Importing data to OTRS

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Tiemo
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Importing data to OTRS

Post by Tiemo »

Hi there,

I am new to OTRS.
Right now I use ManageEngine for my servicedesk tool.
I would like to import all Tickets,customers,settings,technicians etc to OTRS. Is that possible?
And if so:
What kind of file format does OTRS require to import my files. (CSV,XLSX ETC).
Where can i find a import/export section in OTRS (if it exists)
Are there certain requirements?

Cheers,
Tiemo
reneeb
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Re: Importing data to OTRS

Post by reneeb »

There might be some data that you can't import as this would need a lot of transformation work. There is a free ImportExport module (ftp://ftp.otrs.org/pub/otrs/itsm/packages5/) as the generic module and several free addons to import/export specific data http://opar.perl-services.de/search?search_term=import
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Tiemo
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Re: Importing data to OTRS

Post by Tiemo »

Hi Reneeb,

Thank you for answering on such short notice. I have tried the ImportExport module but whenever I do it only transfers 2 files the others fail. Do i have todo some transformation work with the files that fail? And if so do you have any tips on what kind of software I would have to use for that?

Cheers,
Tiemo
reneeb
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Re: Importing data to OTRS

Post by reneeb »

As I don't know what you try to import, what fails, how you configured the import and how the files look like, I can't say anything about the issues...
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Tiemo
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Re: Importing data to OTRS

Post by Tiemo »

The files I try to import are: Tickets,engineers,customers etc. I was able to make a Report in ManageEngine. The file was a CSV file.
However every time I try to import it it shows this: Image
Sometimes it shows that 2 files where a succes and the rest fails however I have no idea where I should look to find out which files it succesfully imports and which files fail. All I know is that everytime I try I can't seem to find anything new (like newly added customers or engineers etc).
ruzzetto

Re: Importing data to OTRS

Post by ruzzetto »

hi,
i'm also interested cause i'm migrating from Manageengin to OTRS. In my import/export module there is just "config item" object and when i try to go next nothing happens.....
root
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Re: Importing data to OTRS

Post by root »

AFAIK there's no way to import ticket with the ImportExport module. I've managed a complete migration for a customer from Kayako to OTRS, but this was custom development. There's no default way, sorry.
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ruzzetto

Re: Importing data to OTRS

Post by ruzzetto »

and what are the best way to do it? even if it's difficult....
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Re: Importing data to OTRS

Post by root »

Loop over your systems entities, convert them into appropriate onjetcs for otrs and import them. E.g. with the GenericInterface
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ruzzetto

Re: Importing data to OTRS

Post by ruzzetto »

thanks root, considering that i'm a newbie could you explain me deeper how to do? i exported tickets (in CSV file) from old system and don't know how to map to otrs
many thanks!
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Re: Importing data to OTRS

Post by couchexpert »

Hi guys,

not sure but it might be useful for those who want to move their data to OTRS.
I used an online service to move data from CSV to OTRS via this tool https://help-desk-migration.com/otrs
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