OTRS with the old ticket information (write a script to fake up a SMTP message and inject it into the incoming message queue in OTRS. Do not include headers that would generate outbound emails to the original ticket initiators). 3) Edit the database entries to have the date information from the old tickets (ie, let OTRS create all the new ticket structure entries, then alter them to reflect the dates from the old system.) 4) Start creating all your new tickets in the new OTRS. 5) Aggressively expire the information in the old system. You shouldn't keep that stuff forever anyway, and if there are specific items, develop a strategy for extracting the important problem cause data into OTRS and expire the old information. Otherwise, you're facing writing a custom import tool. I doubt your old entries look enough like OTRS entries that any generic import tool will be possible. - 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
