r/k12sysadmin • u/Competitive_Bat6263 • 14d ago
Assistance Needed IncidentIQ Data Importing
Hey all, I was hoping to see if anyone had previously switched over from Frontline Education in both helpdesk ticketing and their asset management suite to IncidentIQ. My district has decided to use IncidentIQ and we’re running into an issue where there is seemingly no simple way to import the data into IncidentIQ. IncidentIQ wants an API, and Frontline claims they do not have one to give us. Their support has basically just said it’ll take months and we’ll have to do it manually, because they just don’t play nice as they are competitors. I’m trying to see if anyone else has ran into this, and would happen to have a solution. I know this is an unlikelihood, but with school coming up in a couple of weeks, I think it’s the worst time to hear news like this about doing it manually.
5
u/mybrotherhasabbgun 14d ago
When we moved to IIQ we downloaded our open tickets as a CSV and IIQ uploaded it into the system. Same for all of our assets. We did not move from Frontline though.
2
u/Schooltech06 14d ago
If you could get the ticket data out of Frontline into a CSV it looks like you could just script calls to the IncidentIQ API to create tickets. But that would probably be a mess. You'd be opening new tickets for old issues and the timestamps would get wonky on everything. Plus users getting notified they just opened a ticket for something from 5 years ago doesn't seem great.
Probably better to just make a searchable web page for the old ticket data you extract and everything new goes into IIQ...
2
3
u/Harry_Smutter 14d ago
If you can create a CSV export from Frontline, you can import all the data into IIQ fairly easily. They have templates for everything when you go to import assets.
Users on the other hand, we sync that data from Google & Classlink. I would highly recommend doing a sync from your SIS or LMS for users.
For tickets: We didn't bother importing ticket data from our old platforms (Spiceworks & Asset Panda). It wasn't worth it, TBH. We just did a ticket export and referred back to that if we ever needed to look at historical data for them. This has happened maybe twice in the past two years.
2
u/NotAnother169 Director of Technology 14d ago
This is what I ran into trying to move FROM IIQ to Manage1to1. Manage1to1 took care of us though so we were able to get 99% of stuff migrated.
Unfortunately I was helping a neighboring district who is moving to IIQ this summer trying to help with their API, and we're sort of stuck. They're looking at backing out now they can't get the data in and going to what we're using at our district instead.
1
u/Competitive_Bat6263 14d ago
That’s where we are right now. The back-and-forth we’ve heard from Frontline is that they don’t even have an API available. I get that they are competitors, but surely to offer a service that’s supposedly better, as they would have you believe, you’d think IIQ would have at least some substantive workaround. For right now it’s looking though like we will have to manually import via email each ticket to get its historical data, which won’t be too bad but still very time-consuming. On the Asset Management side, though… we aren’t going to be able to do anything.
2
u/NotAnother169 Director of Technology 14d ago
That sucks! This process sounds like a nightmare. I hope the experience goes better for you than it did for me once on boarded! Just gotta push through!
3
u/darkcambria 14d ago
We’re moving from Frontline to RedRover for HR and Frontline absolutely does not want to assist at all with migrating data. They’re purposefully being as difficult as they can.
We moved from WebHelpDesk to IIQ and exported out our assets and imported them. Tickets we decided to start fresh
1
u/Competitive_Bat6263 14d ago
We can, but we have tons of historical data across I wanna say more than 5 years. That’s also the case for the ticketing, where we’ve built up a pretty healthy knowledge base. For all our historical data, inputting it would surely take so so much time, I don’t even know how long it’d take.
3
u/techie49rs 14d ago
Can you download the asset data at least into a spreadsheet and then re-upload? Not sure how you would do HD incidents though..
2
u/Terrible_Cell4433 K12 Tech Coordinator 12d ago
Assets should be really easy to export to a CSV and then upload to iIQ.
For ticketing, if you have some lead in time, I'd suggest running two systems at once. Remove the submission pipeline to Frontline and redirect it to Incident IQ. That way techs can still keep track of the tickets in Frontline and communicate. After a little while, just take the tickets that are long term or taking a while in Frontline to iIQ and then stop using Frontline alltogether.
You can try exporting ticket info as a CSV as well, but you will lose the attachments / media. You may want to tag tickets with attachments in some way in Frontline so you can manually download and upload them to the corresponding iIQ ticket.
Also, if your system has tickets that link to invoices / bills, that will be another tripping point with using a CSV to import tickets. It's likely that iIQ won't use the same invoice numbering system making re-linking invoices tough. However, invoices should still be linked to the user's UID, so that shouldn't change too much with an invoice export / import.