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
From: Dave Florek [mailto:dave.a.flo...@gmail.com]
Sent: Wednesday, April 27, 2016 2:09 PM
To: Parish, Brent <bpar...@cognex.com>
Subject: Re: [rt-users] Importing ticketing data into the RT SQL database
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.
On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent
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!
On Behalf Of Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
Subject: [rt-users] Importing ticketing data into the RT SQL database
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