I found the article explaining how to accomplish this. Unfortunately it is only for version 5.1.31327, I'm at version 5.2.38773. I would still like to get this to work. I have around 300 Tickets I would like to get imported from another system (not Kace). Has anyone tried or been able to get this to work on version 5.2?

I'm guessing its some issue with the SQL Syntax, but really I have no idea.

I contacted support hoping that maybe they could help, but the article also says that it is not supported by tech support.

Can anyone help with some info? Thanks.
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It will work in 5.2 as well
Answered 10/06/2011 by: GillySpy
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When I run the "Create Ticket Import Rules" Rule I get this...

Executing Select Query...
selected 1 rows
Executing Update Query...
updated 0 rows

The document continues on that there should be 2 new rules, but I don't get them. So it seems to me, with my limited SQL knowledge, something is not right about the Update Query.

I created a mirror image of the asset type example in the document. I even matched all the required fields.

Tech Support said this will not work with 5.2, but I'm guessing they are just going by what the document says.

Any suggestions?
Answered 10/07/2011 by: dgaddess
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That rule (Create Ticket Import Rules) is actually very simple so only so much can go wrong.

My guess is that you did not create the asset with exactly the correct field names to match the FAQ, or you skipped some. Skipping some is fine if you know how to edit the rule. If you don't know then you must create them all.
Answered 10/07/2011 by: GillySpy
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Here is a copy of my asset type

Attachment

Answered 10/07/2011 by: dgaddess
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Without looking at all the fields I can see that you did not name the custom fields the same. I can see how in the rule this would be a problem.
Answered 10/07/2011 by: GillySpy
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I'm not seeing what you see. How are the Custom fields named different?

Is the info within the parentheses necessary to the Query?
Answered 10/07/2011 by: dgaddess
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Yes the full names are important, but if you want to "cheat" then you can get away with just adding a space at the end of each name. It's needed since CUSTOM1 has the same beginning as CUSTOM10, etc
Answered 10/07/2011 by: GillySpy
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Well that fixed the Create Ticket Import Rules to work properly, but of course the create initial change record isn't working.

00:03> Executing Select Query...
00:04> selected 0 rows

Could you spare some more help for this idiot?
Answered 10/07/2011 by: dgaddess
Yellow Belt

  • Did you ever get this to work? I'm at this same part as you. Everything should be the same as the examples but I get "Selected 0 rows" just like you.
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dot your i's and cross your t's on the values for things like impact , severity, priority, category compared to what you have setup for the destination queue
Answered 10/07/2011 by: GillySpy
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