Massive import tickets from other software

[ansdam]

Good morning,

I installed OTRS 3.0.11 and configured with all parameters (agents, clients, queue ...).
I'm ready to start, but, before, i need to import all datas that are in my previous version of another ticketing system that i'm going to dismiss.

Is there a standard procedure, or a suggestion, to import data from a specific data source with a specific format in order to create the history that alternatively I'll miss ?
Pratically, I need to create the header of the tickets with basic information (name of client, name of agent, date & time, status ... etc.), and one or more item with solution of the tickets.
All data that i have are stored in a database that i know perfectly and i'm able to extract all data needed from OTRS.

Thanks for any answer you will be able to give

[aribandus81]

This thread is very interesting.

[crythias]

Your best bet is to create tickets and then articles from your data

http://dev.otrs.org/

Basically, for each ticketcreate

Code: Select all

TicketCreate()
creates a new ticket
    my $TicketID = $TicketObject->TicketCreate(
        Title        => 'Some Ticket Title',
        Queue        => 'Raw',            # or QueueID => 123,
        Lock         => 'unlock',
        Priority     => '3 normal',       # or PriorityID => 2,
        State        => 'new',            # or StateID => 5,
        CustomerID   => '123465',
        CustomerUser => 'customer@example.com',
        OwnerID      => 123,
        UserID       => 123,
    );

or

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    my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'normal',           # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

then for each new ticket, create articles:
ArticleCreate()
create an article

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    my $ArticleID = $TicketObject->ArticleCreate(
        TicketID         => 123,
        ArticleType      => 'note-internal',                        # email-external|email-internal|phone|fax|...
        SenderType       => 'agent',                                # agent|system|customer
        From             => 'Some Agent <email@example.com>',       # not required but useful
        To               => 'Some Customer A <customer-a@example.com>', # not required but useful
        Cc               => 'Some Customer B <customer-b@example.com>', # not required but useful
        ReplyTo          => 'Some Customer B <customer-b@example.com>', # not required
        Subject          => 'some short description',               # required
        Body             => 'the message text',                     # required
        MessageID        => '<asdasdasd.123@example.com>',          # not required but useful
        InReplyTo        => '<asdasdasd.12@example.com>',           # not required but useful
        References       => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
        ContentType      => 'text/plain; charset=ISO-8859-15',      # or optional Charset & MimeType
        HistoryType      => 'OwnerUpdate',                          # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
        HistoryComment   => 'Some free text!',
        UserID           => 123,
        NoAgentNotify    => 0,                                      # if you don't want to send agent notifications
        AutoResponseType => 'auto reply'                            # auto reject|auto follow up|auto follow up|auto remove
        ForceNotificationToUserID   => [ 1, 43, 56 ],               # if you want to force somebody
        ExcludeNotificationToUserID => [ 43,56 ],                   # if you want full exclude somebody from notfications,
                                                                    # will also be removed in To: line of article,
                                                                    # higher prio as ForceNotificationToUserID
        ExcludeMuteNotificationToUserID => [ 43,56 ],               # the same as ExcludeNotificationToUserID but only the
                                                                    # sending gets muted, agent will still shown in To:
                                                                    # line of article
    );

example with ``Charset & MimeType'' and no ``ContentType''

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    my $ArticleID = $TicketObject->ArticleCreate(
        TicketID         => 123,
        ArticleType      => 'note-internal',                        # email-external|email-internal|phone|fax|...
        SenderType       => 'agent',                                # agent|system|customer
        From             => 'Some Agent <email@example.com>',       # not required but useful
        To               => 'Some Customer A <customer-a@example.com>', # not required but useful
        Subject          => 'some short description',               # required
        Body             => 'the message text',                     # required
        Charset          => 'ISO-8859-15',
        MimeType         => 'text/plain',
        HistoryType      => 'OwnerUpdate',                          # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
        HistoryComment   => 'Some free text!',
        UserID           => 123,
    );

Pseudo code:
for each unique ticket in your system, create a ticket to get a TicketID
For each TicketID, create an article for each entry related to the ticket.