Ticket bulk upload into GLPI

Reini · 2011-07-07 12:02:44

Hello Forum!
In our company we want to get rid of our old ticketing system called "PR Tracker" and want to use GLPI in the future (Yeah!).
The management wants that when we start with GLPI all old tickets from PR Tracker should be available in the GLPI ticketing system. Does anybody know of an efficient way how to bulk upload those tickets into GLPI?

Best regards,
Reini

tomolimo · 2011-07-13 09:42:43

Dear Reini,
I made a test, it is possible to write directly to the database...and the ticket number is kept.
I'm preparing a complete HowTo document to bulk import tickets.

wawa · 2011-07-13 09:48:05

hello,
which version of glpi are you using ?

tomolimo · 2011-07-13 11:30:36

sorry, I forgot that!
I've done the test with the 0.80.1 which is currently installed on my development server.

Reini · 2011-07-13 12:07:05

Oh, I can't wait to see the solution! :-)

slinx · 2011-11-10 20:42:45

Any update on your project, tomolimo?

tomolimo · 2011-11-14 14:43:32

dear all,
I have written a document in Excel which contains mainly a modelization of the ticket migration I need.
I'll provide you something as soon as I'll have done the migration.
Regards,
Tomolimo

tomolimo · 2012-01-09 16:24:23

slinx, are you still interested by this topic?
I have done a complete migration from our old prtracker ticketing system to GLPI, using the same IDs for the tickets (in order to keep the link with the running tickets at migration time).
and I have generalized this procedure in order to migrate tickets from another tool used in another subsidiary of our company.
regards,
Tomolimo

slinx · 2012-01-09 20:52:33

tomolimo wrote:

slinx, are you still interested by this topic?
I have done a complete migration from our old prtracker ticketing system to GLPI, using the same IDs for the tickets (in order to keep the link with the running tickets at migration time).
and I have generalized this procedure in order to migrate tickets from another tool used in another subsidiary of our company.
regards,
Tomolimo

Yes, I would like to know how you did it.

tomolimo · 2012-01-10 11:44:15

Ok, then follow this:

1) Prepare in GLPI the needed master data:

entities
users
groups
and more if you need more (like categories)

2) Prepare in Excel the master data mapping you need:

Ticket priority mapping
Ticket status mapping
Ticket category mapping (if used)
Ticket type mapping
Ticket satisfaction survey mapping

3) Extract master data from glpi tables to Excel (I did that with mySQL ODBC driver, creating a data source to mySQL server)

entities from glpi_entities
users from glpi_users
groups from glpi_groups

4) You need the detailed description of the glpi tables you need to fill in (for this I have an excel file, but I don't know how to send it to the forum):

glpi_tickets
glpi_tickets_users
glpi_ticketfollowups
glpi_ticketsatisfactions
glpi_groups_tickets
and more if needed (like custom fields)

5) Write mapping formulas or macros in Excel in order to map the old values to the one used in GLPI:

tickets
ticket_users
followups
and so on for each tables you need

6) Migration steps:

Export data from you old system
fill in the sheets in Excel with your exported data (and don't forget to use the mapping and the master data values
then when Excel sheets seem ok, save them to unicode text files
use a tool to import the text files into mySQL (I used HeidiSQL: a free tool, very useful: http://www.heidisql.com/)
At each import, check in GLPI that everything is OK

7) Special case: attached documents (if you have some)
I have developed a small script in order to upload documents into tickets.

at your disposal for more info,

regards,
Tomolimo

Last edited by tomolimo (2012-01-10 11:53:46)

tomolimo · 2012-01-17 10:44:30

slinx: is it ok for you?
Or do you need something else?
regards,
Tomolimo

teguh.umar · 2012-01-18 18:25:31

Hi tomolimo.
I'm interesting about bulk upload into GLPI, ist posible to import from remedy to GLPI?
Remedy that we use is own by outsource company, and my Manager want to have our own record in own server.
please advise.

GLPI 0.80.5 / windows 2003

tomolimo · 2012-01-19 10:14:20

hi teguh.umar,
I think it is possible to upload from any tool to GLPI, the only problem is to export the data from the tools.
As far as I know Remedy, it's difficult to export the data from it. We had in the past Remedy in our company, it was used for the CMDB only, not the ticketing.
My purpose here in this post is to upload the data for the ticketing, not for the CMDB. For uploading data in the GLPI CMDB, there are functions in GLPI itself to do that.
What is your purpose?
to upload CMDB into GLPI? the answer is: https://forge.indepnet.net/projects/datainjection
or to upload tickets into GLPI? the answer is use my procedure described above.

regards,
Tomolimo

slinx · 2012-01-26 23:23:18

Thanks Tomolino, that looks very complicated! I will try it out. I hope I don't break anything.

