Converting OTRS data to a CSV File

[adamabundis]

Hello All,

I am assisting my company with a moving our ticket history and customer data to another application. The company has informed me that in order to convert the data, I must have all my info on a CSV file. The developers I am working with have not worked on OTRS and our former OTRS "expert" is no longer working for the company. Can anyone direct me to how I can convert the OTRS data to a CSV file. I would like to pass on the information to my developers so they can finish the project as soon as possible. Thank you in advance.

Adam

[jojo]

OTRS is a complex software with loads of data. So it is not possible to convert OTRS data to a CSV file. So please be more specific and analyse the database schema.

[crythias]

This isn't a trivial question. Assuming you have anything in CSV, what makes sense to provide for the destination?

By the nature of the database, all data can be exported per table as CSV, but that isn't necessarily as useful as the category names in other tables that are linked. What do you want to do?

[adamabundis]

This isn't a trivial question. Assuming you have anything in CSV, what makes sense to provide for the destination?

By the nature of the database, all data can be exported per table as CSV, but that isn't necessarily as useful as the category names in other tables that are linked. What do you want to do?

I want to first find out how to convert and view customer database and ticket history outside of OTRS and then transfer to our new ticket system, desk.com. I have spoken to a desk.com tech and they informed me that if I want to convert the information, I would need to group that data in a CSV file. I do apologize for the lack of info, our developer team are the only ones who have administrative access, and they have little to no knowledge of OTRS. Is there another way I can group my data in OTRS 2.4.15 and move it to a cloud based ticket system like desk.com?

[crythias]

Is there another way I can group my data in OTRS 2.4.15 and move it to a cloud based ticket system like desk.com?

If you don't know what you're asking, leave the old stuff in legacy mode and do new tickets on the new system.

If you know what desk.com is actually asking for (the destination's csv templates, ask the pertinent question.)

The problem exists that there isn't a single csv that is the answer to your questions. Think of asking the same question of Outlook. "How do I export all my email messages as .csv but keeping conversation threads together for desk.com?"
What are you going to do about attachments?
Do you need all the fields that you used in OTRS?
How do you handle article based fields vs ticket based fields?
What would be important in desk.com that you could get away with not transferring from OTRS?
Are you able to separate internal articles (things only agents see) from external articles (things customers see) in desk.com? What will it take to segregate that in a csv?
Do you have the same concept of Queues between OTRS and desk.com?
What about states? Are they word for word or do you have to match/translate?
Types?

Don't bother answering these questions in this forum, though. They're relevant to your conversion. Our crystal ball is unclear as to what it will take as an answer, especially in light of the questions above.