[rt-users] Old RT and New RT ?

[Steve Anderson]

A lot depends on how you are getting the emails into RT.

If you're doing it with just an alias and sendmail, you're going to have problems.

On the other hand, if you're using procmail, or exim mail filtering, it shouldn't be /too/ hard to do. With procmail, I think you can use a regular expression to match the 1 to 4 numbers that make up the ticket number. Then have the rest redirect to the new instance.

http://requesttracker.wikia.com/wiki/EmailInterface
http://www.geertvanderploeg.com/node/rt_procmail.html
http://www.perlcode.org/tutorials/procmail/regular_expressions.pod


Steve Anderson

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aseim99
Sent: 09 May 2011 16:23
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Old RT and New RT ?


Hi,
If we do upgrade the old system to new one then there will be some down time
, which we can't afford . So the plan is to have a period of 2-3 months
where any present tickets will continue to go to old system and any new
tickets (given numbers from 10,000 and above ) will go to new system . The
reason is there are tickets which are still open and if we have a new system
only then if a client replys to that ticket , the new system will not pick
it up. I know that it is possible to upgrade the present system to new one
but like i said , we will like to test the new system side by side with old
system to keep the rt going.
We did that , set up new emails , auto increament from 10000. Thats ok for
new tickets but wont cater for old tickets . What i was thinking is , if
there is any inbuilt procedure in mail gateway of system to forward tickets
to specific rt depending on the ticket number.
I am new to linux and also only been understanding how rt works for the past
2 months . But since the order from top are to install new rt , i am in a
helpless situation here so any help is greatly needed.
Cheers

Jon Baker-2 wrote:
>
> It would definitely be easier if you just upgraded your current RT and
> phased out the old queues; I'm not sure exactly what benefit doing what
> you describe would bring.
>
> That said, to do what you ask I would probably suggest that you set up the
> new system with different e-mail addresses for the mailgate (i.e. the old
> system would be rt-reply/rt-comment, you can have rt-reply-new and
> rt-comment-new or something more creative to send tickets to the new RT).
> Then, in your new RT, set the auto-increment value for the ticket id to
> 10000 and any tickets created will start with ID 10000.
>
> On May 9, 2011, at 9:17 AM, rt-users-request at lists.bestpractical.com
> wrote:
>
>> Hello we have an old RT , i think its 3.6 . Now we are planing on
>> deploying
>> new one i.e 3.8.
>> My question is that we will like old tickets to still go to old rt system
>> and any tickets above 10,000 id number will go to new system. So in
>> essence
>> the mail gateway or something else ? will forward tickets having id
>> number
>> less that 10,000 to the old rt and anything above that will go to new rt
>> with new queues on new rt. Then after some time we will disable the old
>> system and only new one will be there , this is to avoid any downtime.
>> RT is a brilliant system and we are looking to use it more , but this
>> needs
>> to be possible or my manager wont go ahead with the new system.
>> Any suggestions and helps much appreciated.
>> Cheers
>
> --
> Jon Baker
> Systems Administrator
> Church on the Move
> 1003 N 129th E Ave
> Tulsa OK 74116
> (918) 234-5656
>
>
>
>
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