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https://github.com/bestpractical/rt-extension-import-csv
https://github.com/bestpractical/rt-extension-import-csv
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- Host: GitHub
- URL: https://github.com/bestpractical/rt-extension-import-csv
- Owner: bestpractical
- Created: 2024-04-25T18:48:19.000Z (8 months ago)
- Default Branch: master
- Last Pushed: 2024-05-14T12:54:33.000Z (8 months ago)
- Last Synced: 2024-05-14T14:00:52.149Z (8 months ago)
- Language: Perl
- Homepage: http://metacpan.org/release/rt-extension-import-csv
- Size: 59.6 KB
- Stars: 0
- Watchers: 2
- Forks: 0
- Open Issues: 0
-
Metadata Files:
- Readme: README
- Changelog: Changes
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README
NAME
RT-Extension-Import-CSV
DESCRIPTION
This extension is used to import data from a comma-separated value (CSV)
file, or any other sort of delimited file, into RT. The importer
provides functionality for importing tickets, transactions, users, and
articles.
Some common uses of this functionality include:
Migrating data to RT from another ticketing system (JIRA, ServiceNow,
etc.)
This is the most common method of dumping ticket data from another
system. Whether it be a CSV, TSV, or Excel file, this extension
provides the flexibility needed to get that data into RT.
Syncing data from a non-ticketing system (billing, lead generation,
etc.) with RT
For example, users might create sales leads in a lead-tracking
system, then sync them to RT to create tickets for later follow up
and conversation tracking.
Importing user accounts from another system
In the above lead generation example, having the same users in both
systems may be convenient. Exporting users from that system and
importing them into RT reduces the amount of administrative work
necessary to make that happen.
Importing articles from another knowledge management system (KMS)
RT allows you to include article content in comments and
correspondence. An organization may have a library of this content
already available. By exporting that content and importing it into
RT, you can easily include it on tickets without having to
copy/paste from a KMS.
This guide explains how to configure the import tool, and includes
examples of how to run the import with different options. The actual
import is run by rt-extension-import-csv - there is no web-based
component for the import process. Please see the documentation for
rt-extension-import-csv for more in-depth documentation about the
options that the importer can be run with.
RT VERSION
Works with RT 5.
INSTALLATION
perl Makefile.PL
make
make install
May need root permissions
Edit your /opt/rt5/etc/RT_SiteConfig.pm
Add this line:
Plugin('RT::Extension::Import::CSV');
Clear your mason cache
rm -rf /opt/rt5/var/mason_data/obj
Restart your webserver
CONFIGURATION
The following configuration can import a three-column CSV and
illustrates the basic functionality of the CSV importer:
Set( @TicketsImportUniqueCFs, ('Purchase Order ID') );
Set( %TicketsImportFieldMapping,
'Created' => 'Ticket-Create-Date',
'CF.Purchase Order ID' => 'PO-Number',
'Subject' => 'name',
);
When creating a column mapping, the value to the left of => is the RT
field name, and to the right is the column name in the CSV file. CSV
files to be imported must have a header line for the mapping to
function.
In this configuration, the custom field Purchase Order ID must be
unique. To insert a row with this config, RT must find no existing
tickets, and for update RT must only find a single matching row. If
neither condition matches, the CSV row is skipped.
Excluding Existing Tickets By Status
In the example above, when searching for an existing ticket for a PO, it
may be necessary to skip certain existing tickets involving this PO that
were previously resolved. To instruct the importer to exclude tickets in
some statuses, set the following option:
Set( @ExcludeStatusesOnSearch, ('resolved', 'cancelled'));
Constant values
If you want to set an RT column or custom field to the same value for
all imported tickets, precede the CSV field name (right hand side of the
mapping) with a slash, like so:
Set( %TicketsImportFieldMapping,
'Queue' => \'General',
'Created' => 'Ticket-Create-Date',
'CF.Original TicketID' => 'TicketID',
'Subject' => 'name',
);
Every imported ticket will now be added to the 'General' queue. This
feature is particularly useful for setting the queue, but may also be
useful when importing tickets from CSV sources you don't control (and
don't want to modify each time).
Computed values (advanced)
You may also compute values during import, by passing a subroutine
reference as the value in the %TicketsImportFieldMapping. This
subroutine will be called with a hash reference of the parsed CSV row.
In the following example, the subroutine assigned to the 'Status' field
takes the value in the 'status' CSV column and replaces underscores with
spaces.
