3.0 import issue?

RT Developers
1

Jesse-

Hi. I had reported to you a problem a while back where the rt
export/import script would successfully import my rt 2.x tickets, but
they would not be visible from the tool. That is, rt 3.0.0 would say
that there are no tickets in a given queue, when in fact there were.
Queues, users, scrips, templates all seem to import and work, just the
tickets appear to import and not be displayable.

Some more information – it appears that the “EffectiveID” column is
not being set. When I set EffectiveID in the Ticket table to the value
for “id”, rt 3.0.0 suddenly sees all the tickets! I did something
similar in the Transactions table, but that didn’t seem to make much of
a difference.

Does that help the diagnosis? What did I do wrong during the
import/export?

Thanks for your help!

-Eric

2

Eric Horne wrote:

Some more information – it appears that the “EffectiveID” column is
not being set. When I set EffectiveID in the Ticket table to the value
for “id”, rt 3.0.0 suddenly sees all the tickets! I did something
similar in the Transactions table, but that didn’t seem to make much of
a difference.

Does this happen with the latest version of rt2-to-rt3 (1.13),
and the latest RT (3.0.3pre4) ?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

Phil-

Yes it happens with the latest import tool 1.13 and rt-3-0-2.
Incidentally, I got a bunch of “cannot create principal” kinds of errors
when importing queues (or something near queues). I’ll attempt to
capture the output when I actually get into work.

Again, if I set the effective ID to the id of the ticket, rt suddenly
recognizes the tickets. So I suspect that, for whatever reason, the
import tool is not setting the effective ID.

-Eric

Phil Homewood wrote:

4

Eric Horne wrote:

Yes it happens with the latest import tool 1.13 and rt-3-0-2.
Incidentally, I got a bunch of “cannot create principal” kinds of errors
when importing queues (or something near queues). I’ll attempt to
capture the output when I actually get into work.

Did you re-export with the 1.13 rt2-to-dumpfile, or was the
dump from a previous rt2-to-rt3 run? (Not that I suspect
that will be the cause…)

And as to the “cannot create principal” – are you starting
from a fresh RT3 database?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

5

I didn’t see my post in the archive, and since I haven’t heard
anything… here it is again. I do have a log file I can send you if you
think it can help you figure out what I’m doing wrong.

Thanks!

-Eric

Eric Horne wrote:

6

Just wondering if you guys plan to work on this, if I’m on my own, or if
I’m doing something so obviously wrong that it doesn’t deserve a
response. Any thoughts?

Thanks, guys!

-Eric

Eric Horne wrote: