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This process will only work for K1000 series running software version 5.1.31327 to 5.3.53053.
This process is not supported by technical support. We offer professional services packages to help you export tickets from other systems and import them into the K1000 appliance. Additionally you can look at Itninja.com articles regarding importing tickets via CSV.
If you are migrating to the K1000 appliance Helpdesk and have an existing system for tracking tickets then you can import them into the K1000 if you follow the rules in thie FAQ precisely. If this FAQ does not meet your needs then DELL KACE Professional Services may be contracted to complete it for you. To contact Professional Services, open a ticket with our support teamand they can forward your request to them.
- Create an asset type to hold your tickets temporarily
- Prepare your data for import
- Import your data into the K1000 appliance
- Create a pre-defined ticket rule that will facilitate the import
- Run the resulting Ticket Rules in specific Order
- Browse to Asset -> Asset Types
- From Choose Action select Add New Item
- Create an Asset Type called Ticket EXACTLY as shown in the diagram below. You can use the header row of the CSV file from this FAQ to assist with copying / pasting field names
- The data must be in a CSV file. You can open the attached CSV File in Excel
- Populate the attach spreadsheet as per the requirements below
- Make sure your data meets the following requirements (violating these could break your K1000 Helpdesk):
- The status must exactly match an existing status value in the destination K1000 queue
- The impact must exactly match an existing status value in the destination K1000 queue
- The priority must exactly match an existing status value in the destination K1000 queue
- The category must exactly match an existing status value in the destination K1000 queue
- Make sure your data meets the following requirements (These could cause an inconvenience):
- If an owner is specified that user must be in the label defined as queue owners (see helpdesk guide for details on designating ownership)
- If a submitter is specified that user must be in the label defined as queue submitters (see helpdesk guide for details on designating submitters)
- Dates are in the format YYYY-MM-DD (e.g. 2010-01-31)
- CC lists are in the format user@company.com,user2@company.com Any other format may cause delivery errors
- If a machine is specified make sure the hostname is unique in the kbox
- The queue name listed must exactly match the desired destination queue name as shown at Servicedesk->Configuration->Queues (http://yourk1000/adminui/queue_list.php)
- Each ticket is on ONE row of the CSV file. If you are including multi-line comments see the example in the attached CSV.
You can test your import by starting with just a few rows. The process will not re-import duplicate rows if you increase the size of the data set later.
- Browse to Assets -> Asset Import
- Step 1
- Browse to your prepared CSV file
- Check the box File Includes Header Row
- Click Next
- Step 2
- Choose the Asset Type of Ticket (the type you created in Step 1)
- Click Next
- Step 3
- Map all the fields like in this screenshot
- Check the PK box beside the ID field
- Click the Preview button (due to a bug in IE please use firefox if you have a problem proceeding)
- Step 4
- Review
- Click Import Data when ready
- Step 5
- Browse to Assets -> Assets
- Click on View By: All Items -> Asset Type->Ticket
- Review the entries
- Delete and re-import if necessary
The rest of the process requires SQL that is specific to your K1000 appliance to do the import. The attached rule will create this SQL for you. Note that the location of these rules has nothing to do with the destination of the tickets. The tickets will reside in the queue that you specified in the spreadsheet "Queue" column.
- Download https://support.kace.com/packages/kb_attachments/94/Ticket-Rule-Create-Custom-Import-SQL.kpkg
- Map to the clientdrop share on your computer (see admin guide for Importing and Exporting Appliance Resources if needed)
- Copy the kpkg you download to this share
- Browse to Settings -> Resources -> Import K1000 Resources
- Choose Action -> Import Resources from SAMBA Share
- Select Ticket-Rule-Create-Custom-Import-SQL.kpkg
- Click Import Resources
- Browse to ServiceDesk -> Configuration -> Queues
- Click on the default queue
- Click on Custom Ticket Rules:[ Customize ]. You should see a rule called Create Ticket Import Rules in the list
- Click on the title Create Ticket Import Rules. This will open the rule detail editor
- Make sure that the rule is disabled. (This will prevent it from running on a schedule)
- Edit the Select Query where it states the queue name (Q.NAME) to reflect the queue name that you are using:
- and Q.NAME='The K1000 Service Desk'
- For example, and Q.NAME='IT Service Desk'
- Click the Run Now button
- When the page reloads review the Run Log at the bottom of the detail editor and make sure there are no errors. If you have errors please copy them into a separate text file in case you need to send it to support.
- Scroll to the top right corner of the editor and click on the link Back to Ticket Rules. You will now see two more rules called Ticket Import - create initial change record and Ticket Import - create ticket
The rules have to be run in the correct order
- Click on the rule Ticket Import - create initial change record. The detail editor will open
- Make sure it is Disabled
- Click on the Run Now button
- When the page reloads review the Run Log at the bottom of the detail editor and make sure there are no errors. If you have errors please copy them into a separate text file in case you need to send it to support. The Run Log It should look something like this:
52:02> Starting: Tue, 24 Aug 2010 18:52:02 -0400 52:02> Executing Select Query... 52:02> selected 1 rows 52:02> Executing Update Query... 52:02> updated 1 rows 52:02> Ending: Tue, 24 Aug 2010 18:52:02 -0400
- Scroll to the top right corner of the editor and click on the link Back to Ticket Rules
- Click on the rule Ticket Import - create ticket. The detail editor will open
- Make sure it is Disabled
- Click on the Run Now button
- When the page reloads review the Run Log at the bottom of the detail editor and make sure there are no errors in it. If you have errors please copy them into a separate text file in case you need to send it to support. The Run Log should look something like this:
52:02> Starting: Tue, 24 Aug 2010 18:52:02 -0400 52:02> Executing Select Query... 52:02> selected 1 rows 52:02> Executing Update Query... 52:02> updated 1 rows 52:02> Ending: Tue, 24 Aug 2010 18:52:02 -0400
Browse to http://yourkbox/adminui/ticket_list.php?BY_STATE_TICKETS=all&QUEUE_ID=ALL to see your imported tickets
Things to check:
- Make sure the asset type you create is IDENTICAL to the one shown in this FAQ
- Make sure your data does not have trailing blank spaces or padding before values.
- Make sure that your imported tickets have titles, and Queue Name populated.
- Make sure categories, impact, severities, priorities actually exist in the destination queues
Have these ready if you want to call support:
- A copy of the run log in those ticket rules (note re-running the rule will clear the log so please avoid this)
- Have a copy of all evidence above
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