Set( %TicketsImportFieldMapping,
'Queue' => \'General',
'Created' => 'Ticket-Create-Date',
'CF.Original TicketID' => 'TicketID',
'Subject' => 'name',
'Status' => sub { $_[0]->{status} =~ s/_/ /gr; },
);
Using computed columns may cause false-positive "unused column" warnings
during the import; these can be ignored.
Dates and Date Formatting
When importing tickets, the importer will automatically populate Created
for you, provided there isn't a column in the source data already mapped
to it. Other date fields must be provided in the source data.
The importer does a fairly good job at guessing the source datetime
format; if the source datetime format can't be parsed, Perl can help you
out.
If you have to munge dates, we recommend converting them to the ISO
datetime format (yyyy-mm-dd
hh:mm::ss and other accepted variants). For example, if the source data
has dates in YYYY-MM-DD format, we can write a function to append a
default time to produce an ISO-formatted result:
Set( %TicketsImportFieldMapping,
'id' => 'Ticket No',
'Owner' => 'Assigned To',
'Status' => 'Status',
'Subject' => 'Title',
'Queue' => \'General',
'CF.Delivery Date' => sub { return $_[0]->{ 'Delivery Date' } . ' 00:00:00'; },
);
If you have other date columns you'd like to default to the date/time
the import was run, Perl can help out there, too:
use POSIX qw(strftime);
Set( %TicketsImportFieldMapping,
'id' => 'Ticket No',
'Owner' => 'Assigned To',
'Status' => 'Status',
'Subject' => 'Title',
'Queue' => \'General',
'CF.Project Start' => sub { return strftime "%Y-%m-%d %H:%M:%S", localtime; }
);
Mandatory fields
To mark some ticket fields mandatory:
Set( @TicketMandatoryFields, 'CF.Severity' );
In this example, rows without a value for "CF.Severity" values will be
skipped.
Extra Options for Text::CSV_XS
By default, the importer is configured for a most common variety of text
files (comma-delimited, fields in double quotes). The underlying import
module (Text::CSV_XS) has many options to handle a wide array of file
options, including unquoted fields, tab-delimited, byte order marking,
etc. To pass custom options to the parser, use the following config:
Set( %CSVOptions, (
binary => 1,
sep_char => ';',
quote_char => '`',
escape_char => '`',
) );
Available options are described in the documentation for Text::CSV_XS.
Special Columns
Roles and Custom Roles
For RT's built-in roles (Owner, Cc, AdminCc, Requestor) and any
custom roles, the import will first assume the value provided is a
user name, and will attempt to look up a user with that name,
followed by email address. Failing that, the importer will try to
create a privileged user with the provided name.
Should a user exist with the name provided and the target RT has
external auth configured, the import will attempt to update the user
with the latest information from the auth provider.
Comment or Correspond
To add a comment or correspond (reply) to a ticket, you can map a
CSV column to "Comment" or "Correspond". When creating a ticket
(--insert) you can use either one and the content will be added to
the Create transaction.
For more information, see the section for importing transations.
TicketsImportTicketIdField
If the CSV data contains the ids of existing RT tickets, you can set
this option to the name of the column containing the RT ticket id. The
importer will then search for that ticket id and update the ticket data
with CSV values.
Set($TicketsImportTicketIdField, 'RT ticket id');
Only one of TicketsImportTicketIdField or @TicketsImportUniqueCFs can be
used for a given CSV file. Also, this option is only valid for --update
or --insert-update modes. You cannot specify the ticket id to be created
in --insert mode.
TicketTolerantRoles
By default, if a user can't be loaded for a role, like Owner, the
importer will log it and skip creating the ticket. For roles that do not
require a successfully loaded user, set this option with the role name.
The importer will then log the failed attempt to find the user, but
still create the ticket.
Set(@TicketTolerantRoles, 'CR.Customer');
IMPORTING TRANSACTIONS
The importer can be used to import transactions for existing tickets.
This is useful for bringing the entire ticket history into RT instead of
just the most current ticket data.
TransactionsImportFieldMapping
Set the column mappings for importing transactions from a CSV file. A
'TicketID' mapping is required for RT to add the transaction to an
existing ticket. The 'TicketID' value is mapped to the custom field
'Original Ticket ID'.
Attachments can be included by providing the file system path for an
attachment.