If you could send me that excel sheet, I'd appreciate it. Do you have a Dropbox, or other public file sharing site?

tomolimo · 2012-01-27 09:50:09

yes it is a little bit complex, but at the end you've got the former tickets up and ready in GLPI...
I've currently upload like this about 2900 tickets (1200 were live, and 1700 were already closed tickets), and I'm going to upload the rest (I mean the very old tickets) and the qt is about 99500! I'll do it 20000 per 20000!
for the excel file I don't have shared folder!
Could it be possible to upload this somewhere in the GLPI project docs?

Note: don't forget to work on a test system and to backup the database before any uploads!

regards,
Tomolimo

Last edited by tomolimo (2012-01-27 10:08:23)

tomolimo · 2012-03-06 17:01:57

Hello to all and specially slinx,
I have finished my migration of tickets from prtracker to GLPI, and I've imported more than 100000 tickets (currently having more than 105000 tickets in GLPI).
I've prepared a tuto in the Wiki: http://www.glpi-project.org/wiki/doku.p … tsintoglpi.
Could be interesting for anyone who wants to migrate from any ticketing application to GLPI...:)!
If you have any questions or remarks: don't hesitate, post, post, post!
regards,
Tomolimo

Last edited by tomolimo (2012-03-06 17:03:37)

jroza · 2014-05-06 19:18:38

Hi tomolino. I have to migrate tickets from JIRA to GLPI. Do you know if your method still works on GLPI 0.84.5?

tomolimo · 2014-05-07 08:25:19

Hello jroza,
I've got no ideas about this, then you have to investigate GLPI tables and to make some tests and to adapt the method if needed:)!
And last but not least you should post about your experience in the Wiki:)!
thank you,
regards,
Tomolimo

thiago_pereira · 2024-08-20 19:58:34

Hi Tomolino!

It has been a decade since your last post in this conversation, but I'd like to talk to you about bulk generation of GLPI Tickets using your method.

Are you still aroud?

tomolimo · 2024-08-21 08:20:41

Yes
In case you would like, we can connect on Discord: Tomolimo or Tomolimo#1077
Regards,
Tomolimo

Last edited by tomolimo (2024-08-21 09:04:53)

thiago_pereira · 2024-08-21 14:01:09

Great!
Just sent you a friend request!
You can find me as oFlik.

Last edited by thiago_pereira (2024-08-21 14:01:38)

tomolimo · 2024-08-21 14:19:40

I can't see your request, then I've sent you a friend request too!

iamstranieri · 2024-09-05 08:08:52

Hello everyone, any experience how to migrate tickets from Zoho Desk to GLPI?
(I’m able to export everything in xls/csv).

Cheers,
Marco

Forum GLPI-Project

Announcement

#1 2011-07-07 12:02:44

Ticket bulk upload into GLPI

#2 2011-07-13 09:42:43

Re: Ticket bulk upload into GLPI

#3 2011-07-13 09:48:05

Re: Ticket bulk upload into GLPI

#4 2011-07-13 11:30:36

Re: Ticket bulk upload into GLPI

#5 2011-07-13 12:07:05

Re: Ticket bulk upload into GLPI

#6 2011-11-10 20:42:45

Re: Ticket bulk upload into GLPI

#7 2011-11-14 14:43:32

Re: Ticket bulk upload into GLPI

#8 2012-01-09 16:24:23

Re: Ticket bulk upload into GLPI

#9 2012-01-09 20:52:33

Re: Ticket bulk upload into GLPI

#10 2012-01-10 11:44:15

Re: Ticket bulk upload into GLPI

#11 2012-01-17 10:44:30

Re: Ticket bulk upload into GLPI

#12 2012-01-18 18:25:31

Re: Ticket bulk upload into GLPI

#13 2012-01-19 10:14:20

Re: Ticket bulk upload into GLPI

#14 2012-01-26 23:23:18

Re: Ticket bulk upload into GLPI

#15 2012-01-27 09:50:09

Re: Ticket bulk upload into GLPI

#16 2012-03-06 17:01:57

Re: Ticket bulk upload into GLPI

#17 2014-05-06 19:18:38

Re: Ticket bulk upload into GLPI

#18 2014-05-07 08:25:19

Re: Ticket bulk upload into GLPI

#19 2024-08-20 19:58:34

Re: Ticket bulk upload into GLPI

#20 2024-08-21 08:20:41

Re: Ticket bulk upload into GLPI

#21 2024-08-21 14:01:09

Re: Ticket bulk upload into GLPI

#22 2024-08-21 14:19:40

Re: Ticket bulk upload into GLPI

#23 2024-09-05 08:08:52

Re: Ticket bulk upload into GLPI

Board footer