Best Practices Question

Tickets import from legacy system

07/25/2013 4586 views

We've been migrating from SpiceWorks to KACE and decided initially not to do an import of legacy tickets, but start with a clean slate. Since then, we would like to get rid of the old Spiceworks database and decommission the old server it is on and would like to import the tickets as an archive into a separate KACE service desk queue for research and archive purposes.

I have been searching for a document on importing from a 3rd party system and found this:


However, it has a version warning "This process will only work for K1000 series running software version 5.1.31327 to 5.3.53053."

We are on K1000 Systems Management Appliance v5.4.76847

Also I do not find a walk thru of the process in the admin guide.

Does anyone have a link or tip or document they can point me to that I am missing?

Thanks in advance, and as always.

Answer Summary:
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Community Chosen Answer


Techically there is no way to import tickets into the KBOX helpdesk via the GUI. Some people export out of their current solutioin and import into assets management as a reference area for old tickets.

Some tried the link you provide on 5.4 and seems to work


Dell offer professional services to do this as well on the backend. 

Answered 07/25/2013 by: nshah
Red Belt

  • OK, thanks for the help and additional link!

All Answers


I've written a blog in regards to this.  The process DOES work (mostly) but you have to modify the insert into statement on HD_TICKET_CHANGE ticket rule (the first rule you run after your tickets have been turned into assets.)



Answered 07/31/2013 by: Wildwolfay
Red Belt

  • I have an additional question - how does KACE service desk handle ATTACHMENTS? I do not see any handling for importing attachments that were added as comments from the legacy system, and am wondering if anyone has any thoughts or assistance for that issue. Where do Attachments live in the directory structure of the KACE server? And if I know the directory structure, could I just copy over the directory structure from the old ticket system (which is just basically: ...\ticket no\attachment.doctype ) and then concatenate in a fully qual. url of the path to the attachment? Would that create a link in the Service desk comment?

    • It's not pretty:

      You have to get a patch from KACE support to unlock your attachments share drive. Once you can access them it gets ugly.

      The attachments are saved under folders that are named after their HD_TICKET_CHANGE.ID number. Now: without going into the database and physically looking at the hd_ticket_change data tables there really is no way to connect the ticket ID with the hd_ticket_change id. Unless you develop some kind of file moving service that queries the database, gets the TICKET ID for that folders HD_TICKET_CHANGE id and generates a folder and places it there.

      atleast this is what I've experienced :/
      • Aha. Thank you for your information. Now we know why they offer professional services.... 8-/
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