Greetings,
We’ve got a spreadsheet (hand-produced, not created by RT) that has a
number of projects which we would like to convert into RT tickets. I’ve
searched the RT users mailing list to see if anyone has attempted
something like this, and I have found a few messages where people
suggest using the “offline” feature in RT. However, I haven’t been able
to find any documentation on how to make use of this feature. Can anyone
give me some pointers on either where to look for more detailed
information, or suggestions on another way to get Excel data into RT?
Thanks,
Peter
I found Request Tracker Wiki as a good
source for the format you are looking for, it gives a list of Acceptable
fields.
You’ll have to parse the Excel data somehow. When I did it I took a
flatfile and imported into a database table, then wrote a query that output
the correct format.
Once you have the format you can use the “Offline” feature in RT. Make
sure you turn off the RT mail server before starting the import, otherwise
all of the ticket requestors will get mail sent to them.
Basically the format for using the “Offline” feature is :
===Create-Ticket: (basically here I just used a sequential
number, it doesn’t relate to the RT ticket #)
Queue: <RT_Queue name> (you can leave this out and identify the queue on
the Offline screen if they’re all going to the same queue)
Requestor :
… (here you can add whatever other items you want to populated (Owner,
Status, CustomField-<id#>, etc…whatever you see in the "Acceptable fields
" from the document)
Content-Type: text/plain
Content:
ENDOFCONTENT
Steve
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I found
Request Tracker Wiki as a good
source for the format you are looking for, it gives a list of
Acceptable
fields.
Cool, this provides some direction. One thing I haven’t been able to
glean is whether it is possible to include CustomFields in such a
template… Is this possible?
CustomField-<id#>:
To find the custom field id# you can go to the Configuration->Custom Fields
pages, and hover over the custom field to see the link in the status bar or
right-click to view the link properties. The # at the end is your id#!
e.g.
===Create-Ticket: 3466
Queue: Phone Requests
Status: open
Started: 01-SEP-06
Owner: mr_telephone_guy
Requestor: myname@foo-bar.com
InitialPriority: 80
CustomField-41: 1-800-555-0000
CustomField-2: Voip
CustomField-1: Marketing_Group
ContentType: text/plain
I need a phone and I need it now!
ENDOFCONTENT
Steve
http:///Admin/CustomFields/Modify.html?id=3
Peter Wood wrote:
Greetings,
We’ve got a spreadsheet (hand-produced, not created by RT) that has a
number of projects which we would like to convert into RT tickets. I’ve
searched the RT users mailing list to see if anyone has attempted
something like this, and I have found a few messages where people
suggest using the “offline” feature in RT. However, I haven’t been able
to find any documentation on how to make use of this feature. Can anyone
give me some pointers on either where to look for more detailed
information, or suggestions on another way to get Excel data into RT?
With a bit of coaxing, the “tools - off line” item from RT’s main menu,
will take a tab-separated spreadsheet in the same format as RT’s “export
to spreadsheet” search result functionality.
signature.asc (189 Bytes)
Jesse et al:
With a bit of coaxing, the “tools - off line” item from RT’s
main menu,
will take a tab-separated spreadsheet in the same format as
RT’s “export
to spreadsheet” search result functionality.
Since the spreadsheet I have is in a proprietary format, I wrote a Perl
script that would take a TSV export of the spreadsheet, map its fields
into fields that are usable in RT (I did have to create some custom
fields), and then export it into the format used by RT’s offline import
feature. It seems to work pretty well.
Peter