Set( %TransactionsImportFieldMapping,
'Attachment' => 'Attachment',
'TicketID' => 'SomeID',
'Created' => 'Date',
'Type' => 'Type',
'Content' => 'Content',
'AttachmentType' => 'FileType'
);
ADVANCED OPTIONS
Operations before Create or Update
The importer provides a callback to run operations before a ticket has
been created or updated from CSV content. To run some code before an
update, add the following to your CSV configuration file:
Set($PreTicketChangeCallback,
sub {
my %args = (
TicketObj => undef,
Row => undef,
Type => undef,
CurrentUser => undef,
@_,
);
return 1; # to continue processing current row
}
);
As shown, you receive the ticket object(only for "Update" type), the
current CSV row, and the type of update, "Create" or "Update".
CurrentUser is also passed as it may be needed to call other methods.
You can run any code in the callback.
The Row argument is a reference to a hash with the values from the CSV
file. The keys are the columns from the file and match the CSV import
configuration. The values are for the row currently being processed.
Since the Row argument is a reference, you can modify the value before
it is processed. For example, to lower case incoming status values, you
could do this:
if ( exists $args{'Row'}->{status} ) {
$args{'Row'}->{status} = lc($args{'Row'}->{status});
}
If you return a false value, the change for that row is skipped, e.g.
return ( 0, "Obsolete data" );
Return a true value to process that row normally.
return 1;
Operations after Create or Update
The importer provides a callback to run operations after a ticket has
been created or updated from CSV content. To run some code after an
update, add the following to your CSV configuration file:
Set($PostTicketChangeCallback,
sub {
my %args = (
TicketObj => undef,
Row => undef,
Type => undef,
CurrentUser => undef,
@_,
);
}
);
As shown, you receive the ticket object, the current CSV row, and the
type of update, "Create" or "Update". CurrentUser is also passed as it
may be needed to call other methods. You can run any code in the
callback. It expects no return value.
RUNNING THE IMPORT WITH A NON-DEFAULT CONFIGURATION
You can explicitly pass a configuration file to the importer. This is
often used in conjunction when specifying an import type other than
ticket. Use the --config option to specify the path and filename to the
configuration file to use; --type indicates the type of import to run
(article, ticket, transation, or article):
rt-extension-csv-importer --config /path/to/config.pm --type user /path/to/user-data.csv
rt-extension-csv-importer --config /path/to/config.pm --type ticket /path/to/ticket-data.csv
rt-extension-csv-importer --config /path/to/config.pm --type ticket --update /path/to/ticket-data.csv
rt-extension-csv-importer --config /path/to/config.pm --type transaction /path/to/transaction-data.csv
rt-extension-csv-importer --config /path/to/config.pm --type article --article-class 'VM-Assessment' /path/to/article-data.csv
EXAMPLES
Import an Excel file
Create a file in Excel, choose File / Save as from the menu, and select
CSV UTF-8 (Comma delimited) (.csv) from the File Format dropdown. Save
it to a file named my-excel-test.csv. Do not change any additional
options.
Create a new file called ExcelImport.pm with the following:
Set($TicketsImportTicketIdField, 'Ticket No');
# RT fields -> Excel columns
Set( %TicketsImportFieldMapping,
'id' => 'Ticket No',
'Owner' => 'Assigned To',
'Status' => 'Status',
'Subject' => 'Title',
'Queue' => \'General',
);
# Default Excel export options
Set( %CSVOptions, (
binary => 1,
sep_char => ',',
quote_char => '',
escape_char => '',
) );
Then run the import:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type ticket \
--config ExcelImport.pm \
--insert-update \
my-excel-test.csv
Import a tab-separated value (TSV) file
To generate a sample TSV file, select Search / Tickets / New Search from
your RT menu. Pick some criteria, and don't change the default display
format or column selections. Click Add these terms and search. On the
resulting search result page, select the Feeds / Spreadsheet option.
The following configuration (saved as TabImport.pm) should match the
resulting TSV file:
Set($TicketsImportTicketIdField, 'id');
Set( %TicketsImportFieldMapping,
'Queue' => \'General',
);
Set( %CSVOptions, (
binary => 1,
sep_char => "\t",
quote_char => '',
escape_char => '',
) );
The double-quotes match the interpolated tab value, rather than a
literal \t. Other columns automatically align with fields in RT, so no
additional mapping is required.
