Migrate your Request Tracker data

Tickets are the primary RT object and export cleanly via the tab-delimited spreadsheet link at the bottom of any search results list. We preserve Subject, Status, Priority, Requestor, Owner, Queue, Created/Resolved dates, and the full Transactions history (comments, correspondences, status changes). Custom Field values are captured per-ticket and mapped to the destination system.

Queues define organizational silos and ticket routing. RT supports unlimited queues with per-queue custom lifecycles, SLAs, and access controls. We map queue names, descriptions, and lifecycle configurations to equivalent structures in the destination platform.

RT distinguishes between Privileged users (staff with login access) and Unprivileged users (requestors). Name, email, phone, organization, and disabled status export from the Users table. Role assignments (Owner, AdminCc, Requestor) on individual tickets are preserved separately in the transaction log.

RT supports unlimited Custom Fields of types Select-Box, Freeform text, Date, IP Address, and others, scoped to global or queue-specific use. We map CF definitions and values, but destination platforms often require re-creating CF schemas because naming conventions and picklist values differ.

RT's Articles live in classes (e.g., General) with Name, Summary, Content, and Custom Fields. We export Article data as structured JSON using the Import::CSV extension's --article-class flag and map Content fields accounting for embedded commas that require quoting.

RT groups organize users for queue-level or ticket-level permission grants (AdminCc, Cc, OwnerDelegated). Group membership does not export in a single flat file—we reconstruct it from the GroupMembers table and reapply role assignments during the destination import.

Attachments are stored as base64-encoded blobs inside RT's database (Attachments table) and linked to Transactions. We decode and extract files, preserve filenames and MIME types, and re-attach them to the corresponding ticket Conversations in the destination system.

Scrips are RT's server-side Perl automation rules triggered by ticket lifecycle events. They are code artifacts tied to a specific RT instance's codebase and cannot be meaningfully migrated to non-RT platforms. We do not export Scrips; instead we document the triggered actions so workflows can be rebuilt in the destination system.

Templates define email and notification text used by Scrips. We export Template names and content as text data, preserving token placeholders and conditional logic so notification wording survives the migration.

Every ticket action—status change, reply, comment, field update—creates a Transaction record. We export the full transaction log ordered by Created date and thread it back into the destination ticket's conversation history to preserve the original context.

RT stores Estimated-minutes and Worked-minutes on each ticket. The RT-Extension-TimeTracking extension adds structured time-entry records with User, Ticket, Time Worked, and Note. We export both native fields and extension entries where present.

RT Assets is a separate product extension that catalogs configuration items (servers, software licenses, hardware). Asset records export via the REST API or database query and map to equivalent CMDB objects in the destination ITSM tool.