The Tickets tab of Service Desk settings exports tickets to a file and imports them from a file, for example to take over the history of another instance or feed a reporting tool. It is restricted to Administrators and Service Desk administrators.
Export tickets
Under Export tickets, fill in either a number range (By number range) or a creation date range (By creation date range), never both. Then:
- Export as JSON: a complete file, re-importable into Portail ZAPP;
- Export as CSV: a flat table for reporting, which cannot be re-imported.
Import tickets
Under Import tickets, choose a JSON file exported from this screen (on this instance or another one), then Import tickets.
- Each imported ticket becomes a new ticket, with a new number: an import never updates an existing ticket. Importing the same file twice therefore creates duplicates.
- The status, requester and submitter are looked up on the instance (people by their email address). A ticket for which one of them cannot be found is skipped: create the accounts and reference data needed first (see "Set up the ticket reference data").
- Attachments folder (on the server), optional: absolute path of a server folder where the file's attachments are looked up. It must be inside the root allowed by the instance. A missing or refused attachment (type, size) is reported, without preventing the ticket from being imported.
The report gives the number of tickets created and skipped and, if any, the number of attachments imported, missing and rejected.
Attach existing tickets to organizations
When organizations are managed in Portail ZAPP, the Attach existing tickets card fills in the organization of tickets that do not have one yet, from the current organization of their requester and submitter. An organization already set is never changed: running Attach again changes nothing for tickets already processed.
Caution: a person who changed company takes their old tickets into their new organization, whose referent can then read them. Check memberships before running the operation, or correct the organization on the ticket page afterwards.
See also
- "Set up the ticket reference data": export and import the setup rather than the tickets.
Convert embedded images
A ticket taken over from another tool may contain a screenshot pasted straight into its description or a comment: it shows as an empty frame. The import now converts these images into attachments of the ticket, like an image pasted while typing. For tickets imported before this conversion, the Convert embedded images card does the same on every ticket, in the background: the card shows "Conversion in progress" with the progress, you can leave the page, then it shows the summary; only one conversion runs at a time; running Convert again changes nothing for content already converted. An image in an internal note stays internal. The report gives the descriptions and comments converted, and those left unchanged (an unreadable image is never erased).