Import from Old System and Set Resolved Date

RT Users
1

Let me rephrase the question and change the subject. How can I migrate my old work orders from an old system and set the resolved date? When I do this with the offline tool, even though it has the resolved field for me to fill out, it ignores that and sets the date to now(). Is there any other way to import from another system where I can accuratly set that date?From: Jason Ledford
Sent: Wednesday, July 13, 2011 7:12 AM
To: rt-users@lists.bestpractical.com
Subject: Re: imports with the offline tool not taking resolved date

Sorry, I know this is an older email Carbon60: Cloud Consulting - Services and Solutions
but I am trying to do this and have a question about what the last person suggests. I can’t find that code in the CreateTicket code like suggested, I am sure I just don’t know what I am looking at. Using RT 3.8.9.

Thanks for any help.

2

Jason,

If you’re using the API and you are setting the status to resolved, then RT
is going to set that date to now. What I recommend is creating a Custom Date
Field and putting your original resolved date into that and then after
conversion, run some SQL that will change the resolved date (don’t forget to
include the “To” date in the TRANSACTION Record) to the value in that Custom
Field.

That’s the best idea I have. Hope it helps.

Kenn
LBNLOn Fri, Jul 15, 2011 at 3:40 AM, Jason Ledford jledford@biltmore.comwrote:

Let me rephrase the question and change the subject. How can I migrate my
old work orders from an old system and set the resolved date? When I do
this with the offline tool, even though it has the resolved field for me to
fill out, it ignores that and sets the date to now(). Is there any other
way to import from another system where I can accuratly set that date?

From: Jason Ledford
Sent: Wednesday, July 13, 2011 7:12 AM
To: rt-users@lists.bestpractical.com
Subject: Re: imports with the offline tool not taking resolved date

Sorry, I know this is an older email
Carbon60: Managed Cloud Services
but I am trying to do this and have a question about what the last person
suggests. I can’t find that code in the CreateTicket code like suggested, I
am sure I just don’t know what I am looking at. Using RT 3.8.9.

Thanks for any help.

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

3

That’s not a bad idea, and I ended up importing my ~17000 tickets and imported the resolved date into the starts date, and then in phpmyadmin I did
update Tickets set Resolved = Starts where Queue = ‘4’

Now my question is can I now move all the tickets with?
update Tickets set Queue = ‘3’ where Queue = '4’From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Friday, July 15, 2011 12:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Import from Old System and Set Resolved Date

Jason,

If you’re using the API and you are setting the status to resolved, then RT is going to set that date to now. What I recommend is creating a Custom Date Field and putting your original resolved date into that and then after conversion, run some SQL that will change the resolved date (don’t forget to include the “To” date in the TRANSACTION Record) to the value in that Custom Field.

That’s the best idea I have. Hope it helps.

Kenn
LBNL

4

Now my question is can I now move all the tickets with?

update Tickets set Queue = ‘3’ where Queue = ‘4’

Note that won’t record a transaction in each ticket’s history.

Thomas

5

As long as that’s the only implication I think I can live with that. These are all resolved tickets and I am importing for historical reasons.

Thanks for the help.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Sunday, July 17, 2011 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Import from Old System and Set Resolved Date

On 07/16/2011 02:44 PM, Jason Ledford wrote:

Now my question is can I now move all the tickets with?

update Tickets set Queue = ‘3’ where Queue = ‘4’

Note that won’t record a transaction in each ticket’s history.

Thomas

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

6

Jason,

I think that would work fine. Like Thomas said, you won’t see any Queue
change in the ticket history.

Kenn
LBNLOn Sun, Jul 17, 2011 at 8:33 AM, Jason Ledford jledford@biltmore.comwrote:

As long as that’s the only implication I think I can live with that. These
are all resolved tickets and I am importing for historical reasons.

Thanks for the help.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Sunday, July 17, 2011 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Import from Old System and Set Resolved Date

On 07/16/2011 02:44 PM, Jason Ledford wrote:

Now my question is can I now move all the tickets with?

update Tickets set Queue = ‘3’ where Queue = ‘4’

Note that won’t record a transaction in each ticket’s history.

Thomas

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

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