How to import data from Request Tracker ticketing system to JSM?

[Ian Walker]

Hello Everyone.

Does anyone have experience of exporting ticket data from Request Tracker (RT) and importing that into a JSM project?

I have exported the data from RT, it comes as a .tsv,file and then I converted that to .csv, but I am not sure how much of the data in that file I can successfully map to a Jira project.

Can anyone give me any guidance on this?

Regards.

[Joseph Chung Yin]

@Ian Walker -

Take a look at the following tips:

1) Identify all the fields that are used against your specific JSM Request Type (the key will be the issue type that is associated to your request type) - i.e. field data type, field mandatory/optional etc...

2) Review the following Atlassian reference page - https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-with-the-csv-importer/ to ensure that your CSV file that you generated from RT matches to the JSM issue type's fields setup.

3) Since in JSM, each issue created will automatically assigned to a specific request type, thus please review the following Atlassian reference page focusing on how to setup your CSV file to associate to the appropriate JSM request type - https://community.atlassian.com/t5/Jira-Service-Management-articles/CSV-Import-of-Request-Types/ba-p/2019410

4) I would also recommend you to create a custom field in your JSM project to store the RT issue ID as a read-only field (where the field will be only added to Issue View Screen).  It is because the actual JSM issuekey will be auto assigned, thus it is not possible to have the same RT issue #.

5) Ensure your RT issue reporters have accounts setup against your JSM instance and called out in your JSM project's role - "ServiceDesk Customer".

6) Ensure your RT issue assignees have agent account setup against your JSM instance and called out in your JSM project's role - "ServiceDesk Team".

Hope this gives you a good point to start your process.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Ian Walker]

Thank you so much for this @Joseph Chung Yin - I'll go through it.

[Joseph Chung Yin]

@Ian Walker -

You are welcome.  If my suggestions helped you, please click on Accept answer when you have a chance, so others with similar questions on this topic will see this post as an answered entry with solution.

Best, Joseph

[Joe Pursel]

@Joseph Chung Yin 

Thank you for the detailed process. Like others, I am seeking the best way to export RT issue data and import the data into JSM.

Best,
Joe