[rt-users] RT2-to-RT3 migration lost ticket data and status change issues

[Brian Friday]

Thanks Drew,

Your tips led me to the library issues. RT2 can not be exported  
without the same perl modules used for RT2. Once I installed the  
correct libraries everything exported correctly.

My import however still has one snag, or rather 51,000 or so snags. I  
have 51,000 tickets with the status of "new" 99% of which did not  
originally have that status when they were exported and did not have  
that status in the dump file.

Anyone have any ideas on this issue that still remains?

- Brian

On Dec 15, 2008, at 7:19 AM, Drew Barnes wrote:

> When I upgraded several years ago, I had to run rt2-to-dumpfile  
> BEFORE I installed RT3 at all.  Something about the version of  
> SearchBuilder (I think) that RT# used broke the data export of RT2.   
> At one point I was very good with the procedure for that upgrade,  
> but my memory seems to have been lost to time and projects past.
>
> I hope this may help you out some.  Searching for part of my email  
> on http://www.gossamer-threads.com/lists/rt/ may bring some of those  
> posts back up for you.
>
>
>
> Brian Friday wrote:
>> Hello all,
>>
>> I am using the RT2-to-RT3 migration tool (latest) to migrate a RT2   
>> instance (Mysql 3.23, DB is 1+ GB in size) from 2.0.14 to RT 3.6.7   
>> (Mysql 5). I have copied the original RT2 install, and the new RT3   
>> from their respective machines to a go between system. I've fixed  
>> the  paths and configurations so that both installs still can  
>> connect to  their respective databases.
>>
>> This go between machine is running perl 5.8.8 with all the modules  
>> and  dependancies for a mysql based RT 3.6.7 instance. RT2 is  
>> running on a  Mac OS X panther server with Perl 5 (I think 004) and  
>> RT3 is running  on a Leopard Server also running Perl 5.8.8.
>>
>> I had to update the RT2-to-dumpfile script in the migration package  
>> to  change the status as well as the priority of the tickets it  
>> exports.  In addition I had to add to RT3 the additional status  
>> files used by  the client.  After that I was able to successfully  
>> run both the rt-2.0- to-dumpfile script and the dumpfile to rt-3.0  
>> script.  All the basic  data appears to have come across intact  
>> including queues, acl's, users  and ticket metadata.
>>
>> First Problem:
>> -------------------
>> While the ticket metadata has been exported, the actual  
>> transactions,  as well as ticket contents, emails, attachments etc  
>> have not been  exported. I have verified that they exist in the  
>> original database.
>>
>> Second Problem:
>> ------------------------
>> Within RT3 I have edited the etc/RT_SiteConfig.pm to include the   
>> additional status lines here:
>> @ActiveStatus = qw(new open waiting monitoring ongoing stalled  
>> verify  EC) unless @ActiveStatus;
>> @InactiveStatus = qw(resolved rejected dead deferred deleted)  
>> unless  @InactiveStatus;
>>
>> From the default below:
>> @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
>> @InactiveStatus = qw(resolved rejected deleted) unless  
>> @InactiveStatus;
>>
>> The catch I have discovered is that when the old tickets were  
>> imported  about 90% of the tickets which were resolved now have the  
>> status of  new (specifically "new (unchanged)" ). These tickets  
>> instead should be  listed
>> as resolved.
>>
>> --------------------------------
>>
>> Has anyone seen or experienced either of these behaviors before  
>> and  could provide any advice?
>>
>> Any help would be appreciated,
>>
>> - Brian
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>
> -- 
> Drew Barnes
> Applications Analyst
> Network Resources Department
> Raymond Walters College
> University of Cincinnati
>