Re: [rt-users] Importing ticketing data into the RT SQL database
Le 27/04/2016 18:30, Dave Florek a écrit : > Hi, > > I'm about to import a large amount of ticketing data into the RT SQL > database. I spotted three sections in the SQL db > (objectcustomfieldvalues, attachments, tickets) to import the data to. > Since I'm unfamiliar with the db backend, can I generate any of my own > set of identifiers as long as they aren't duplicate of the identifiers > that are already present in the SQL db? > > I strongly suggest to use the RT perl API by writting a script taht does sql in source DB and create tickets/users/rt objects using the RT API. Doing this with RT cli is possible but will be very slow will not allow you to skip some internal RT auto-et of values (such as Created date for transactions, tickets, ...). Here is an example script I did to import tickets from a third party DB (ICW) into RT. It's just an example as it was done for a one shot execution and very specific needs, but this way we imported more than 300k tickets with users/history/customfields. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com import-icw.pl Description: Perl program - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Importing ticketing data into the RT SQL database
Hi Dave Documentation can be found here: https://www.bestpractical.com/docs/rt/4.4/ Not sure which side you made the custom fields on? If you mean in the old system that you are importing into RT, it shouldn’t be an issue (not from the RT side I mean). RT has some fantastic support for custom fields. Some of the fields from the old systems that I exported (and imported into RT) went into stock/out-of-the-box RT fields (e.g. subject, date started, etc). Others went into custom fields I had created in RT for the import. These can be easily created and maintained via the RT web interface. The CLI interface supports data entry into RT custom fields, as do the REST and Command-by-mail interfaces. From: Dave Florek [mailto:dave.a.flo...@gmail.com] Sent: Wednesday, April 27, 2016 2:09 PM To: Parish, Brent <bpar...@cognex.com> Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Importing ticketing data into the RT SQL database Hi Brent, Thanks for the heads up. Does Best Practical keep any updated documentation on the RT CLI syntax somewhere as the RT versions change? I have the Essentials book and the Wikia has some useful information, but I'd like something that provides in-depth coverage. I made several custom fields, so I'm not sure how that would change the CLI inputs. This is going to be a fun expedition. Sincerely, Dave On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent <bpar...@cognex.com<mailto:bpar...@cognex.com>> wrote: Hi Dave I would strongly recommend against importing ticket data directly into the RT database, I sincerely doubt you will end up with anything usable! There are a myriad of internal references (very normalized table structure, as I’m sure you saw). There may be better ways to do it, but when I had to shift tickets from two different support tools into RT I wrote an importer to do it. The importer used RT’s command line interface to push the old systems into RT, one ticket at a time. That way, RT creates all the requisite references, objects, etc. As to adding your own fields to the RT database, I cannot answer that, sorry! - Brent From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>] On Behalf Of Dave Florek Sent: Wednesday, April 27, 2016 12:31 PM To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com> Subject: [rt-users] Importing ticketing data into the RT SQL database Hi, I'm about to import a large amount of ticketing data into the RT SQL database. I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, tickets) to import the data to. Since I'm unfamiliar with the db backend, can I generate any of my own set of identifiers as long as they aren't duplicate of the identifiers that are already present in the SQL db? Thanks in advance, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Importing ticketing data into the RT SQL database
Hi Dave I would strongly recommend against importing ticket data directly into the RT database, I sincerely doubt you will end up with anything usable! There are a myriad of internal references (very normalized table structure, as I’m sure you saw). There may be better ways to do it, but when I had to shift tickets from two different support tools into RT I wrote an importer to do it. The importer used RT’s command line interface to push the old systems into RT, one ticket at a time. That way, RT creates all the requisite references, objects, etc. As to adding your own fields to the RT database, I cannot answer that, sorry! - Brent From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dave Florek Sent: Wednesday, April 27, 2016 12:31 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Importing ticketing data into the RT SQL database Hi, I'm about to import a large amount of ticketing data into the RT SQL database. I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, tickets) to import the data to. Since I'm unfamiliar with the db backend, can I generate any of my own set of identifiers as long as they aren't duplicate of the identifiers that are already present in the SQL db? Thanks in advance, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Importing ticketing data into the RT SQL database
Hi, I'm about to import a large amount of ticketing data into the RT SQL database. I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, tickets) to import the data to. Since I'm unfamiliar with the db backend, can I generate any of my own set of identifiers as long as they aren't duplicate of the identifiers that are already present in the SQL db? Thanks in advance, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
