data migration from Request Tracket to OTRS

[rvaldomir]

Hi,

any experience, knowledge procedure to migrate data from Request Tracker to OTRS?

[crythias]

Migration between ticketing systems is not trivial.

Questions to answer:
1) what do you want to transfer between systems?
2) How interactive do you want correspondence of old tickets to be? (do you need followups separate or old tickets have one thread? What about internal notes on the tickets?
3) Do you need to allow [especially email] followups to open tickets in the old system?
4) How do you expect to followup if the ticket numbering system is different?
5) Can you simply leave both systems online and direct customers to the new one?
6) What are you looking for that OTRS provides that the old system doesn't?
7) What benefit will you feel you'll have achieved by migrating old system?
8) How were customer and agent users stored previously?
9) What permissions do you need to account for in migration?
10) Do you have a mapping between terms like queues, states, types, article and ticket Dynamic Fields that you'd need to address/link/migrate?
11) How much data makes sense to transfer if you do all this? All closed tickets? Only currently open tickets?

Also, there's no direct migration route. There are *some* things that can be discussed with a migration expert, but there's not a lot that can be provided in a free public forum for migration specific to your experience.

[rvaldomir]

crythias my answers below:

1) what do you want to transfer between systems?
all existing ticket information (updates, first article)

------------------------------------------------------------
2) How interactive do you want correspondence of old tickets to be? (do you need followups separate or old tickets have one thread? What about internal notes on the tickets?
we still have open tickets so tickets should be accessible for customers and agents, could be in one thread or with multiple articles.

------------------------------------------------------------

3) Do you need to allow [especially email] followups to open tickets in the old system?
old system will shut-down after migration
------------------------------------------------------------

4) How do you expect to followup if the ticket numbering system is different?
creating a dynamic field that contains the old ticket number
------------------------------------------------------------

5) Can you simply leave both systems online and direct customers to the new one?
no, it's is impossible, an less otrs can handle the old system interaction.
------------------------------------------------------------

6) What are you looking for that OTRS provides that the old system doesn't?
SLA management and custom development, ITSM, many other features
------------------------------------------------------------

7) What benefit will you feel you'll have achieved by migrating old system?
create a KB in otrs using the faq module
------------------------------------------------------------

How were customer and agent users stored previously?
in the old system, now they will be stored in AD, but we can use a etl to transform some data for migration
------------------------------------------------------------

9) What permissions do you need to account for in migration?
I dont understand your question
------------------------------------------------------------

10) Do you have a mapping between terms like queues, states, types, article and ticket Dynamic Fields that you'd need to address/link/migrate?
yes using etl
------------------------------------------------------------

11) How much data makes sense to transfer if you do all this? All closed tickets? Only currently open tickets?
all tickets