We are considering replacing the Odin Business Automation Standard (OBAS) standard ticket system with Kayako. Will existing tickets be migrated to Kayako after configure integration? Is it possible to import the tickets?
It is by design that since an external helpdesk integration is configured in OBAS, trouble tickets are stored in the external system. Existing tickets are not migrated to it.
Here are screenshots with OBAS Provider's Panel view with built-in ticket system:
and Kayako system:
Note: When an external Helpdesk is used, the "Trouble Tickets" item in the Provider or Reseller Control Center left menu is hidden. Kayako tickets are not stored in OBAS. New tickets created with Kayako system are available in Kayako admin panel. For more details about Kayako Helpdesk system please contact Kayako support.
There is no possibility to import existing trouble tickets from a built-in system to Kayako in current OBAS implementation. Here is a feature request ID for future OBAS updates:
PBAS-29278 - Import tickets from built-in trouble ticket system to Kayako
Stay connected with the all the latest Service Provider news from Odin. To subscribe or manage your current subscription preferences, please use the form http://cloudblue.com/about/subscribe.