Importing is similar to the previous example:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type ticket \
--config TabImport.pm \
--insert-update \
Results.tsv
Import users from another system
An example application exports users to the following file (users.csv):
Login,Name,Email,Where At
support_user,Generic Support User,[email protected],Call Center
admin_user,Generic Admin User,[email protected],HQ
end_user,Generic End User,[email protected],Production Floor
If you wanted to import those users into RT, create a new file called
UserImport.pm containing the following:
Set( %UsersImportFieldMapping,
'Name' => 'Login',
'RealName' => 'Name',
'EmailAddress' => 'Email',
'UserCF.Location' => 'Where At',
);
Set( %CSVOptions, (
binary => 1,
sep_char => ',',
quote_char => '',
escape_char => '',
) );
(this assumes you have created a User Custom Field named Location)
Then run the following:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type user \
--config UserImport.pm \
--insert \
users.csv
Importing articles
An example knowledge management system contains articles your
organization would like to include on RT tickets. The export is
delivered as such:
Title,Synopsis,Content
"Reset Password,"How to Reset a Password","This article explains how to reset a password in detail"
"Create User","How to Create a New User","Instructions on how to create a new user, in excruciating detail"
Since there are commas in the content, fields in this CSV need to be
quoted, so this needs to be accounted for in the import configuration.
Create ArticleImport.pm with the following:
Set( %ArticlesImportFieldMapping,
'Name' => 'Title',
'Summary' => 'Synopsis',
'Content' => 'Content',
);
Set( %CSVOptions, (
binary => 1,
sep_char => ',',
quote_char => '"',
escape_char => '',
) );
You need to add --article-class when running the import:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type article \
--article-class General \
--config ArticleImport.pm \
--insert \
articles.csv
Putting it all together: migrating from Zendesk
It's possible to migrate from Zendesk to Request Tracker using multiple
imports defined above. The following steps are necessary before a
migration can begin:
Users must be exported via API
Unfortunately, Zendesk only provides an export for what RT considers
to be privileged users. To get all users, you'll need to access
Zendesk's API. See this forum post
for more information.
Tickets must be exported to CSV
Any of the default lists of tickets in Zendesk can be exported to
CSV. See the Zendesk documentation for more information.
RT Priority field must be customized
Zendesk priorities do not align 1:1 with RT's by default. The
following can be dropped into your RT configuration to match
priorities between the two systems:
Set(%PriorityAsString,
Default => { None => 0, Low => 25, Normal => 50, High => 75, Urgent => 100 },
);
Exporting user information via the Zendesk API includes a bunch of
unnecessary values. For this import, the only columns that matter are
name and email.
Create a new file called ZendeskUsers.pm:
Set( %UsersImportFieldMapping,
'Name' => 'name',
'RealName' => 'name',
'EmailAddress' => 'email',
);
Set( %CSVOptions, (
sep_char => ',',
quote_char => '"',
escape_char => '',
) );
Assuming the user export above produced a file named zendesk_users.csv,
run the import:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type user \
--config ZendeskUsers.pm \
--insert \
zendesk_users.csv
For tickets, create ZendeskTickets.pm using the following configuration:
Set($TicketsImportTicketIdField, 'ID');
Set( %TicketsImportFieldMapping,
'Queue' => \'General',
'Status' => 'Status',
'Subject' => 'Subject',
'Requestor' => 'Requester',
'Created' => 'Requested',
'LastUpdated' => 'Updated',
'CF.Topic' => 'Topic',
'Told' => 'Assignee updated',
'Priority' => sub {
my %priority = RT->Config->Get('PriorityAsString');
return $priority{ 'Default' }{ ($_[0]->{ 'Priority' }) };
},
);
Set( %CSVOptions, (
sep_char => ',',
quote_char => '"',
escape_char => '',
) );
(you'll need to create a custom field named Topic)
If tickets were exported to a file named zendesk_tickets.csv, the
following command will import tickets into your RT instance:
/opt/rt5/local/plugins/RT-Extension-Import-CSV/bin/rt-extension-import-csv \
--type ticket \
--config ZendeskTickets.pm \
--insert-update \
zendesk_tickets.csv
For a production instance of Zendesk, you'll need to adjust the columns
in the ticket import configuration to match your configuration.
AUTHOR
Best Practical Solutions, LLC
All bugs should be reported via email to
[email protected]
or via the web at
http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-Import-CSV
LICENSE AND COPYRIGHT
This software is Copyright (c) 2024 by Best Practical LLC
This is free software, licensed under:
The GNU General Public License, Version 2, June 1991