Historical Ticket Update (Spiceworks Migration)

[AngstyPie]

• Used Zammad version: version 5.0.x
• Used Zammad installation type: Installed from Package
• Operating system: Debian 11
• Browser + version: NA

Expected behavior:

Ticket updates show historical date

Actual behavior:

Ticket updates show date migration took place.

Steps to reproduce the behavior:

Upload Update article via restful API with following JSON fields;

title
group
state
priority
article
updated_at

I also tried created_at instead of updated_at with the same results.

I know you’re supposed to set the system to Import_mode
zammad run rails c
Setting.set(‘import_mode’, true)

This is working for when the ticket is originally created, but not working for any ticket updates afterward.
I’m unsure if this is a bug. I’m hoping I’m just not using the right JSON field or something.

I wrote software in Rust to migrate from Spiceworks using the Restful API.

[MrGeneration]

Do I understand correctly that you’re trying to add new articles to existing tickets with explicit date settings (original date) with activated import_mode and Zammad ignores these date values?

Would you have a sample payload you’re trying to fire?

[AngstyPie]

Yes, that’s right. Zammad uses the correct date values for the creation of the ticket, but not for any followup articles.
We decided to just accept that the followup dates are going to be wrong and did the migration, so I don’t have a work environment set up for this anymore, but this was the definition I was using;

#[derive(Debug, Serialize, Deserialize)]
struct Update {
title: String,
group: String,
state: String,
priority: String,
article: Article,
#[serde(with = “zammad_date_serializer”)]
updated_at:Option<NaiveDateTime>,
}

#[derive(Debug, Serialize, Deserialize)]
struct Article {
subject:String,
body:String,
internal:bool,
}

The date serializer is the same as I was using for the original creation date so I’m confident that’s not where the problem is, unless for some weird reason ticket updates use a different date format.

Warnings for Spiceworks users trying to migrate; There are 3 different ways attachments are put in your tickets, and often attachments are defined two ways at the same time.
Also, permissions issues will prevent you from putting a comment as a user that doesn’t own the ticket and isn’t an agent. This often happens when you have a group of people commenting on a ticket which aren’t support staff. You can get around this by making everyone temporarily an agent in Zammad.
(Not trying to discourage, the migration was worth it for us.)

[compusurf]

We also came from Spiceworks, Zammad was such a breath of fresh air and instantly loved by all staff that we decided, rather than attempt an unofficial migration method, to run the two side by side, The Spiceworks instance is kept purely as an archive and no tickets are raised on the platform. Zammad is the live system, when a reference to an old spiceworks ticket arises we simply look it up and forward it to the zammad system. This works fine for us in our scenario, an official migration method would have been nice though.