Hi there, We did something similar, by keeping it simple. No need for looking at export/import formats, just send them as e-mails, otrs know how to handle that.
- Identify fields and states in your home grown system that you want to be available in OTRS. - Export old tickets in whatever format you like. - Create a simple script that sends e-mails to OTRS with your identified fields *in addition* to the original content. So, in addition to the original ticket just placed in the body of a new e-mail, we also added something like this to the top of the e-mail: OLD_State: <state> OLD_Customer: <customer> OLD_Queue: <queue> And then we added postmaster filters in OTRS to match on those fields and from them set the state, customer, queue and whatever. So after the e-mails arrive in OTRS, they're sorted correctly and old tickets are closed. We're now able to search and browse the old content, and have the necessary fields filled. After the import, simply delete the postmaster filters again. -- /Sune T. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Parag Bhalerao Sent: 17. april 2013 18:46 To: s.ditt...@eureca.de; User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Thanks Susan, The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. . In which form can your old system export? - I can export and make it match OTRS supported import format . Which OTRS fields need to be populated in a way that you can reference them later? - As many as possible. Definitely time stamps . Do you need to keep ticket numbers intact? Yes, if possible . How's the relationship between old and OTRS ticket numbers? - No relationship. If I can import tickets, I can retire old system. GoodWills Parag Bhalerao -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 11:33 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Parag Bhalerao schrieb: > Is there a way to import tickets > from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
