Ingest csv, xls or xml to create, modify or resolve tickets

RT Users
1

Hi,

Has anyone had to use csv,xml,plain or xls files and then ingest them into RT to Create, Change or delete I ask the question because there is no point in re-inventing the wheel if something has already been written that can be shared.

Regards Simon

2

Simon;

Do you mean something similar to :
Tools->Offline ??

Roy

Simon Dray wrote:

3

Roy

This looks like a possibility many thanks for the prompt response, do you know if it is documented anywhere in full I guess probably in the Docs. Is it possible to RT command line to ingest the file as I want to automate the whole process i.e a file get delivered to my RT server and at a given time a cronjob run the ingest process and then generates a report of what was done, bit more complex than my post indicated I know.

Best regards SimonFrom: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: 21 May 2009 11:31
To: Simon Dray
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Simon;

Do you mean something similar to :
Tools->Offline ??

Roy

Simon Dray wrote:

Hi,

Has anyone had to use csv,xml,plain or xls files and then ingest them
into RT to Create, Change or delete I ask the question because there
is no point in re-inventing the wheel if something has already been
written that can be shared.

Regards Simon

4

You can deliver using web request with credentials of an user.On Thu, May 21, 2009 at 2:48 PM, Simon Dray Simon.Dray@antplc.com wrote:

Roy

This looks like a possibility many thanks for the prompt response, do you know if it is documented anywhere in full I guess probably in the Docs. Is it possible to RT command line to ingest the file as I want to automate the whole process i.e a file get delivered to my RT server and at a given time a cronjob run the ingest process and then generates a report of what was done, bit more complex than my post indicated I know.

Best regards Simon

-----Original Message-----
From: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: 21 May 2009 11:31
To: Simon Dray
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Simon;

Do you mean something similar to :
Tools->Offline ??

Roy

Simon Dray wrote:

Hi,

Has anyone had to use csv,xml,plain or xls files and then ingest them
into RT to Create, Change or delete I ask the question because there
is no point in re-inventing the wheel if something has already been
written that can be shared.

Regards Simon

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

5

Hi

Is there a list anywhere of the command types for OFFLINE such as === Update-Ticket etc also UpdateType etc

I really need as much information as possible to try and construct the file for ingesting into RT, I have three basic functions which are Create, Change or resolve

Any help much appreciated

Simon

6

Hi Simon;

Referring to your email yesterday, I think you are better off either
using the api or web request (rt_cli and REST) as Ruz have suggested to
you …
My preferred method is using the api (this what I typically use for
scheduled bulk create/update etc), and what I mean by api is a perl
script calling the appropriate lib/RT modules and functions which you
start by cron …

Roy

http://www.vialtus.com/disclaimer.html

Simon Dray wrote:

7

Your question is very vague, but maybe

http://wiki.bestpractical.com/view/OfflineEdits

would be of interest. It can also accept CSV,
but you’re better off using the long form text I think.
Cambridge Energy Alliance: Save money. Save the planet.