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A customer is going to migrate from their old Ticketing system to Service.
what is the best approach to import their old tickets in Service?
Lots of ways to do it. You can use Microsoft Data Transformation Services to go from database to database, or you can use ejScript to read the data in some kind of structured format (CSV, JSON, XML), etc.
is this only possible on-site or can you do this online also? (prospect is querying)
That really depends on how big the import file is. If it's too large, we can always split it into smaller parts.
We can upload an file in Service, read it with CRM Script and create the tickets.
This can also be done in Online.
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