Re: [rt-users] Convert Other Ticketing System DB to RT?
Michael,
Sorry for the delay. Went on vacation and when I got back I had a list of a
zillion things to do and they were all emergencies. Like which rush job do
you want me to rush ahead of which rush job? kind of thing.
Anyway, attached is the perl program that we had written (I sure couldn't do
it. I'm a perl dummy. Just ask Kevin or Ruslan) to convert a flat file (from
a legacy DB ticket system) into the RT system. Obviously, you will have
different fields, etc. but the logic should be helpful. Weused the RT API to
get the records into RT.
Hope this helps.
Kenn
LBNL
On Thu, Aug 4, 2011 at 7:33 PM, Jason Ledford jledf...@biltmore.com wrote:
What database access do you have to those older tickets and what type of
database is it? Mine was a homebrew asp app with access db. I created a
page in asp that queried the db and wrote the page to look like the offline
tool. So I turned off all email notification and then ran through about
15000 tickets in the offline tool. I broke it up in 5000 chunks. I would
be happy to share what I created if it is helpful.
** **
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Michael Steen
*Sent:* Thursday, August 04, 2011 6:12 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Convert Other Ticketing System DB to RT?
** **
All,
I am wondering if anyone has successfully converted a database from another
ticketing system to RT. I found a thread from 2008 about OTRS (
http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said
that most people abandon their former ticketing systems to start fresh with
RT.
In my case, I have about 1200 tickets that I would like to save currently
living in a Support Center ticketing system by Quality Unit. If anyone has
had success in converting a DB, and/or if there is any existing
documentation I haven't found, please let me know. Also, if anyone has met
with failure attempting to do something like this, I would appreciate your
feedback, as well. I'd like to avoid wasted effort if it's not worth it in
the long run.
Thanks,
Mike
2011 Training: http://bestpractical.com/services/training.html
#!/tools/bin/perl -w
#--
# convert change request data from a Flat File from a Legacy sys to RT.
# Turn OFF RT and then change your RT_SiteConfig.pm to turn off logging.
# Be sure to TURN OFF all scrips either before being RT down or via DBA/SQL.
# scrips will try to run and logging will make the program run FOREVER!!
# flat file input can be created by via Data::Dumper;
# Obviously, field names will be different. OUR Data Names are all CAPS_CAPS
# We built tickets, CF's into two different queues, ES-HRIS ES-LETS
# We also have an extra Ticket Status value of QA testing.
#--
use strict;
use lib /$RTHome/rt/perl/lib;
use lib /$RTHome/rt/lib;
use RT;
use RT::Ticket;
use RT::Transaction;
use RT::Attachment;
use MIME::Entity;
#--
#process all requests into tickets
#--
sub Read_Temp_File
{
my ( $fh ) = @_;
my
(
$in,
$objectId,
$evt,
$VAR1, #Dumper default variable name
$k,
$n,
);
while ( $in = $fh )
{
chomp $in;
eval $in; #instantiates $VAR1 as hash object of change_request and
associated change_events
#print $VAR1-{REQUEST}, ' ', $VAR1-{DESCR_SHORT}, \n;
foreach $k ( qw/MOVED_TO_PRODUCTION_DT QA_APPROVAL_DT/ )
{
if ( $VAR1-{$k} gt ' ' )
{
if ( $VAR1-{$k} '2038' || $VAR1-{$k} '2001' )
{
$VAR1-{$k} = '2038-01-01'; #max RT date year
}
}
}
$objectId = New_Ticket( $VAR1 );#ObjectId = Ticket.id
foreach $evt ( @{$VAR1-{EVENTS}} )
{
$evt-{ObjectId} = $objectId;
$evt-{TransactionId} = New_Transaction( $evt ); #TransactionId =
Transaction.id
New_Attachment( $evt );
}
}
}
#--
#create Ticket for one request
#--
sub New_Ticket
{
my ( $req ) = @_;
my
(
$ticket,
$mimeObj,
$ticketid,
$transaction_object,
$err,
$rc,
$status,
$cc,
$ccid,
$grp,
$mem,
$memberid,
$priority,
$rejected,
%ticket_vals,
%req_type_HRIS,
%req_type_LETS
[rt-users] Convert Other Ticketing System DB to RT?
All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS ( http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
Forgot to mention that we're using RT 3.8.9 On Thu, Aug 4, 2011 at 5:12 PM, Michael Steen michael.st...@livetext.comwrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS ( http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
Michael, Several years ago we needed to convert some tickets from a home ticket system to RT. We did it via a perl program using the API. I'd have to search some of my old archives to find it, if you are interested. Kenn LBNL On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.st...@livetext.comwrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS ( http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
Kenn, Anything that you can find would be appreciated. Thanks, Mike On Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Michael, Several years ago we needed to convert some tickets from a home ticket system to RT. We did it via a perl program using the API. I'd have to search some of my old archives to find it, if you are interested. Kenn LBNL On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.st...@livetext.comwrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS ( http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
Kenn, Anything that you can find would be appreciated. Thanks, Mike On Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Michael, Several years ago we needed to convert some tickets from a home ticket system to RT. We did it via a perl program using the API. I'd have to search some of my old archives to find it, if you are interested. Kenn LBNL On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.st...@livetext.comwrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS ( http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
We just left the old one behind for reference in case we needed it, and moved over all active tickets to the new system. -Mark From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Steen Sent: Thursday, August 04, 2011 7:29 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Convert Other Ticketing System DB to RT? Kenn, Anything that you can find would be appreciated. Thanks, Mike On Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote: Michael, Several years ago we needed to convert some tickets from a home ticket system to RT. We did it via a perl program using the API. I'd have to search some of my old archives to find it, if you are interested. Kenn LBNL On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.st...@livetext.commailto:michael.st...@livetext.com wrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS (http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Convert Other Ticketing System DB to RT?
What database access do you have to those older tickets and what type of database is it? Mine was a homebrew asp app with access db. I created a page in asp that queried the db and wrote the page to look like the offline tool. So I turned off all email notification and then ran through about 15000 tickets in the offline tool. I broke it up in 5000 chunks. I would be happy to share what I created if it is helpful. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Steen Sent: Thursday, August 04, 2011 6:12 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Convert Other Ticketing System DB to RT? All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS (http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html
