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Migrating Tickets from Instance to Instance in Ticketing As A Service with Power Automate

  • Photo du rédacteur: Marc (TeamsWork)
    Marc (TeamsWork)
  • il y a 2 jours
  • 4 min de lecture

Dernière mise à jour : il y a 1 jour

Moving support tickets is a common need, whether for departmental restructuring, a new project instance, or setting up a sandbox. While necessary, data migration can seem daunting.


Our Ticketing As A Service app for Microsoft Teams is intuitive, and managing your data—like migrating tickets between instances—should be just as simple. Microsoft Power Automate provides the key to this simplicity, effectively streamlining the migration.


This guide walks you through using a pre-configured Power Automate solution to seamlessly transfer tickets between different instances of Ticketing As A Service.


We've prepared a solution package for this:



Importing the Power Automate Solution

The first step is to get the Power Automate solution into your environment. Think of this solution as a ready-made toolkit designed specifically for this migration task.

  1. Grab the Solution Package: You'll have a .zip file from us. This package contains the Power Automate flows needed for the migration.

  2. Head to Power Automate: Open your web browser and go to https://make.powerautomate.com.

  3. Navigate to Solutions: On the left-hand menu, you'll find 'Solutions'. If you have multiple environments, make sure you've selected the correct one.

    Navigate to Solutions

  4. Import the Solution file: Click 'Import solution' at the top. A dialog will pop up. Click 'Browse', find that .zip file you saved, and select it. Click 'Next', then 'Import'. It might take a few moments, but once done, you'll see the new solution in your list.

Import a solution

Once imported, you can click on the solution to see the flows inside, including one named something like "Main - API Ticket Migration" and "Main - Excel Ticket Import" along with some utility flows that help things run smoothly. Read our blog how to Import Tickets from Excel using Power Automate.


Important Considerations for Migrating

While Power Automate simplifies things, a little preparation goes a long way:

  1. Field Harmony: Before you start, ensure your custom fields, tag categories, and tags are set up identically in both the old and new instances. If the structures don't match, the flow might hit a snag or some data might not transfer as expected.

  2. Keep Custom Field Names Simple: When naming your custom fields, it’s best to avoid special characters like square brackets [ ] or periods .. Also, ensure each custom field has a unique name. This helps the system correctly map information during migration.

  3. Unique Tags are Happy Tags: Make sure your tag names are unique across all your tag categories. Reusing the same tag name in different categories can lead to confusion and incorrect assignments during the import.

  4. Requestor ID Format: The migration flow typically expects Requestor IDs to be in a specific format called UUID (Universally Unique Identifier), not email addresses. This is something to be mindful of if your current setup uses email for Requestor IDs.


Migrating Tickets Using the API Flow

Now, let's look at the "Main - API Ticket Migration" flow. This is the solution that will move your tickets from a source instance to a destination instance.

When you run this flow, it will ask for a few key pieces of information:

  • baseURL: This is essentially the web address for your Ticketing As A Service API. See Ticketing API Reference.

  • secretKey_origin: This is the API key for the instance you're migrating from. You can find this in your Instance API settings.

    API Key in settings

  • secretKey_destination: Similarly, this is the API key for the instance you're migrating to.

  • timezone: Specify the timezone (e.g., 7 for GMT+7) to ensure all your timestamps are correctly interpreted and displayed in the new instance.

  • limit: If you have a mountain of tickets, you might want to process them in batches. This sets the maximum number of tickets to move in one go.

  • offset: This lets you skip a certain number of tickets before starting the migration – useful if you're continuing a previous migration or processing in chunks.


There's also an option to Migrate comment. If you set this to true, ticket comments will also be moved. Be aware, though, that this adds extra steps for each ticket and can increase the time it takes for the flow to run and use more of your Power Automate action counts.


Take Control of Your Ticketing Data

By leveraging the capabilities of Ticketing As A Service and the automation power of Power Automate, you can manage your support data with greater confidence and flexibility. This approach allows you to adapt your ticketing setup as your organization evolves, ensuring your teams always have the information they need, right where they need it.


Need support or have questions? Feel free to contact us!



TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.


 
 
 
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