Spiceworks experienced a minor incident on March 31, 2023 affecting Cloud Help Desk, lasting 18d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 31, 2023, 05:56 PM UTC
We're getting reports of ticket import jobs failing. The development team is looking into the cause. Failing imports are unlikely to succeed until this issue is resolved or a workaround found, so we recommend not retrying the same data if your initial import fails to complete. A new import with a smaller subset of tickets may be successful in the meantime.
- resolved Apr 18, 2023, 07:48 PM UTC
Imports with greater than 5000 tickets are failing, even when under the documented file size limit. The main use for this feature is to import from the legacy help desk which was discontinued in 2021. Due to this, further development time cannot be committed to fully address this issue. A workaround reported by some users has been to split up the import file. A bash script that can be used for this purpose can be found at https://community.spiceworks.com/scripts/show/5263-spiceworks-json-export-file-splitter You can use your own method for splitting the file, though note that the following json arrays need to be present in order for every file: sites custom_attributes inventory_ticket_relations tickets users When you have the split files, head over to the Cloud Help Desk Setting page: Select Import/export tickets Choose the first file to upload e.g. split_export_1.json Ensure "Keep the same ticket numbers" is not selected Click "Continue import" Check the import log link to see the progress of the import Once the import is complete you can add the next file in the same manner Keep adding files until you have imported all of your tickets