Import data from another ticketing system

Hello,

I’m very new to RT and am hoping to replace our existing commercial help
desk ticketing software with RT. But, we’ve been using this other app for
almost four years and have 20,000+ tickets in it…I’d hate to walk away
from that history and am hoping to find a way to import it into RT.

I’m thinking something very simple - just import the requestor, specify the
queue and then the history of the ticket would be just one large comment in
RT and mark the ticket as resolved. It would be nice to be able to preserve
the date the ticket was originally created, but I think I’m already pushing
my luck. I’m not worried about keeping the ticket #'s consistent - I don’t
care if the RT ticket # doesn’t match the old system’s ticket #.

Has anyone done anything along these lines? I’m figuring that writing some
Perl to handle the import is the way to go, but I don’t know Perl at all, so
it would be quite a learning curve.

I’d appreciate any hints, tips, advice, warnings etc.

Thanks!

Steve

Hello,

I’m very new to RT and am hoping to replace our existing commercial help
desk ticketing software with RT. But, we’ve been using this other app for
almost four years and have 20,000+ tickets in it….I’d hate to walk away from
that history and am hoping to find a way to import it into RT.

What commercial help desk are you speaking of? It’s possible someone
else has created a migration tool already. I’ve inspected the
database that RT relies on, and I’m sure there are some straight
forward ways to import that data. AFAICT, the API allows you to hand
craft a new script to do just this. My advisement is be patient, and
keep a few backups of your existing RT setup on hand. Sure, you can
reinstall, but it’s easy enough to drop the database, recreate and
reimport from a previous backup if something goes awry.

Good luck! I’d like to know more about this myself. I have a
ticketing system I plan to do this with in the near future. (That
ticket system is from scratch as an inhouse tool however…)

Scott

I’m very new to RT and am hoping to replace our existing commercial help
desk ticketing software with RT. But, we’ve been using this other app
for
almost four years and have 20,000+ tickets in it…I’d hate to walk
away
from

that history and am hoping to find a way to import it into RT.

What commercial help desk are you speaking of? It’s possible someone
else has created a migration tool already. I’ve inspected the
database that RT relies on, and I’m sure there are some straight
forward ways to import that data. AFAICT, the API allows you to hand
craft a new script to do just this. My advisement is be patient, and
keep a few backups of your existing RT setup on hand. Sure, you can
reinstall, but it’s easy enough to drop the database, recreate and
reimport from a previous backup if something goes awry.

Good luck! I’d like to know more about this myself. I have a
ticketing system I plan to do this with in the near future. (That
ticket system is from scratch as an inhouse tool however…)

Sorry the response to this was so delayed…had to travel for work, so I’ve
been out of pocket…

To answer your questions, Scott, we’re using Helpstar v8.1 by Helpdesk
Technology. It’s not bad - but it’s Windows client, has too many features we
don’t use and doesn’t have some features we do need.

Next up is to see if I can extract the data from Helpstar in a format
useable to import in to RT. I’m fairly sure I can get it moved over to a
mySQL database on the same server as RT. Can anyone point me to some
resources on the RT cli? I’ve been all over the WIKI and have the Best
Practical Essentials, but I think I’m still missing the big picture…And,
any recommendations on “beginners PERL to access mySQL” would be
appreciated.

Lastly, assuming the worst (that I can’t get the data imported), is there a
way I can “seed” the first RT ticket #…if I can at least have my engineers
know that any ticket above 20000 is in RT and anything below is in Helpstar,
they’d at least know where to look.

Thanks!
Steve