http://www.cerb4.com/forums/showpost.php?p=4055&postcount=43

REF: http://cerb4.com/forums/showthread.php?t=270&page=2

According to Jeff Standen notes are at the message level. This is a problem. We use comments in 3.x to keep track of work done on a ticket that our non-IT employees that we support do not need to see. These are not per message but per ticket. For example if we replied to an email saying we changed the ACE or ACL of a users permission they would be confused (which often leads to further questions). Instead we just reply back that the issue has been resolved and if necessary what caused the problem. In keeping with the example above we may reply that the problem was a configuration error on file/folder permissions or even less detail than that, not the detail of how we addressed the incorrect permissions. Since a ticket can get really long and flipping back and forth between tabs can make it very difficult to keep track of when and how work was done. For this reason the current design for comments in 4.0 are not a very good solution for us. Notes sound like a better mechanism except for the fact that they are not per ticket. Notes would also need to display the time they are created (at least for us). Also if there are multiple messages in a ticket and a support person clicks the 'Add note' button on the wrong ticket without realizing it then the 'comment' made in the note would be out of sequence in the ticket. Any support person reading the ticket after may miss something that was done or misunderstand what had been done. This will lead to duplicated work, extra research, or worse create new/more problems. Lastly it appears that there is no confirmation of note deletion. What if someone accidentally deletes a 'comment' added this way?

We really need to be able to import the comments from our Cerberus 3.x system before we can migrate to V4.

Just wanted to chime in that this is an important aspect of migrating from Cerb3 to Cerb4. I'd like to see the tickets preserved with comments when upgrading to the new version.

This was originally planned to be imported as notes. Since then we've added ticket level non-threaded comments. However, we've decided that we're going to go ahead and implement threaded comments which means that we'll want to migrate comments from Cerberus 3.x as threaded comments (after threaded comments are implemented).

This is a major stopping block on my migration from 3 to 4. Importing the comments on tickets is simply a MUST HAVE before I can move old tickets into the new system.

I'd say about 75% of our information is in comment fields rather than in emails to requesters, so not being able to import the comments is very very very not okay.

What I'd like to see is comments remain on their own tab in 4 (threaded or non threaded, really doesn't matter) and be imported into that section of the ticket when parsed by 4.x.

Whatever the solution, please bump this in priority, many of us cannot move forward without it.

Jeff, Hildy et al.

Guys we _must_ have the ability to import comments. I've been with you guys since 2003 and we've always been able to migrate seamlessly. Importing without comments is like only getting 1/2 the picture when you reference older tickets. Imagine being at a football game and only seeing the 1st and 3rd quarters. Yeah you can figure out whats going on but you sure missed a lot in the middle and end of the game.

Tom

We're still waiting... and still using 3.6.
Peter

Still waiting for someone to update - http://forum.cerb4.com/showthread.php?t=857

This is waiting on the updated Migration Tools exporter. Mike and I are both working on versions of it and are pooling ideas. This shouldn't take much longer.

Bump any update on this issue it's my last show stopper to upgrade to 4.

Hi folks,

Just wondering if there is any update / estimated time to implement this feature?

Thanks a million,
Barry

Closing this out as fixed.

The new imp/exp tool (with comment support) kind of released without much fanfare, but it is working as far as I know. No major bugs have been reported and we've been using it successfully when doing our migrations for customers.

So I'm going to go and post an update in the forums where this was a hot topic for a long time. I'm sure most of them already know, but for any new people I'd like to get the word out!

By the way, the instructions for using the import/export tools are located here:

http://wiki.cerb4.com/wiki/ImpEx