13.01.2022
 

KIX Practice

KIX CONNECT THOUGHT DIFFERENTLY


The exchange of data between different information systems is always necessary in everyday service work.
With KIX Connect, service and maintenance requests can be exchanged efficiently between different systems and solved more quickly for the user.



The challenge

We were recently faced with the exciting task of migrating approximately 30,000 existing incidents from a third-party ticket system into the KIX ticket system as quickly as possible.

Fortunately, the source system had a REST API interface that we could use with our add-on module KIX Connect. For such scenarios, we have already used a MethodCall module elsewhere, which enables us to migrate the large amount of existing incidents/tickets into KIX. So far so good.

Thanks to the mapping ("interpreter") layer that KIX Connect has, any data structure can be adapted so that KIX can process it without any problems.

Problem

Of the approx. 30,000 tickets, 3,000 tickets were not transferred to KIX. Why is this? 

This can happen if missing tickets are so-called partial incidents of existing incidents and are not offered by the API interface during the migration query.


All's well that ends well

How do we solve the problem?

  • Create a CSV file of the partial incidents
  • Write a script to read this CSV
  • Transform the required ticket numbers into a JSON array
  • "pack" the JSON array into a REST MOCK
  • via KIX Connect Process the missing incidents as if they were offered by the REST API

Conclusion

This complex practical example shows how incredibly flexible KIX Connect is and how individually it can be adapted to the respective problem. Expect further additional modules of our KIX Connect product line in the future.


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