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Is it possible to import tickets/database from another vendor ticketing system?

agriffis

We are considering Web Help Desk as a replacement for our current ticketing system, which is BMC Track-It.

We have used Track-It for close to a decade now, and it has a lot of tickets and information in it.

So with that, is it possible to import data from Track-It into Web Help Desk's database?

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Accepted answers

All comments

kellytice

There is a spreadsheet template import option for ticket data.

As long as you can export the ticket data from Track-It and make the data match the Patch Manager Ticket Import template column headers, you can pull that data in.

Two notes:

If you have fields in track-it that don't exist by default in WHD, you will likely want to create Ticket Custom Fields in WHD first and then get the spreadsheet template from the system. If you do it that way, the template will already have extra columns in it for those custom fields.
If your tickets from Track-It have attachments, that's not going to be easy to get the attachments into WHD. I've heard of it being done with some script, but I'm not sure if it is something that support would help you with.

agriffis

Thanks for the reply. Is the spreadsheet template in WHD?

Also, thanks for the point about attachments. A lot of our tickets do have attachments.