Transfer Tickets Between Instances

RT Users
1

Good Day,

We currently run RT for a number of internal teams (Helpdesk, NetOps,
System Ops, Marketing Ops, Sales Ops). Our customer support team wants to
migrate off of Zendesk to RT, however they want their own independent
instance (because they want to be root on it).

One requirement, however, is that we can transfer tickets between queues
that are on separate instances. I don’t see any way to do this, however it
seems it may be possible through the API.

Has anyone seen anything like this done before?

Thanks
-Matt

2

Matt Brennan writes:

We currently run RT for a number of internal teams (Helpdesk, NetOps,
System Ops, Marketing Ops, Sales Ops). Our customer support team wants to
migrate off of Zendesk to RT, however they want their own independent
instance (because they want to be root on it).

One requirement, however, is that we can transfer tickets between queues
that are on separate instances. I don’t see any way to do this, however it
seems it may be possible through the API.

Has anyone seen anything like this done before?

You have a fundamental problem doing this.
Each instance has its own sequence of ticket numbers.
What happens when the ticket you want to transfer has an already used number?

If they want to share the system, give them a Queue (or three) and ownership of those queues.
Then you can transfer tickets to your heart’s content.

Or let them their own system, but without interplay to your system.

Any other solution must address duplicate ticket numbers.

/jeff
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3

Hi Matt,

Yes, you can absolutely transfer tickets between instances. The
difficulty depends on how you define transfer:

  • Very light-weight, tickets between the instances can “talk” to each
    other via email. The metadata stays separate, but the discussion is
    reflected in the history on both sides.

  • If some users have access to both, you can put links to mirrored
    tickets in the Links section.

  • You can create a menu action that says “Send to other RT” and copy all
    of the key metadata from instance 1 and creating a new ticket in instance 2.

  • If you want the full transaction history to be copied, it’s more involved.

  • If you want the tickets to talk to each other and keep everything in
    sync it can get much more involved (think every CF update needs to be
    sync’d, etc.).

Best Practical has done variations on all of these for customers in the
past. The depth of the integration really depends on the use cases. Let
us know if you think we could help.

JimOn 12/9/15 3:21 PM, Matt Brennan wrote:

Good Day,

We currently run RT for a number of internal teams (Helpdesk,
NetOps, System Ops, Marketing Ops, Sales Ops). Our customer support
team wants to migrate off of Zendesk to RT, however they want their
own independent instance (because they want to be root on it).

One requirement, however, is that we can transfer tickets between
queues that are on separate instances. I don’t see any way to do this,
however it seems it may be possible through the API.

Has anyone seen anything like this done before?

Thanks
-Matt