Migrating open tickets from Spiceworks to AskTech

Scope:

Contact: Dennis Christman

Unit: Metadata & Discovery Strategy

Date last reviewed:

Date of next review:

If you have open tickets in Spiceworks that are unable to be closed at this time, they will need to be manually recreated in the LibAnswers system.

1. From the top menu bar, select Answers -> Create.

1. Fill out the form provided:
   • Question: The title of the ticket from Spiceworks.
   • Question details: The body of the ticket from Spiceworks.
   • Asked by (name) /Asked by (email): The name and email address of the person who originally submitted the ticket to Spiceworks.
2. Click create ticket.
3. Copy and paste the correspondences from Spiceworks into a LibAnswers reply.
4. Send the user a reply letting them know why they are receiving messages about this ticket and to reply to this new message moving forward. Feel free to use the message below.

Hi!
You are receiving this message because we just finished migrating your issue to LibAnswers, our new AskTech ticketing system. Moving forward, please reply to this new chain of emails to continue work on your issue.
Thanks,
[Your name]

1. In Spiceworks, mute the ticket, assign the category: Migrated Open, then close the ticket.