What is the "normal importer" you're using?  I'm curious if there's a better tool/method than I use for importing tickets from one OTRS system into another OTRS system.

RE: your question.

I'm guessing you'll need to update the change_time column in the ticket table.  I don't see a column for "solution time" nor does OTRS seem to record a "solution time", just the time of the last change of a ticket.  You'll also want to update the appropriate record in the ticket_history table, and to keep things consistent, any related records in the article and article_attachment tables if necessary.

Take this with a grain of salt.  I'm not a OTRS dev, but I have inserted tickets from one OTRS system into another, and these are the only tables I've needed to modify.




On Thu, Apr 21, 2011 at 7:16 AM, Grzella, Mark <MGrzella@studienkreis.de> wrote:
Hey list,

i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine.

Well actually it is, at least partially.

OTRS does count them on the correct "created date" indeed after proper sql statements.

My problem now is that I do not get how I can tell OTRS at which date they had actually been solved.

Just to give an example what i´ve done so fare:

UPDATE ticket SET create_time_unix="1281702900" WHERE id = "119"; to set the correct unix date where the email originally arrived.

UPDATE ticket SET create_time= "2010-08-13 14:35:00" WHERE id = "119"; To set the corresponding normal date stamp.

UPDATE ticket SET type_id="9" WHERE id = "119"; To get it to my correct ticket type.

UPDATE ticket SET ticket_state_id="2" WHERE id = "119"; To have it set to "done".

Assuming now that my above mentioned ticket was originally solved on 2010-08-15 11:50:00 (or corresponding unix timestamp)... where do I have to put which kind of data into OTRS MySQL DB so that it does recognizes this as solution time?

It seems not to be "timeout" as I first thought.

Can any one help?


mit freundlichen Grüßen

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Mark Grzella
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mgrzella@studienkreis.de
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