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

[Kevin Falcone]

On Dec 18, 2008, at 9:01 PM, Brian Friday wrote:

> 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.

You didn't say what version of RT-Extension-RT2toRT3 you're
using, but I've done numerous rt2 to rt3 conversions using
the cpan versions without seeing this

If Status isn't making it into the dumpfiles generated by rt-2.0-to- 
dumpfile
then they will default to 'new' when being created by in rt3

-kevin

> 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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>>>
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>>
>> -- 
>> Drew Barnes
>> Applications Analyst
>> Network Resources Department
>> Raymond Walters College
>> University of Cincinnati
>>
>
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