Didn't know where to post this, so I thought I would start here. We are current users of a help desk application called TrackIT 9x by Numera. We recently purchased and and setup a Kace 1000 box. I am trying to find former users of TrackIT that went through the process of importing their TrackIT trouble ticket data into the Kace Service Desk. TrackIT does include some type of export hack, but the exported data does not include the "Solutions" data from the trouble tickets. Everything else but. Any guidance would be appreciated.
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The KBOX is not designed for this sort of thing (importing old help desk data), but it can be done.

The only way to import data into the KBOX (without using DellKACE professional services of some sort) is to import asset data from CSV. So, it would take a few custom help desk rules to move the asset data over to the help desk in the form of tickets, but this could be done - assuming, of course, that you can get your old TrackIT data exported into CSV format. That is going to be the key - getting the data out of TrackIT in CSV or a format that can be converted to CSV.
Answered 09/15/2010 by: airwolf
Tenth Degree Black Belt

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I used DellKACE professional services about 4 years ago to import my data from the old system. It was a MSSQL based system, but it wasn't Numara. Not sure if you have access to the raw data in Numara; but if you do they can help. In retrospect we only referred to the data for about 3 months before most of it was obsolete. I could have easily gotten by with leaving the old system up on a VM for a few months/years for the rare times I needed anything from it. But the services were done over the web and didn't cost all that much if memory serves. Hope that helps a little.
Answered 09/15/2010 by: cblake
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I have used a nifty free tool called iMacros on the past that might help in importing tickets to the K1000. It's an add-on to either Internet Explorer or Firefox, and will use a CSV file [I generated it from an Excel spreadsheet], and it would loop through however many times as it had lines in the file. It would fill in the blanks in a web-based form, and "push" the submit button, and then do it again with the next line of information. [I used it to submit 15-20 homework assignments into a web-based homework website back when I was a high school teacher].

It would certainly be worth investigating. I will make a disclaimer, and say that I have not tried it myself yet on a KBOX, but I'll probably give it a try soon, as many customers ask for this capability.
Answered 10/04/2010 by: polandll
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We are looking at how to get our current tickets into the new database also. We have a homegrown SQL ticketing system and I would like to see if I can import this information into the assets and then into the ticket system. I know that you don't support it but can you give some insight on how to try and accomplish this?
Answered 01/27/2011 by: scarpent
Second Degree Black Belt

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The following article outlines the manual import process. I was able to successfully import several hundred tickets using this method.

http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1049&artlang=en
Answered 08/31/2011 by: ClaytonRodgers
Yellow Belt

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I have used the article's process myself to import a few thousand tickets from Numara's Track-It into KBox. The tricky part about Numara was getting the data out. Numara publishes their schema to customers so you should be able to obtain that information to help with the export (to construct of the csv).
Answered 09/04/2011 by: GillySpy
Seventh Degree Black Belt

  • Do you know how I could get my hand on the schema? We haven't used Track-It in years but I need to export the data in an old 7.0 install.
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I just used this guide yesterday to import 21,000 tickets from my Helpdesk log (an Excel spreadsheet - 8+ years of tickets) and it mostly went without a hitch.

A few observations:

- scrubbing the data so fields were consistent was time consuming, but worth it
- sort and auto-filter in Excel made this part much less time consuming than it could have been
- the KBOX (or browsers?) would hang if too many tickets were imported at once, but worked fine ~3,000 tickets (2,998 to be exact)
- after the initial setup and first import, it was just matter of clearing the imported tickets from the Asset fields, then using steps 3 & 5 again from the article for subsequent chunks
- sometimes tickets would not be imported, but keeping track of which ones were missed and trying again with a smaller chunk typically worked

For tickets opened by users no longer with the company, I used one of the custom fields to hold their full names so I can still pull up a history of all the tickets opened for those users.

John
Answered 09/29/2011 by: jverbosk
Red Belt

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