Convert Other Ticketing System DB to RT?

RT Users
1

All,

I am wondering if anyone has successfully converted a database from another
ticketing system to RT. I found a thread from 2008 about OTRS (
Carbon60: Cloud Consulting - Services and Solutions) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike

2

Forgot to mention that we’re using RT 3.8.9On Thu, Aug 4, 2011 at 5:12 PM, Michael Steen michael.steen@livetext.comwrote:

All,

I am wondering if anyone has successfully converted a database from another
ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike

3

Michael,

Several years ago we needed to convert some tickets from a “home” ticket
system to RT. We did it via a perl program using the API. I’d have to search
some of my old archives to find it, if you are interested.

Kenn
LBNLOn Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.steen@livetext.comwrote:

All,

I am wondering if anyone has successfully converted a database from another
ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike

2011 Training: http://bestpractical.com/services/training.html

4

Kenn,

Anything that you can find would be appreciated.

Thanks,

MikeOn Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Michael,

Several years ago we needed to convert some tickets from a “home” ticket
system to RT. We did it via a perl program using the API. I’d have to search
some of my old archives to find it, if you are interested.

Kenn
LBNL

On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.steen@livetext.comwrote:

All,

I am wondering if anyone has successfully converted a database from
another ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike

2011 Training: http://bestpractical.com/services/training.html

2011 Training: http://bestpractical.com/services/training.html

5

Kenn,

Anything that you can find would be appreciated.

Thanks,

MikeOn Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Michael,

Several years ago we needed to convert some tickets from a “home” ticket
system to RT. We did it via a perl program using the API. I’d have to search
some of my old archives to find it, if you are interested.

Kenn
LBNL

On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.steen@livetext.comwrote:

All,

I am wondering if anyone has successfully converted a database from
another ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike

2011 Training: http://bestpractical.com/services/training.html

2011 Training: http://bestpractical.com/services/training.html

6

We just left the old one behind for reference in case we needed it, and moved over all active tickets to the new system.

-MarkFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Michael Steen
Sent: Thursday, August 04, 2011 7:29 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Convert Other Ticketing System DB to RT?

Kenn,

Anything that you can find would be appreciated.

Thanks,

Mike

7

What database access do you have to those older tickets and what type of database is it? Mine was a homebrew asp app with access db. I created a page in asp that queried the db and wrote the page to look like the offline tool. So I turned off all email notification and then ran through about 15000 tickets in the offline tool. I broke it up in 5000 chunks. I would be happy to share what I created if it is helpful.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Michael Steen
Sent: Thursday, August 04, 2011 6:12 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Convert Other Ticketing System DB to RT?

All,

I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS (Carbon60: Cloud Consulting - Services and Solutions) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT.

In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven’t found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I’d like to avoid wasted effort if it’s not worth it in the long run.

Thanks,

Mike

8

Michael,

Sorry for the delay. Went on vacation and when I got back I had a list of a
zillion things to do and they were all emergencies. Like “which rush job do
you want me to rush ahead of which rush job?” kind of thing.

Anyway, attached is the perl program that we had written (I sure couldn’t do
it. I’m a perl dummy. Just ask Kevin or Ruslan) to convert a flat file (from
a legacy DB ticket system) into the RT system. Obviously, you will have
different fields, etc. but the logic should be helpful. Weused the RT API to
get the records into RT.

Hope this helps.

Kenn
LBNLOn Thu, Aug 4, 2011 at 7:33 PM, Jason Ledford jledford@biltmore.com wrote:

What database access do you have to those older tickets and what type of
database is it? Mine was a homebrew asp app with access db. I created a
page in asp that queried the db and wrote the page to look like the offline
tool. So I turned off all email notification and then ran through about
15000 tickets in the offline tool. I broke it up in 5000 chunks. I would
be happy to share what I created if it is helpful.****

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Michael Steen
Sent: Thursday, August 04, 2011 6:12 PM

To: rt-users@lists.bestpractical.com
Subject: [rt-users] Convert Other Ticketing System DB to RT?****

All,

I am wondering if anyone has successfully converted a database from another
ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.

In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven’t found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I’d like to avoid wasted effort if it’s not worth it in
the long run.

Thanks,

Mike****

2011 Training: http://bestpractical.com/services/training.html

RT HR Conversion pgm.txt (10.6 KB)