[rt-users] Re: ticket number sequences

Jesse Vincent jesse at bestpractical.com
Wed Nov 21 13:06:26 EST 2001

So, a hack to do multiple sequences like that would hurt rather a lot. 
A possible solution that might not suck quite as badly from a mantainability
perspective is to have a "translator" that sits between the mail gateway 
and maps old ticket ids to new RT2 ticket ids. (perhaps using RT's relationships functionality and defining an OldTicket RefersTo new ticket mapping.)  Over
time, as old tickets got dealt with, things would move gracefully into the 
new system, with less hacking to RT, which would mean fewer hassles for you
long term ;)

For the password issue, if you end up with multiple RT instances, you might
just want to configure RT to use external authentication and set up HTTP auth
for all of your RT instances against the same password database....

Does that make sense?


On Wed, Nov 21, 2001 at 06:53:58PM +0100, Bruce Campbell wrote:
> On Wed, 21 Nov 2001, Jesse Vincent wrote:
> [snip cautions and also patch mention]
> > > I think what I'm really wanting is to have one user database for queue
> > > (etc) ACLs, but otherwise seperate instances of RT2 (but also the ability
> > > to toss a ticket between queues).
> >
> > Why? What are you losing by having one RT instance?
> For historical reasons (heh), my current employer has run seperate
> ticketing systems for each section.  When the revolution comes and the
> marketing department is up against the wall[1]... or rather, when seperate
> sections wish to move from their ticketing system to RT2, a certain
> continuity of ticket numbering sequences is preferred.
> Now, we can do this by having multiple instances of RT2, referring to
> different config files and different database names.  That way, the
> tickets for that section can be imported, and the same ticket sequence for
> that section continues.
> However, this also continues the current procedure of having multiple
> areas where per-user ACLs must be configured; ie, a given staff member
> must have their ACL configured in each RT2 instance.. implying that they
> can have multiple, disjoint passwords if their job requires that they have
> access to multiple sections.  ( with the predictable behaviour of 'I
> forgot my password' 'to what?' 'I don't know, I forgot it' sequence to
> support )
> What I'd like is to somehow have multiple ticket numbering sequences
> (multiple RT2 databases is the easiest way), but be able to point each RT2
> instance at a common ACL database.
> I think that this can be done without too much hassle (add a
> rt_acl_db_name variable to config.pm, and ensure that appropriate
> references to the ACL table are changed).  But I'm not sure that its the
> 'right' thing to do to solve the problem.
> Regards,
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> [1] We don't actually have a marketing department ;)

http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

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