I've performed a similar migration by studying our in-house system's vs OTRS's databases and then transforming the data from our in-house system into the format expected by OTRS. Finally, I flushed the resulting data into OTRS's db and everything worked fine. There are many complications that can arise from different design principles between the two systems and you'll need to iron them out by having a good grasp on how OTRS is functionally designed. Do not start the migration at the technical level without having a clear idea about how data from the old system is mapped to OTRS, entity by entity and field by field. There are also major technical hurdles, depending on the RDBMS used by your in-house system vs the one used by OTRS. In my case I was copying data from SQL Server (in-house system) to MySQL (OTRS). I found it very useful that OTRS is shipped with scripts to create its data structures across many RDBMSs, including MSSQL. Thus, I cut out of the MSSQL scripts the snippets creating the tables where I needed to write data and created them in a "migration cache" database next to my in-house system's database. This allowed me to perform all data transformations on MSSQL - which I'm very familiar with. When I was done with this step, all that was left to do was to flush the data from the "migration cache" db into MySQL, table by table without any other processing. HTH, Bogdan On Wed, Apr 10, 2013 at 8:27 AM, Parag Bhalerao < Parag.Bhalerao@cybertech.com> wrote:
Hello Team,
We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it?
GoodWills
Parag Bhalerao
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