We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is coming
along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting there,
just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the old
ticket date into RT.
We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing system
is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as we
can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database
magic? (I’m not a database wizard so we’d have to find someone for that lol)
The reason why I’m asking this is mainly to get some information about the
migration process before hand, such information would safe me allot of time
later on.
So any information that would point us in the right direction would be
helpful.
We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is coming
along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting there,
just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the old
ticket date into RT.
We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing system
is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as we
can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database
magic? (I’m not a database wizard so we’d have to find someone for that lol)
The reason why I’m asking this is mainly to get some information about the
migration process before hand, such information would safe me allot of time
later on.
So any information that would point us in the right direction would be
helpful.
Thanks in advance.
Best regards,
Bart
Hi Bart,
I would take a look at the Tools->Offline and see if you can generate
an appropriate text file for import from your CSV. I used that method
to create several thousand tickets at one shot.
I would have never looked at the Offline option lol, thought it was
something completely different, I’l have a go at that one!
I also just currently bumped into this commandline argument which might also
help me out in a similar way:
$ rt create -t ticket set subject=“urgent contact request” set queue=general
It’s an example which creates 1 ticket with 1 command, I could add some
extra values to it to complete the lot but it looks like the Offline option
does about the same in an easier format.
On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote:
Hi,
We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is
coming
along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting
there,
just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the
old
ticket date into RT.
We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing
system
is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as
we
can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some
database
magic? (I’m not a database wizard so we’d have to find someone for that
lol)
The reason why I’m asking this is mainly to get some information about
the
migration process before hand, such information would safe me allot of
time
later on.
So any information that would point us in the right direction would be
helpful.
Thanks in advance.
Best regards,
Bart
Hi Bart,
I would take a look at the Tools->Offline and see if you can generate
an appropriate text file for import from your CSV. I used that method
to create several thousand tickets at one shot.
The offline tool will help you create the tickets as Ken suggested , however if you are looking to include any of your old tickets history (correspondence / updates), then I would recommend you look into using perl script and the rt api.
We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is coming along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting there, just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the old ticket date into RT.
We have the ability to export all the current date to CSV format, keeping those fields that we feel are fit for RT. (the old/current ticketing system is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as we can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database magic? (I’m not a database wizard so we’d have to find someone for that lol)
The reason why I’m asking this is mainly to get some information about the migration process before hand, such information would safe me allot of time later on.
So any information that would point us in the right direction would be helpful.
I think I’ll have to use the RT api since we have some specific ideas on hoe
we want to implement the old data into RT which can\t be done using the
Offline tool.
I’m not that good with Perl (never tried so not sure where to look) but I’m
currently looking into maybe using bash with the RT command to see if I can
use the CSV file as an input in some way.
Either way, I think I’m going in the right direction. It will take some time
but when done right it will give us a nice migration
The offline tool will help you create the tickets as Ken suggested ,
however if you are looking to include any of your old tickets history
(correspondence / updates), then I would recommend you look into using perl
script and the rt api.
We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is coming
along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting there,
just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the old
ticket date into RT.
We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing system
is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as we
can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database
magic? (I’m not a database wizard so we’d have to find someone for that lol)
The reason why I’m asking this is mainly to get some information about the
migration process before hand, such information would safe me allot of time
later on.
So any information that would point us in the right direction would be
helpful.
Small update, after some playing around with the Offline page I think I’ll
go with that option.
We already did some testing and imported 900 tickets, it went pretty smooth
except for some field names that didn’t match the fields for RT (quote
problem, not too difficult to fix).
With a little Excel magic it’s quite easy to create a template that will
work with all the fields that we want to migrate over to RT.
The command line option is still a good one but so far the time required for
tinkering with the CSV file is allot less (for me at least) compared to the
time I’d need for writing a migration script.
I think I’ll have to use the RT api since we have some specific ideas on
hoe we want to implement the old data into RT which can\t be done using the
Offline tool.
I’m not that good with Perl (never tried so not sure where to look) but I’m
currently looking into maybe using bash with the RT command to see if I can
use the CSV file as an input in some way.
Either way, I think I’m going in the right direction. It will take some
time but when done right it will give us a nice migration
The offline tool will help you create the tickets as Ken suggested ,
however if you are looking to include any of your old tickets history
(correspondence / updates), then I would recommend you look into using perl
script and the rt api.
We are currently working on migrating to Request Tracker.
The step on which we are now is creating a proof of concept, this is
coming along pretty nicely.
With the O’Reilly book + mailing lists + wiki at hand we’re getting there,
just filling out the specific details
I do however want to look at a road bump ahead, which is migrating the old
ticket date into RT.
We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing system
is Assyst from Axios Systems)
We don’t mind if ticket numbers are new, we prefer it really, as long as
we can store the old ticket number in a CF (which I believe we can).
What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database
magic? (I’m not a database wizard so we’d have to find someone for that lol)
The reason why I’m asking this is mainly to get some information about the
migration process before hand, such information would safe me allot of time
later on.
So any information that would point us in the right direction would be
helpful.
