KACE Product Support Question

Service Desk Ticket Import

02/27/2015 2081 views
Is any type of import supported on the service desk? We're considering the idea of importing tickets from our current helpdesk system before switching to Kace for ticketing. I'm not seeing the ability to do that - which would assist greatly in our decision.
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  • We can carry out this kind of import, as we have the technology, but it would be a consultancy type engagement to complete. I would also recommend that you create a separate queue into which you can then import the tickets, that way you can match all the data fields from your old service desk

All Answers

I don't think there's a built in way. I have seen some old KB articles that do that on the kace website though. Don't remember where or how they did it.

If I were you I'd spin up a test KACE VM, create some assets, create the custom fields from your old ticketing system for those assets and your service desk queues, then import the old ticket date from a csv into those assets. This way you can easily map what fields go where. Then create a rule to take all those assets and create tickets.

Another way of doing it would be to figure out a way to have all your tickets individually emailed to the KACE system. KACE will create tickets from those emails. If you can make it input the special KACE email tags in the process it'll be even better. 

Or email from CSV.....just shooting from the hip here.
Answered 03/02/2015 by: h2opolo25
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